August 1, 2013

Survey 22 Responses Rating  1 = Complete responsibility  3 = Shared / Joint effort  5 = Little to no responsibility Interpretation considerations Consider how you want to display the responses and how you ask the question …heads up – no fun pictures or graphics and can’t compete with Rebecca’s presentation!

What is it What it’s called Change in needs Assigning Accounts Skill set Compensation Management Sales Implementation Online Templates / Process Discussion Topics Reporting Data analysis Customers events Customer Recognition CRM Tools Surveys SLA’s / KPI’s Global Operations Training

What do you define as Account Management? Proactive Account Relationship Technology Reporting Manage ALL aspects of program Benchmarking Strategic Educator Trends Account Satisfaction Project Management Main point-person Benchmarking Grow business Police policy Monitor spend Present Value-add Data Analysis

“Account Management is the primary strategic contact for our clients after launch /implementation. They strive to implement proactive, program development initiatives and serve as the driving force behind our long-standing relationships with clients.” The Travel Team says…

“Centralized point of contact for a customer that understands the customers business which in turn helps determine and shape their business needs. Being pro-active in monitoring monthly, quarterly and annual spend. Analyzing the spend data to leverage applicable suppliers for discounts and also identifying ways for a customer to save money such as travel patterns and habitual travel policy violators. Being easily accessible to the customer so they feel important and that their needs are taken seriously and to build and maintain the relationship. Being responsible for client retention, renewals and adding potential programs to further grow their business.” Travelink American Express says…

“The role is to synthesize client needs, identify solutions and implement and maintain these solutions on an ongoing basis. Being a consultant, technology road mapping, optimizing online servicing solutions. Business planning, quarterly and annual reviews, and ultimately responsible for the day to day travel program management. They need to drive grow, value-add and client focused solutions and increase retention.” Corporate Travel Planners says…

What do you call “IT”

How has Account Management changed over time? Technology and product knowledge Knowledge of account Benchmarking Best Practices Risk Management Ownership – Dedicated Expense Management Program uniqueness More outsourcing More traveler centric Good data

“More and more customers are moving away from relationship account management and towards strategic account management including negotiating deals and recommending best practice. Value for money is key.” Cain Travel How has Account Management changed over time?

Factors of when you assign an Account Manager 53% responded on account $ volume “All accounts have an assigned Account Manager” Account Manager vs. Customer Service or Inside Account Manager Other considerations  Reporting needs  Customer industry involvement  Consolidated vs. unconsolidated  SLA requirements Do you have a system for “categorizing” your customers? (based on $ volume, complexity, importance, etc.?)

Skill set and experience needed for “Best in class” Account Management Operations background Sales background Customer Service Project Management Industry supplier experience Other industry experience Other?

Compensation / Management Salary range Bonus program? Exempt vs. nonexempt Training – initial and on-going Report to Do your AM’s have company paid  Smartphones, Laptops, Wireless routers, iPads, Webinar account, other? Other necessary resources needed to perform job functions

Compensation / Management Office or telecommute Do you survey your customers on AM satisfaction? AM involvement in BTA’s, GBTA, ACTE, Purchasing organizations, other? How do you know you have a successful AM? How do you measure their productivity?

Sales Involvement

New Account Implementation Account Manager or separate position Individual or group effort Typical timeline Other?

Online tools Account Manager or separate position Sales demos End-user training Implementation Post-implementation administration & support Help Desk Staying up on industry & enhancements Other?

Online tools

Templates / Processes

Standard templates  Meeting Agendas, Travel Management Plans, Reviews, Travel Alerts, etc. Consistent marketing & messaging Documented processes Storage, maintenance and communication of new & changes Other?

Reporting / Data Analysis

Tool experience Data experience Reporting support Clean data More POS data gathering  billable / nonbillable  Variable project #’s  Why they didn’t book preferred  Why they book online  Various rule class reporting needs Agent vs. Online consistency and affects on front line and user experience

Reporting / Data Analysis Do you have the capability or do you report on the following with customers  Phone stats  Accuracy  stats  Value adds  Recorded phone calls  System down time  Other

Customer Recognition / Events Account Management function? What type of events & recognition  Customer forums  Partnership anniversaries  Funerals  Special customer news  Birthdays Joint with suppliers Other?

CRM Tool

Surveys Regular event or only as needed? Who creates? Typical questions & more unique questions Facilitation: Survey Monkey, Itinerary link, website, paper, , etc. Analysis and action plan Other?

SLA’s / KPI’s Ultimate responsibility Standard Unique Measurement Penalties

Global Knowledge of Global solutions? Perform Global Account Management & what does that consist of? Global Reporting Charge for GAM? Charge for data consolidation? Do you report into another agency GAM? GAM biggest challenges Other?

Operational/Miscellaneous Duties

Training Opportunities Presentation skills Reporting Analysis Mobile Apps Meeting etiquette & management Industry happenings i.e. Open Booking Industry and non-industry imposed technology Project and Time Management Negotiation and Sales skills Writing skills DISC or personality assessments Advanced MS Office  Excel – basic and advanced (filters, pivot tables, catenation, etc.)  Powerpoint – basic and advanced (animation, templates, adding sounds, etc.)  Word – basic and advanced (mail merges, track changes, tables, effects, smart art, etc.) Other

What next?