Account Management

The customer has said yes. That changes the job.

You have made a promise. The customer now judges whether their decision to trust you and your organisation was right. They expect you to deliver what was agreed, own problems and work together.

Winning the sale means little if poor delivery, weak follow-up or the wrong account choices give the customer a reason to leave.

Your commercial aim remains clear: retain sound business, protect its value and identify further opportunities where there is a case to do so. But before asking a customer to buy more, you need to give them a reason to continue.

This volume of The Sales Professional's Handbook takes you from the first days after the sale through to account management and growth planning. It will help you understand customer experience, manage risk, decide where to invest time and identify where further development has a clear business case.

Retain the right customers. Protect the value of the business. Grow the right accounts.

Praise for previous work from this writing partnership:

"Insightful, readable and above all truly useful."

"...a grown-up book from authors who know what they are talking about."

"A brilliant analysis of the skills, knowledge and behaviours required of today's sales professional."

"The sat nav of selling."

Dr Beth Rogers

Recognised internationally as a pioneer of sales education.

Dr Jeremy Noad

Business improvement and leadership professional with over 30 years' experience.