Virtual Account Management Training Course

Course Highlights

This client relationship-building course will:

• Highlight the value of strengthening and expanding connections within client accounts.
• Introduce the client engagement cycle and outline strategies for staying engaged over time.
• Present the PLANS framework for methodical and impactful client interactions.
• Provide tools for creating a questions map and contact plan for various client segments.

Course Overview

“The Loyalty Lead: Techniques for Deepening and Widening Client Relationships” furnishes participants with strategies for fostering meaningful, lasting relationships with clients that lead to increased loyalty and business growth. By focusing on both deepening individual client connections and widening contacts within organizations, this course empowers sales and client service professionals to move beyond transactional interactions toward a partnership approach.

The program explores the client engagement cycle, giving participants a clear understanding of how to initiate, develop, and sustain client relationships. Through the PLANS framework, participants will learn to prepare intentional, client-centered call plans that lead to productive conversations. This framework, along with a questions map, helps ensure interactions are relevant and engaging, while the permission-benefits approach provides a structured way to ask insightful questions without feeling intrusive.

By the end of the course, participants will have the tools needed to articulate clear reasons for each client contact, build rapport with purpose-driven small talk, and create segmented contact plans that meet the unique needs of each client.

Program Objectives

At this program’s conclusion, participants should be able to:

• Explain the benefits of deepening and widening client relationships.
• Describe the client engagement cycle and what it takes to navigate it successfully.
• Follow the PLANS framework to create a methodical and purposeful call plan.
• Build a questions map tailored to client needs and goals.
• Articulate clear reasons for reaching out to clients.
• Build rapport through focused small talk.
• Frame a client call effectively to set expectations and encourage dialogue.
• Use the permission-benefits framework when asking questions.
• Create a contact plan based on different client segments.

Program Modules

• The Benefits: Why Go Deep and Wide
• Round and Round: The Engagement Cycle
• PLANS: Working Methodically
• Nitty Gritty: Diving into the Details
• The Right Amount of Contact: Segmenting Clients
• Take Five: Troubleshooting Common Challenges

Target Audience

This virtual training program is designed for groups that want to:

• Enhance client relationships by building trust and adding value in every interaction.
• Equip their teams with structured approaches for client engagement and relationship management.
• Strengthen client loyalty by segmenting interactions and tailoring engagement.

Suggested Format

• Two-Hour Virtual Training Course

Questions This Course Answers About Client Relationship Management

• Where can I find a course that teaches my team how to deepen and expand client relationships effectively?
• How can we improve our team’s skills in creating meaningful, value-driven conversations with clients?
• Where can I find training on increasing client loyalty and retention through structured client engagement?