Grocery Rules of Account Management

Your role as an Account Manager is to: Understand their business better than anyone Proactively develop business with the customer Establish strong relationships with the decision makers and key influences within the business Understand the capabilities/limitations of the customer Deal with day-to-day business in a professional way Develop a partnership so your account can rely on you You are the Smiths News brand ambassador to your customer Insert presentation title. Go to Insert > Header and footer

Know your customer better than anyone else Know the market that you and your customer trade in Develop the partnership so the customer relies on you Be the expert Conduct regular store visits to gain insight Look for opportunities to add value Know your competitors and their strategy Speak the same language as your customers Request, from the customer, visibility of their internally conducted insight & research Always provide appropriate information at the right time Understand and facilitate relationships at all appropriate levels, as per customer’s requirement Have a Joint Development Plan with clear objectives, accountabilities and timings Insert presentation title. Go to Insert > Header and footer

Agree frequency of meetings with customer Conduct account meetings appropriately and professionally Agree frequency of meetings with customer Agree Contact meetings and Business Reviews e.g. Monthly Account Meetings with Quarterly Reviews Schedule meetings, for full year if possible, and share with Line Manager Adhere to agreed frequency Send Agenda and previous Minutes to accounts ahead of meeting and gain input on agenda from customer Account Meetings: Populate Standard Account Pack with up to date information Business Reviews: Populate Standard Business Review Pack and Update Internal Brief with up to date information Print and Bind enough copies of packs for all attendees Ensure appropriate grooming & business dress (suit, shirt / blouse, tie, shoes) Plan to arrive with sufficient time ahead of meeting time Abide by agreed timings and condense / expand on agenda as appropriate Complete Standard Contact report and circulate within 2 working days of meeting Follow through on actions / outputs of meetings and keep stakeholders informed Insert presentation title. Go to Insert > Header and footer