Business Challenges

• The client’s business plans necessitated a significant reassessment of the skill set requirements for its principle client facing roles
• Pressure on margins requiring a change in focus for their Client Management functions from transactional selling to a relationship based value-added service
• Support required in developing a Client Manager Development programme to roll-out world-wide geared to delivering organisational and business goals
• The client required support in optimising and communicating new processes and tools to support the Client Management function

Solutions

• Development of a bespoke maturity model defining the target skill set and mapping existing staff  in terms of scale and depth of key competencies
• A suite of tailored training courses targeted at developing behavioural and relationship selling skills to Client and Line Managers
• A programme of training to improve efficiency and raise the quality of service to clients
• A detailed Personal Development Plan template for training and monitoring
• A worldwide roll-out of standardised courses tailored to specific cultural needs
• Design, develop and implement a suite of e-modules to upskill and assess client manager performance
• Supporting the design and implementation of new business processes
• Using a leading edge on-line assessment tool to identify both knowledge and confidence levels of Client Managers
• Provided guidance and tools to communicate and embed change within the Client Management Community

Benefits

• Identification and design of a clear skills programme focussed on areas of greatest need
• A maturity model for benchmarking each Client / Line Manager
• A suite of training solutions which the client can manage and utilise to ensure ongoing compliance
• Personal Development Plans for all client facing personnel designed to encompass new skills and enable greater motivation and mentoring
• Training of over 500 Client Managers globally in key relationship management and line management skills