AccountManagementIntroduction | Da Costa Coaching Training Academy

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The Client & Account Management Mastery Course

Introduction

AccountManagementIntroduction (4:07)

The role of a client/account manager

What is the role of a client or account manager? (1:59)
The key to great client management and customer service (0:41)

Understanding your clients

Understanding your customers (1:44)
Step by step guide to creating your customer personas (8:23)
How to use your customer personas (1:25)
Creating accountability with clients (3:15)

Managing client expectations and delivery levels

Managing Client Expectations (11:10)
How to stop over servicing (1:39)
The difference between a 'standard' service and an 'extra'
How your customer evaluates your service levels (1:21)
How to say no to client (2:16)
Dealing with project change and cost (3:00)

Value Pricing and Value Selling mini course

Introduction to Value Pricing & Value Selling (2:59)
A brief history of agency pricing (3:22)
What is the client buying? (6:13)
What is value pricing & selling and why is it so important to you? (3:30)
The difference between inputs, outputs, outcomes and impact (5:08)
Setting Your Price (2:06)
Setting a pricing context (4:37)
Selling on value not time (4:33)
Value Pricing & Value Selling (26:31)

Secrets to selling

When to have the 'Value' conversation with a prospect (3:54)
How to have the "Value' conversation (1:54)
Overcoming barriers and objections that might stop you taking a value selling approach (4:35)
My top 5 tips when selling your services (11:21)

Handling difficult situations

Empathy v sympathy (2:03)
How to handle difficult clients (22:00)
8 steps to dealing with difficult customers (4:20)
Giving difficult feedback (1:56)

Systems and tools to support client management

The importance of time recording and capacity planning (4:46)
Tools to aid communications with clients (2:34)
Team working & collaboration tools (8:57)

Planning

Seeing the bigger picture - operating in context (6:26)
Creating project plans (1:26)
Running effective meetings with clients (7:54)

Growing existing clients

Growing existing client accounts - Account Development Planning (2:42)
Strengthen your relationships with existing clients (14:14)
Getting referrals and testimonials (1:37)

Managing a team

Different demographics - in your team and your clients (6:17)
Running an effective meeting (8:40)
Communicating effectively (10:59)
Being a great leader (14:53)

Presentation skills mini course

1. PresentationSkills-Intro BAD (3:09)
2-PresentationSkills-Intro (1:42)
The secrets to presenting with confidence (9:29)
3-WhyPublicSpeakingIsImportant (1:22)
4-WhyPublicSpeakingScary? (4:08)
5-ConqueringNerves (4:12)
6-KnowYourSubject (0:46)
7-Practice! (1:14)
8-GettingInTheZone (3:24)
9-Good&BadPresentations (5:12)
10-IdealPresentation (6:26)
11-StagePresence1080 (2:50)
12-BodyLanguage (5:25)
13-VisualAids:PowerPoint (3:20)
14-VisualAids:CueCards (2:00)
15-VisualAids:Whiteboards (3:08)
15 Tips for delivering great presentations (14:15)

Presenting yourself as a peer

Improving understanding with clients (2:47)
Being heard (5:38)
Active Listening (4:39)

Course Wrap-up

Congratulations you are now equipped to effectively manage your clients! (1:08)

Bonus Course on pitching and proposal writing

You had a great prospect meeting, now you need to write a proposal (2:02)
Step by step guide to writing the winning pitch or proposal part 1 (10:39)
Step by step guide to writing the winning pitch or proposal part 2 (11:12)
You sent the proposal - now what? (1:24)

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