Key Account Management Reporting and Analytics
3 days|Delivered on request
Key Account Management Reporting and Analytics focuses on the measurement layer: what to count, what it means and how to present it. Delegates work through pipeline management and telephone and contact centre skills and the reporting built on top of them. The reporting layer matters because sales teams are frequently trained on the product and never on the conversation. Delegates leave able to work confidently with service level design, key account management and voice of the customer programmes in their own organisation.
What delegates leave able to do
- Review service level design and say plainly whether it is working, measured against the Consumer Protection Act
- Spot where key account management is failing before it becomes a finding
- Improve voice of the customer programmes within their own organisation
- Take ownership of customer retention rather than escalating it
What the course covers
- Pipeline management
- Telephone and contact centre skills
- Service level design
- Key account management
- Voice of the customer programmes
- Customer retention
- Proposal writing
Who should attend
- customer service managers
- contact centre team leaders
- sales managers
- key account managers
