Key Account Management in a few figures
Publié le 29 June 2021Before you drill down into the details and plan out the costs and benefits of setting up and running a Key Account Management program, you first have to think about what the head of the company has in mind when they decide to invest in this sort of initiative. Let’s take a look. Disruptive events with an impact on the markets—societal, political, economic, technological and otherwise—are occurring at a faster pace, requiring business leaders to continually adjust their strategy, adopt new initiatives and innovate. The goal is to achieve results, which are measured in growth, profits, image, customer satisfaction, etc. When it comes to the products on offer, companies seek […]
Building & rolling out a KAM program
Publié leSo you want to build a KAM program that is sure to achieve the goals set by management. It may seem like a formidable challenge, but it’s not actually that daunting. The secret is the methodology. Success is guaranteed if you follow a specific set of steps guided by strategic milestones, in order if possible. The first of all these steps is to acknowledge a fact: each program is unique! To put together your own, you need to make sure that you’ve clearly identified all the ingredients and you’re sure of your ability to procure them. Your focus will initially be on internal buy-in, processes, management methods, or recruitment, depending […]
Sales coaching practice makes perfect!
Publié leYou’re not going to believe me, but I just met an exceptional golf player. He only needed one lesson to learn the fundamentals of the swing, and has not taken any classes or received any tips since. All it took was a single lesson for him to pick it up. He became an exceptional player in a few short hours and wins nearly every tournament he enters. Similarly, I recently met the best salesman at a company and he had the gift, too. A few hours in an induction seminar, a handful of tips on the best way to sell the company’s offerings, and he picked it up. He became the company’s […]
Sales techniques: Take no for an answer
Publié leWe didn’t start this post with the legendary song “Je t’aime moi non plus” (I love you me neither) by Serge Gainsbourg and Jane Birkin out of our love for French chanson (well, maybe a bit), but to show that it’s not always a good idea to say yes during a negotiation and/or try to be liked. “No” is a very positive word. In some cases, it’s even advisable to seek it out. Here are three tips for making “no” work for you. The yes needs the no to win… The value of “yes” is always contingent on a “no,” as former French prime minister Jean-Pierre Raffarin pointed out with […]
How to chase away clients
Publié leHere’s the post you’ve all been waiting for: a guide to making your clients run for the hills. We’re going to set aside those who want to tank the company on purpose and/or fill their competitors’ coffers. Any resemblance to persons, living or dead, is purely coincidental! The Cowboy After making your client wait (be at least 30 minutes late), it’s time for the presentation. Get off to a great start by not introducing yourself. A slightly haughty “hello” will do just fine. Make clear that they don’t deserve you. If the atmosphere becomes slightly awkward, you’re on the right track! For bonus points, answer your phone if it rings […]
Customer relations: playing hard to get
Publié leClients demand excellent care and service—perfect in some sectors. As you continue to improve your customer care, they raise their standards even higher. Sometimes the situation reaches a tipping point. How do you handle clients who are vocal about their dissatisfaction—in good or bad faith—and provide them with the special touch that they are implicitly asking for? The SORC model, adapted by Charly Cungi from Kanfer and Saslow’s analysis grid, can help us get out of some tricky situations. Fortunately this type of customer played by Michael Douglas in Falling Down only exists in the movies… SORC, you say? S as in Discriminative Stimulus This is the criticism made by […]
Sales networking: how to make buddies
Publié leNetworking is a bit like when you’re a young student at a new school. How do you navigate the social jungle to form new relationships? Making people want to follow you and call you back is a science that’s within everyone’s reach. Smile, you’re on camera You only get one chance to make a first impression. If the first thing people think when they meet you is, “Wow they look drained!”,then you’re sure to be forgotten quickly. Happiness is contagious. Remember to smile and give off positive vibes. Be the person that people want to be around. Here are a few ideas: Do your clients have a pleasant time when […]
Where have all the sales prospectors gone?
Publié leYou need to adapt to survive, and there’s no better way to do that than solid sales prospecting. But in this era of social selling, lead generation and growth content strategy, is there still a place for sales reps who hunt down new business, like Jean-Pierre Marielle in the French movie Les Galettes de Pont-Aven? Many sales directors are on the lookout for prospectors, but they seem to be a dwindling breed. They’re working in the “customer solutions” department Customer support and solutions is kind of a hideout for sales reps. Why hack through the jungle in the outside world when you can sit in a comfy seat answering customer […]
Don’t let your ego take over!
Publié leIt’s not uncommon to negotiate with a buyer who tries to gain the upper hand. Sometimes that revolves around ego trips (real or feigned). Ego is never recommended because it distracts you from your goal. It’s like in judo. The more your opponent exposes that weakness, the easier it will be for you to use it as leverage. But you also need to watch out for your own ego. Here are four pitfalls to avoid. Back-and-forth aggressiveness Responding aggressively never gets you anywhere. Instead, ask yourself why your client is so intent on trying to frighten you. Because they’re trying to negotiate and they think that’s a technique. And if […]
Negotiating after an agreement: calling all PSS pros!
Publié leThe PSS, or post-settlement settlement, refers to an agreement made after the initial deal has been approved. It’s a common negotiating practice that is part of the corporate culture at some companies. For many, it’s a source of inspiration. Why do we often hesitate to enter into discussions on a PSS? Probably to avoid giving the impression that we want to renegotiate or that we’re not satisfied with the deal. But there are some good reasons for negotiating a PSS: The agreement that was just signed is a testament to both parties’ ability to work together under good conditions. They just reached an agreement, so there should be a positive […]
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