Become a master of client and account management
4.3 (17 ratings)
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Become a master of client and account management

A to Z of everything you need to know about how to effectively manage and grow clients
4.3 (17 ratings)
Instead of using a simple lifetime average, Udemy calculates a course's star rating by considering a number of different factors such as the number of ratings, the age of ratings, and the likelihood of fraudulent ratings.
1,118 students enrolled
Created by Robert Da Costa
Last updated 3/2017
English
Current price: $10 Original price: $95 Discount: 89% off
5 hours left at this price!
30-Day Money-Back Guarantee
Includes:
  • 1.5 hours on-demand video
  • 8 Supplemental Resources
  • Full lifetime access
  • Access on mobile and TV
  • Certificate of Completion
What Will I Learn?
  • Confidently manage clients in all situations
  • Better understand your customers to ensure a great relationship
  • Stop over servicing
  • Learn how to say no to a client
  • Handle project change
  • Give difficult feedback
  • Learn the best tools and techniques for time management and capacity planning
  • Create project plans
  • Present with confidence
View Curriculum
Requirements
  • Desire to improve their client management skills
Description

If you need to manage clients on an ongoing basis, then this course is a must for you. It covers everything you need to know from the role of the account/client manager to how to put plans together, managing challenging clients and having difficult conversations. What to do about 'scope creep' and how to stop overservicing.

As well as my insight and experience, you will also get access to tools and templates to help you effectively manage clients - resulting in longer term relationships and growing revenues.

By the end of the course you will:

  • Confidently manage clients in all situations 
  • Better understand your customers to ensure a great relationship
  • Manage changes to requirements without the need to over service
  • Learn how to politely but firmly push back on clients and say NO when necessary
  • Understand the importance of time recording, capacity management and project management tools
  • Present yourself in front of your peers and clients with confidence
  • Learn Active Listening skills

I developed this course because of demand from my clients and public courses I deliver.  I wanted to be able to share my 20+ year's of experience with a wider audience at a cost effective price.

Who is the target audience?
  • Anyone who has clients that they need to manage effectively
  • Anyone who wants tip, tricks and tools to help improve their client handling
Compare to Other Management Skills Courses
Curriculum For This Course
28 Lectures
01:43:15
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Introduction
1 Lecture 04:07

Introduction to this account management course covering the A to Z of everything you need to know about client management

Preview 04:07
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The role of a client/account manager
6 Lectures 17:27

What is the role of a client manager?  Learn why it's much more than just making the client happy!

Preview 01:59

If we understand exactly who our customers are then we will have an effective relationship with them.  This lesson introduces the concepts of a customer persona.

The key to great client management and customer service
00:41

How do you define your customer persona?  This lesson outlines the approach to working out who they should be and how to define them.

Understanding your customers
01:44

A step by step guide to creating your customer types or personas including a downloadable workbook.

Step by step guide to creating your customer personas
08:23

Now you have defined your customer personas, how do you use them in your day to day business?

How to use your customer personas
01:25

Creating accountability means not only being accountable to your client but also the client to you - to ensure you have a partnership relationship rather than a 'supplier/customer' relationship

Creating accountability with clients
03:15
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Managing client expectations and delivery levels
6 Lectures 22:16

Over servicing is a massive issue for many companies, especially for service based businesses.  So how do you handle this and how can you push back on the client?

Preview 01:39

How can you ensure your client understands what the difference between a 'standard' service and something you do as an 'extra' - which should generate loyalty for you from the client?

The difference between a 'standard' service and an 'extra'
09:27

How does your customer evaluate the service levels you offer?  This lecture gets you to stand in the customer's shoes.

How your customer evaluates your service levels
01:21

A strong client manager is able to push back and say 'no' to a customer when appropriate.  How can you do this without fear of losing the client?

Preview 02:16

Projects will always change.  You can't know at the start what might happen so how do you manage project change?  This lecture explores best ways to manage expectations and deal with change in a professional way.

Dealing with project change and cost
03:00

When we sell TIME we commoditise what we do and this leads to discounting.  So how do you identify the VALUE of what you deliver your customers and be sure that is what you are selling?

Preview 04:33
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Handling difficult situations
3 Lectures 08:19

What is the difference between sympathy and empathy?  Why is it important that we empathise with our clients but don't offer sympathy?

Empathy v sympathy
02:03

8 practical steps on how to deal with challenging clients

8 steps to dealing with difficult customers
04:20

Sometimes we need to give unwelcome news to our clients, so how do you prepare for this challenging conversation and deliver it with confidence?

Giving difficult feedback
01:56
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Systems and tools to support client management
3 Lectures 08:57

Why do we need to use time recording tools and capacity management systems?

The importance of time recording and capacity planning
04:46

What tools are on the market to aid with planning, profitability and communications?  In this lesson we look at 3 types of tool that you can use:

  1. Time recording
  2. Project planning (to manage capacity)
  3. Collaborative working tools


Tools to aid communications with clients
02:34

How do you ask your customers for testimonials and referrals and when is the best time to do so?

Getting referrals and testimonials
01:37
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Planning
4 Lectures 18:28

How can you and your team make decisions with confidence and clarity?  This lecture explores the concepts of CONTENT and CONTEXT.

Seeing the bigger picture - operating in context
06:26

How do you run an engaged focused meeting that delivers tangible outcomes and starts & ends on time?

Running effective meetings with clients
07:54

Creating clear project plans enable you capture your client's strategy as well as ensure you deliver on time

Creating project plans
01:26

We all know it's cheaper to retain clients than constantly look for new ones, so what tips and approaches can you use to ensure you keep clients for the long term?

Growing existing client accounts - Account Development Planning
02:42
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Presenting yourself as a peer
4 Lectures 22:33

A significant part of being a great account / client manager is to be able to stand in front of a customer(s) and present with confidence and clarity.  This lecture gives you some great tools and techniques to not only prepare well but deliver your messages in a succinct clear way.

The secrets to presenting with confidence
09:29

Great customer relationships are based on great empathy with you client. This lecture introduces the concepts of 1st, 2nd and 3rd position.

Improving understanding with clients
02:47

Being heard
05:38

Being a great listener is a vital skill to fully engage with clients (and a great life skill).  In this lecture, we explore what it means to be a great 'active listener' and outline tools and tips to achieving this.

Active Listening
04:39
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Course Wrap up
1 Lecture 01:08

Congratulations!  You made it to the end of the course.  Here is a summary of what we covered.

Congratulations you are now equipped to effectively manage your clients!
01:08
About the Instructor
Robert Da Costa
4.4 Average rating
71 Reviews
3,301 Students
4 Courses
Business coach and trainer

Rob has 25+ years of commercial business experience from working in blue chip companies to starting, growing and selling his own successful PR, Marketing and Design agency. 

In 1991 he started his own marketing agency and over the next 11 years built an award winning business with 25 staff and revenues in excess of £1.5m.  He sold the business in 2002 and then retrained to become a coach and mentor. Since forming Da Costa Coaching in 2007 he has been helping owner-managed businesses to start and grow their business in a profitable and sustainable way.

His coaching style is business and results focused, empathetic yet challenging.  He is totally passionate about facilitating clients to get the fast positive results and is excited to launch a series of online coaching workshops.  Having spent 10 years helping 100s of businesses, he now wants to share his knowledge and experience with a wider audience via his online business courses