Artificial Intelligence in Key Account Management
3 days|Delivered on request
This programme examines how the practice is shifting, and what delegates should adopt, adapt or ignore. It works through voice of the customer programmes and telephone and contact centre skills as they stand today and where they are heading. The shift is worth understanding because sales teams are frequently trained on the product and never on the conversation. Delegates leave able to work confidently with key account management, difficult conversations and sales forecasting in their own organisation.
What delegates leave able to do
- Spot where key account management is failing before it becomes a finding, measured against the Consumer Protection Act
- Explain difficult conversations to someone who does not do the work
- Take ownership of sales forecasting rather than escalating it
- Review customer retention and say plainly whether it is working
What the course covers
- Voice of the customer programmes
- Telephone and contact centre skills
- Key account management
- Difficult conversations
- Sales forecasting
- Customer retention
- Complaint handling
Who should attend
- sales managers
- key account managers
- service desk staff
- customer service managers
