05 the concierge account manager
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The document presents a keynote speech by Armin L. Rau focusing on the role of modern account managers as the 'concierge' for their customers. It emphasizes that retaining existing customers is significantly easier than acquiring new ones, highlighting the importance of customer loyalty for profitability and competitive advantage. Key traits for account managers include empathy, proactiveness, and strong relationship development skills.
![© 2019 Armin L. Rau. All rights reserved. Do not duplicate, distribute, train from, or create derivative works from without permission.
The Modern Account Manager
Be The Concierge Of Your Customers
Key Note Speech for [COMPANY]
Armin L Rau, [PLACE], [DATE]](https://image.slidesharecdn.com/05theconciergeaccountmanager-201213202339/85/05-the-concierge-account-manager-1-320.jpg)
05 the concierge account manager
- 1. © 2019 Armin L. Rau. All rights reserved. Do not duplicate, distribute, train from, or create derivative works from without permission. The Modern Account Manager Be The Concierge Of Your Customers Key Note Speech for [COMPANY] Armin L Rau, [PLACE], [DATE]
- 2. © 2019 Armin L. Rau. All rights reserved. Do not duplicate, distribute, train from, or create derivative works from without permission. WHY?
- 3. © 2019 Armin L. Rau. All rights reserved. Do not duplicate, distribute, train from, or create derivative works from without permission. 5 times IT IS EASIER TO SELL TO EXISTING ACCOUNTS COMPARED WITH WINNING A NEW ONE
- 4. © 2019 Armin L. Rau. All rights reserved. Do not duplicate, distribute, train from, or create derivative works from without permission. 5 More Reasons
- 5. © 2019 Armin L. Rau. All rights reserved. Do not duplicate, distribute, train from, or create derivative works from without permission. 1Even more difficult to win back lost customers
- 6. © 2019 Armin L. Rau. All rights reserved. Do not duplicate, distribute, train from, or create derivative works from without permission. 2+5% customer loyalty leads to up to +75% profitability* *Source: Bain & Co.
- 7. © 2019 Armin L. Rau. All rights reserved. Do not duplicate, distribute, train from, or create derivative works from without permission. 3Protect against competition in a tight market
- 8. © 2019 Armin L. Rau. All rights reserved. Do not duplicate, distribute, train from, or create derivative works from without permission. 4Loyal customers buy continuously
- 9. © 2019 Armin L. Rau. All rights reserved. Do not duplicate, distribute, train from, or create derivative works from without permission. 5They recommend you through word-of-mouth
- 10. © 2019 Armin L. Rau. All rights reserved. Do not duplicate, distribute, train from, or create derivative works from without permission. The Main Focus is
- 11. © 2019 Armin L. Rau. All rights reserved. Do not duplicate, distribute, train from, or create derivative works from without permission. MORE SHARE-OF-WALLET
- 12. © 2019 Armin L. Rau. All rights reserved. Do not duplicate, distribute, train from, or create derivative works from without permission. The role & its tasks
- 13. © 2019 Armin L. Rau. All rights reserved. Do not duplicate, distribute, train from, or create derivative works from without permission. The role in a nutshell* End-to-end responsibility: revenue, budget, P&L Planning the Account: Account Development Plans Developing relationships *Source: Job Description AnyCompany Managing cross-functional teams Creation of Presentations, Proposals, Contracts Negotiation Quality Assurance Knowledge Transfer (new starters) + admin
- 14. © 2019 Armin L. Rau. All rights reserved. Do not duplicate, distribute, train from, or create derivative works from without permission. Winning Deals? Creating Opportunities Managing & Closing Opportunities Managing the C-Suite
- 15. © 2019 Armin L. Rau. All rights reserved. Do not duplicate, distribute, train from, or create derivative works from without permission. What is the most important trait of an Account Manager?
- 16. © 2019 Armin L. Rau. All rights reserved. Do not duplicate, distribute, train from, or create derivative works from without permission. EMPATHY
- 17. © 2019 Armin L. Rau. All rights reserved. Do not duplicate, distribute, train from, or create derivative works from without permission. The ideal Account Manager
- 18. © 2019 Armin L. Rau. All rights reserved. Do not duplicate, distribute, train from, or create derivative works from without permission. The Concierge
- 19. © 2019 Armin L. Rau. All rights reserved. Do not duplicate, distribute, train from, or create derivative works from without permission. We listen to our clients
- 20. © 2019 Armin L. Rau. All rights reserved. Do not duplicate, distribute, train from, or create derivative works from without permission. We are interested in people
- 21. © 2019 Armin L. Rau. All rights reserved. Do not duplicate, distribute, train from, or create derivative works from without permission. We take care & we give
- 22. © 2019 Armin L. Rau. All rights reserved. Do not duplicate, distribute, train from, or create derivative works from without permission. We simplify life, make it easy to our clients
- 23. © 2019 Armin L. Rau. All rights reserved. Do not duplicate, distribute, train from, or create derivative works from without permission. We deliver what we promise
- 24. © 2019 Armin L. Rau. All rights reserved. Do not duplicate, distribute, train from, or create derivative works from without permission. We never say « No » = we always find a solution
- 25. © 2019 Armin L. Rau. All rights reserved. Do not duplicate, distribute, train from, or create derivative works from without permission. We are available
- 26. © 2019 Armin L. Rau. All rights reserved. Do not duplicate, distribute, train from, or create derivative works from without permission. We are kind, courteous, discrete
- 27. © 2019 Armin L. Rau. All rights reserved. Do not duplicate, distribute, train from, or create derivative works from without permission. We remember and keep track of everything
- 28. © 2019 Armin L. Rau. All rights reserved. Do not duplicate, distribute, train from, or create derivative works from without permission. The ideal Account Manager Results of our enquiry with the concierges*: The Care Pyramid Memory Creativity Listening CareEmpathy Politeness Accessibility Support Integrity We listen to our clients We are interested in people We take care & we give (help, relief, advice) We deliver what we promise We never say « No » = we always find a solution We are available We are kind, courteous and discrete We simplify life, make it easy to our clients We remember and keep track of everything *Source: Armin L Rau Interviews carried out with concierges of Three 5 star hotels in Lyon France, 2012
- 29. © 2019 Armin L. Rau. All rights reserved. Do not duplicate, distribute, train from, or create derivative works from without permission. Do‘s and Dont‘s Be a concierge Be pro-active Focus Push Talk about yourself/your company Fight for power + -
- 30. © 2019 Armin L. Rau. All rights reserved. Do not duplicate, distribute, train from, or create derivative works from without permission.
- 31. © 2019 Armin L. Rau. All rights reserved. Do not duplicate, distribute, train from, or create derivative works from without permission. The Modern Account Manager Be The Concierge Of Your Customers Key Note Speech for innovabee GmbH Armin L Rau, Stuttgart, 9 January 2019