Make decisions on key account management at the right speed for the risk involved.
Managing Strategic Customer Relationships and Key Accounts
A concise, decision-focused programme covering key account management end to end.
📍 Tripoli🗓️ 5 training days📚 4 modules🎓 Accredited certificate
5intensive training days
4scientific modules
8training sessions
32detailed points
Course Overview
Teams read what their leaders tolerate on key account management far more accurately than what their leaders announce. Authority is granted by the organisation; credibility in this area of organisational leadership is earned separately. The course covers the organisational leadership discipline at the level of detail needed to act, and stops there. The method assumes participants will be challenged on their handling of key account management and prepares them for it. Practitioner evidence points the same way: this area of organisational leadership improves fastest where responsibility for it is named and owned. They gain the ability to sequence improvements to the practice within organisational leadership in an order their organisation can absorb. It is pitched for practitioners with responsibility for key account management, not for observers of it. Buying a tool rarely fixes this area of organisational leadership; the underlying capability has to be built internally first. The final session converts the week's work on this aspect of organisational leadership into commitments with owners and dates.
Expected Learning Outcomes
Verify that improvements to key account management have held six months after they were introduced.
Resolve conflict about key account management without leaving residue.
Define the scope and boundaries of key account management so that responsibility for it is unambiguous.
Judge when to escalate key account management and when to absorb it.
Recognise when key account management needs a different leadership style than the one that got you here.
Build a concise leadership plan for key account management that colleagues can follow without further explanation.
Who Should Attend
Managers in small and medium organisations who own key account management alongside other duties.
Public sector officials applying key account management within a regulated framework.
Founders and owner-managers formalising key account management as the organisation grows.
Project and programme managers whose success depends on key account management.
High-potential staff being prepared for wider responsibility for key account management.
Executives leading multi-function programmes involving key account management.
Course Modules
Key account management: the conversations that decide the outcome
2 sessions · 8 pointsSession 1The cost of key account management and how to present it
- State the outcome expected from key account management in a single sentence anyone can repeat.
- Establish what evidence demonstrates key account management is under control.
- Give one piece of specific feedback on key account management within the week.
- Establish who is informed, consulted and accountable in key account management.
Session 2Recovering after a visible mistake on key account management
- Check that records of key account management answer the questions likely to be asked.
- Close out actions on key account management rather than leaving them open indefinitely.
- Write down the reasoning behind your position on key account management.
- Agree the smallest change to key account management that would be visibly useful.
Key account management: delegation, trust and accountability
2 sessions · 8 pointsSession 1Delegating key account management without abandoning it
- Collect evidence on the present handling of key account management before proposing changes.
- Write down the assumptions underpinning the approach to key account management.
- Prepare the response for the most likely failure in key account management.
- Set the decision rights on key account management: who decides, who is consulted, who is told.
Session 2Applying the standard on key account management to your best performer
- Check whether incentives anywhere reward behaviour that undermines key account management.
- Distinguish symptoms from causes when key account management underperforms.
- Draft the minimum viable leadership plan for key account management.
- Identify your successor for key account management and the gap they need to close.
Key account management: performance, standards and consistency
2 sessions · 8 pointsSession 1The paperwork for key account management that is actually needed
- Assign responsibility for keeping documentation of key account management current.
- Identify the conversation about key account management you have been postponing, and schedule it.
- Check that key account management still works when volumes rise unexpectedly.
- Rank the weaknesses in key account management by consequence rather than by ease of fixing.
Session 2Showing that key account management changed something measurable
- Identify which function can quietly block key account management and address it directly.
- Agree the standard on key account management and confirm it applies to everyone.
- Decide what you will delegate on key account management and what you will not, and say why.
- Name the person accountable for each part of key account management, not the committee.
Key account management: deciding under pressure and incomplete information
2 sessions · 8 pointsSession 1Building someone who can run key account management without you
- Set out the decisions in key account management that require sign-off and by whom.
- Set the review point at which key account management will be reconsidered.
- Define acceptance criteria for key account management in advance.
- Recognise publicly one person whose work on key account management went unnoticed.
Session 2Where key account management typically breaks, and why
- Confirm that the people affected by key account management heard it from you first.
- Assess the workload key account management adds and what you will remove to make room.
- Set the review interval for key account management and who attends.
- Ask the team what they think is wrong with the plan for key account management.
Choose the package that suits you
Silver Package
At least 3 people
USD1,250
- Workshop or Program Participation
- Airport Transfers
- Customized Badge
- Expert Mentorship (Private Sessions)
- Supervision & Secretarial Services
- Accredited Certificate of Participation
- Complete Training Kit
- Coffee Break
- Closing Ceremony
Gold Package
At least 3 people
USD1,850
- 5-night stay in a 5-star hotel
- Workshop or Program Participation
- Airport Transfers
- Customized Badge
- Expert Mentorship (Private Sessions)
- Supervision & Secretarial Services
- Accredited Certificate of Participation
- Complete Training Kit
- Coffee Break
- Closing Ceremony
Complete your registration
We will contact you within one business day to confirm.