Account Management Training
Proactive Account Management Skills For MSP's
How To Prioritise, Plan, Manage & Maximise The Profitability Of Your Existing Accounts
Workshop Overview
This 1-day account management course is designed to provide Account Managers, Customer Success Managers and Relationship Managers with the skills, behaviours and techniques to maximise the profitability from the accounts that they manage.
With end of year looming this training course will help you to farm through your existing customer to identify solution and services cross and up-selling opportunities so that you can get your customers spending more whilst building a long term relationship so that they stay with you longer.
What you will learn
- Understand what it takes to move from IT supplier or MSP to trusted advisor and business partner status with your clients
- How to strategically manage your accounts so that you spend your time on the right accounts
- Account planning – devising a revenue generation plan for each client
- How to establish your objectives for each of the accounts that you manage
- How to calculate the potential of each account
- How to create a toolkit of relationship building skills and techniques
- How to run a QBR or Strategy review meeting with your clients that identifies additional upsell opportunities
- Working out a relationship and communications plan for each of your accounts
Account Management Training Agenda
Introduction & Objectives
Account Management – What Does It Take To Succeed?
- What’s the definition of account management within your MSP business?
- What’s your role as an account manager?
- The skills, knowledge and behaviours you need to be successful
Account Analysis & Prioritising – Where to strategically focus your time
- Account planning – devising a revenue generation plan for each client
- How to calculate the potential of each account
- Investment versus return – work out who to spend your time on and what the pay-off is
- SWOT analysis on your client accounts – strengths, weaknesses, opportunities and threats
- White space analysis - where are the service and solution upsell and cross sell opportunities in your existing customer base
Planning Your Account Strategy
- Creating your end of year hit list based on account revenue potential
- Building your solution & service sales campaigns to sell one to many and one to one
- Setting goals for each account – short, medium & long term
- Creating an account “touch point” strategy – face to face, telephone, email, social media to close any potential end of year revenue
Managing The Relationship
- Account mapping – how to create the structure of each account – decision makers, influencers etc
- Influencing multi-level contacts of an account
How to convert upsell & cross sell campaigns & conversations into client revenue
- How to structure your QBR or Account management meeting to position upsell or cross sell
- How to identify client needs & priorities
- How to help clients see the benefits of increasing their solutions portfolio
- How to have the risk conversation without fear mongering
- How to connect the technology & business dots so that your customer understand why you are recommending additional solutions
Objection handling
- How to prevent objections throughout your sales conversations
- How to handle the most common MSP Upsell Objections
- How to effectively manage client negotiations
From IT Supplier or MSP To Partner
- Understanding the transition from supplier to partner status
- The Trusted Advisor – how to add value over and above what you sell
- Managing the “in-between time” – how to stay in contact without bugging your clients
- How to develop an account over the long-term
- How to ensure clients stay with you for longer and increase your life time value
Close & Actions
Early Bird Booking Bonuses
Account Management Toolkit
A Cyber Security Upsell Campaign
1 x 30 Minute One To One With Fiona
When booked by 10th August
Your Trainer
Hi, I'm Fiona Challis. I'm an MSP Sales Expert and I have already enabled over 500 MSP's to implement the winning account management strategy and process you will learn in this course.
As a result of completing this training I have seen MSP's completely transform their customer spend, frequency of spend and the life time value of their clients and I hope to help you achieve the same.
