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Key Account Management for Utilities

On-Demand Training:
Key Account Management for Utilities

Recorded: January 15, 2025

Overview Agenda Instructors
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In the face of evolving electricity industry dynamics, it’s crucial for public power utilities to anticipate customer decisions such as relocating, switching energy sources, or adding their own generation. This course will show you how to position your utility as a customized service provider, staying ahead of these changes and maintaining strong relationships with key account customers.

This course equips utility professionals with the strategies and tools needed to manage the most influential commercial and industrial accounts effectively:

  • Implementing a successful key accounts program with a clear, concise plan of action.
  • Assuring adequate resources and obtaining leadership and community support.
  • Establishing a commitment to maintaining the program.
  • Engaging key account customers and building programs tailored to their needs while meeting the strategic goals of your utility.

Whether you are starting a new key accounts program or elevating an existing one, this course provides the skills, knowledge, and tools for success. Learn from real-world examples, access tools and templates, and practice skills.

Register now to transform your key account management approach and drive organizational excellence in the utility industry.

Learning Outcomes

  • Establish a robust foundation for a key accounts program that aligns with your utility’s strategic goals.
  • Identify and address challenges in stalled key accounts programs.
  • Build effective key account teams to drive initiatives.
  • Develop and implement a four-phased key accounts development process, including identity, clarity, roadmap, and validation phases.
  • Launch and integrate a key accounts program into the community effectively.
  • Recognize the value and implementation standards of customer action plans to enhance satisfaction and program success.
  • Assess priorities and principles for key accounts representatives.
  • Master effective communication techniques to enhance interactions with key accounts.
  • Conduct impactful on-site key accounts meetings to build stronger relationships.
  • Apply continuous follow-up strategies to maintain engagement and satisfaction.
  • Set clear key account management and performance goals.

Register

This is a recorded session - no instructor interaction is available. Recordings do not qualify for continuing education credits. Recordings will expire 30 days from date of purchase and sharing, downloading or copying of the recording in any way is strictly prohibited and will result in the termination of your license.

PURCHASE THIS RECORDING:

Recording license(s)$ 895.00 each

Agenda

8:45 AM - 9:00 AM

Log In and Welcome

12:00 - 12:30 PM

Lunch Break

9:00 AM - 5:00 PM

Course Timing

9:00 - 9:05 AM

Welcome & Introductions

Kick off the course with an overview of the agenda and objectives.

9:05 - 9:45 AM

Build the Foundation

  • Learn the essentials of establishing a robust key accounts program that aligns with your utility’s strategic goals and customer needs.
  • Cover key components and best practices for laying a strong foundation ensuring long-term success.
9:45 - 10:30 AM

How to Address Stalled Programs

  • Identify common challenges causing key accounts programs to stagnate.
  • Explore practical solutions to reinvigorate programs.
  • Gain insights into diagnosing issues and implementing strategies to get your program back on track.
10:30 - 10:45 AM

Morning Break

10:45 - 11:15 AM

Assembling Key Account Pit Crews

  • Understand the importance of building dedicated teams (Pit Crews) to support and drive key account initiatives.
  • Learn how to assemble and manage these teams to meet the specific needs of your key accounts.
11:15 AM - 12:00 PM

The Four-Phased Key Accounts Development Process: Identity Phase

  • Discover the first phase of the development process, focusing on identifying key accounts and understanding their unique needs.
  • Develop a systematic approach to recognizing and categorizing your most valuable customers.
12:00 - 12:30 PM

Lunch Break

12:30 - 1:30 PM

The Four-Phased Key Accounts Development Process: Clarity Phase

  • Dive into the clarity phase, where you’ll learn to create clear objectives and strategies for each key account.
  • Set achievable goals and develop strategic plans aligning with overall business objectives.
1:30 - 2:15 PM

The Four-Phased Key Accounts Development Process: Roadmap Phase

  • Explore the roadmap phase, involving developing detailed action plans to achieve the set objectives for your key accounts.
  • Create step-by-step plans ensuring consistent progress and accountability.
2:15 - 2:30 PM

Afternoon Break

2:30 - 3:15 PM

The Four-Phased Key Accounts Development Process: Validation Phase

  • Learn how to validate your key accounts strategies and plans through feedback and performance metrics.
  • Measure success and make data-driven adjustments to your strategies.
3:15 - 4:00 PM

Launching The Key Accounts Program Into The Community

  • Discover effective techniques for introducing and integrating your key accounts program within the broader community to maximize impact.
  • Communicate the value of your program and engage with community stakeholders.
4:00 - 4:45 PM

The Value of the Customer Action Plan

  • Understand the importance of a customer action plan and how it can enhance customer satisfaction and program success.
  • Gain practical tools for creating and implementing action plans meeting the specific needs of your key accounts.
4:45 - 5:00 PM

Course Wrap-Up & Q&A

  • Conclude the course with a summary of key takeaways, an interactive Q&A session, and next steps for implementing your newfound knowledge.
  • Solidify your learning and address any remaining questions

Instructor

Erick is a consultant, speaker, and author on key accounts and human dynamics. He co-authored the Association’s Key Accounts Field Manual: A Guide for Public Power Professionals and authored the Advanced Key Accounts Field Manual: A Guide for Next-Level Service. He has been involved in public power for 23 years. He worked as a key accounts manager and customer relations division manager for public power utilities in Indiana and Colorado, managing industrial pretreatment, key accounts, mid-market accounts, conservation, and marketing programs. He educates, trains, and inspires utility professionals on the art of key accounts program development and mastering human dynamics.

Erick Rheam

Consultant, Author