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Key Accounts Certificate Program
Key Account Field Manual
Key Accounts Field Manual
Section #1 - Implementing a Customer-Focused Key Accounts Program
Introduction (10:37)
Module 1: Build The Foundation (30:38)
Module 2: How To Address Stalled Programs (12:12)
Module 3: Assembling Key Account Pit Crews (17:25)
Module 4: The Four-Phased Key Accounts Development Process Part #1 (Identity Phase) (32:52)
Module 5: The Four-Phased Key Accounts Development Process Part #2 (Clarity Phase) (24:42)
Module 6: The Four-Phased Key Accounts Development Process Part #3 (Roadmap Phase) (25:21)
Module 7: The Four-Phased Key Accounts Development Process Part #4 (Validation Phase) (10:42)
Module 8: Launching The Key Accounts Program Into The Community (31:28)
Module 9: The Value Of The Customer Action Plan (12:13)
Summary (7:04)
Section #1 Test
Section #1 Evaluation Questions
Section #2 - Developing Your Key Accounts Representative
Introduction (8:30)
Module 10: Key Accounts Representative Success Principles (18:33)
Module 11: The Power of Effective Communication (21:33)
Module 12: Master the On-Site Key Accounts Meeting (11:29)
Module 13: The Art of the Continuous Follow Up (12:52)
Module 14: The Perfect Day - Leveraging Focus (73:48)
Summary (6:38)
Section #2 Test
Section #2 Evaluation Questions
Section #3 - The Effective Key Accounts Toolbox
Introduction (8:09)
Module 15: The Importance of the Customer Relationship Management (CRM) Tool (23:21)
Module 16: The Customer Survey (14:40)
Module 17: Hosting an Annual Meeting (23:22)
Module 18: The Power of Advocacy (7:37)
Module 19: Other Common Tools and Services (23:04)
Module 20: Leveraging Your Utility Industry Network (15:44)
Summary (5:04)
Section #3 Test
Section #3 Evaluation Questions
Bonus Section
The Abbreviated Customer Action Plan (14:29)
Annual Meeting Checklist (5:44)
Decision Matrix (9:28)
Mobility Factor (7:33)
Onsite Meeting Checklist (7:53)
The CAP Workshop (38:23)
Key Accounts Exam - Section 1 - 3
Public Power 101 Webinar Series (111:34)
Sample Customer Action Plan
Module 20: Leveraging Your Utility Industry Network
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