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Customer Success

Business Presentation

The primary objective of the Customer Success program was to shift the participant's mindset from an account manager to a trusted advisor.

Key Facts

  • Members can buy into the consortium at different levels.  The highest membership level provides branding and higher-level training for agencies that manage travel for corporate accounts.

  • 50% of the agencies are considered corporate travel agencies that offer management services to corporate clients

Challenges

  • Many Account Managers were promoted to their role because they were top producers.

  • Lack of training for Account Managers

  • Needed additional skills to step into the role of being a trusted advisor, not a manager

  • Lack of creative thinking skills

  • Lack of measurements for success.

KPI Measurements

  • After completing the course, the learner will have the skills necessary to:

  • Strengthen client relationships and improve client retention by 25%

  • Review and analyze client data to provide the top five strategic solutions and recommendations to achieve desired goals.

  • Provide six unique solutions to position themselves as experts in their field. 

  • Improve presentation skills

Program Outline

  • 12 hours of Virtual Interactive Training.

  • 7 hours of independent small group study

  • Live workshop

  • Peer support and learning

  • Final Presentations

Program Components

  • Monthly Coaching (Virtual Training)

  • Book Study 

  • Small Groups

  • One/One Coaching (Goal Setting

  • Live two-day workshop

  • Independent Case Study

  • Final Presentations

Personal Responsibilities

  • Needs Assessments

  • Budget Administration

  • Sponsor Management

  • Branding

  • Subject Management Expert Management

  • Marketing

  • Curriculum Design

  • Material Design

  • Program /Event Management

  • Coaching

  • Facilitation

  • Program Evaluation

  • Leader Guide 

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