We had to design a quick online training for Project Managers who were being groomed to handle Account Management practices. The course on Account Management Fundamentals outlined the basics of account management and more specifically, what they must do to move their organization up the value chain.
The learners needed to understand two aspects:
- Their organization’s view that was to scale the newly acquired/existing customer to an Account and then to a Key Account
- The need to work on changing the customer view and scale their organization from a service vendor to a strategic partner (This journey was mapped to four levels/quadrants and it represented the challenges that the learners must face to accomplish the required mandate.) Know More