Account Management

What could an effective telesales operation do for your business?

This is where telesales manage a portfolio accounts. They take responsibility for their portfolio and are accountable for the results. This is a pro-active, cost effective business development role.

Generally their overall objective will be to increase the sales and profitability of their allocated accounts or territory. It therefore has the capability to have an immediate positive impact on the organisation’s bottom line. For this reason telesales account management should be seriously considered as part of the overall sales and marketing strategy.

The role of the account manager is to help the company develop business by:

• Acquiring new business
• Retaining existing business
• Growing existing business

Effective account management is based on excellent communication. Account managers look to develop good quality, long term relationships with customers. They value their relationships and enjoy developing their connections enabling them to develop a deep understanding of the customer, their business and their needs.

This skill is applied equally within the organisation as part of managing the customer relationship is the ability to resolve any issues the customer may have quickly. This will involve dealing with individuals in other departments who may have different priorities so communicating effectively and building strong relationships within the organisation are just as important as building relationships with customers.

Having a customer communication strategy is crucial. Relevant, timely communication can take a no spend/low spend customer or prospect through to a regular customer.

It is essential for account managers to be well trained with a detailed understanding of the organisation’s products and services as well as the industry they operate in and their competitors. Their goals need to be aligned to the company’s goals and core values.

Given the number of calls and customer contacts each account manager will have each day there will be many opportunities to spot changes in the market, show trends and actively identify areas to develop new business. Having the right tools to manage this information and enable them to react timely to these opportunities will be key. Whether it’s a basic contact management programme or a full bespoke CRM system a suitable method of tracking the information collated is crucial for success.

Setting up an account management team is relatively simple. Recruiting the right people with the right attitude and skill set is fundamental. Account management is a cost effective and proactive sales tool. This role is all about building long term, sustainable relationships with customers and is a long term business strategy.

The initial costs of set up, recruitment and training can be justified and offset against the gain in profit.

If you would like to explore the option of setting up an account management team for your business get in touch with us on 01227 389570