Key Account Management for Utilities

January 15, 2025 | Online :: Central Time

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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.

Wednesday, January 15, 2025 : Central Time

9:00 – 9:05 a.m. :: Welcome & Introductions

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

9:05 – 9:45 a.m. :: 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 a.m. :: 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 a.m. :: Morning Break

10:45 – 11:15 a.m. :: 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 a.m. – 12:00 p.m. :: 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 p.m. :: Lunch Break

12:30 – 1:30 p.m. :: 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 p.m. :: 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 p.m. :: Afternoon Break

2:30 – 3:15 p.m. :: 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 p.m. :: 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 p.m. :: 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 p.m. :: 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

Erick Rheam, Consultant, Author

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.

We will be using Microsoft Teams to facilitate your participation in the upcoming event. You do not need to have an existing Teams account in order to participate in the broadcast – the course will play in your browser and you will have the option of using a microphone to speak with the room and ask questions, or type any questions in via the chat window and our on-site representative will relay your question to the instructor.

• Microsoft recommends downloading and installing the Teams app if possible. You may also use the Edge browser or Chrome.
• You will receive a separate email with a unique link to a personalized landing page which will include links to join all sessions of this event.
• If you are using a microphone, please ensure that it is muted until such time as you need to ask a question.
• The remote meeting connection will be open approximately 30 minutes before the start of the course. We encourage you to connect as early as possible in case you experience any unforeseen problems.

Please Note: This event is being conducted entirely online. All attendees will connect and attend from their computer, one connection per purchase. For details please see our FAQ

If you are unable to attend at the scheduled date and time, we make recordings available to all attendees for 7 days after the event

REGISTER NOW FOR THIS EVENT:

Key Account Management for Utilities

January 15, 2025 | Online

Your registration may be transferred to a member of your organization up to 24 hours in advance of the event. Cancellations must be received on or before December 12, 2024 in order to be refunded and will be subject to a US $195.00 processing fee per registrant. No refunds will be made after this date. Cancellations received after this date will create a credit of the tuition (less processing fee) good toward any other EUCI event. This credit will be good for six months from the cancellation date. In the event of non-attendance, all registration fees will be forfeited. In case of conference cancellation, EUCIs liability is limited to refund of the event registration fee only. For more information regarding administrative policies, such as complaints and refunds, please contact our offices at 303-770-8800

Credits

EUCI is accredited by the International Accreditors for Continuing Education and Training (IACET) and offers IACET CEUs for its learning events that comply with the ANSI/IACET Continuing Education and Training Standard. IACET is recognized internationally as a standard development organization and accrediting body that promotes quality of continuing education and training.

EUCI is authorized by IACET to offer 0.7 CEUs for this event

Verify our IACET accreditation

Who recognizes IACET Credits?

 

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Upon successful completion of this event, program participants interested in receiving CPE credits will receive a certificate of completion.

Course CPE Credits: 8.0
There is no prerequisite for this Course.
Program field of study: Specialized Knowledge
Program Level: Basic
Delivery Method: Group Internet Based
Advanced Preparation: None

EUCI is registered with the National Association of State Boards of Accountancy (NASBA) as a sponsor of continuing professional education on the National Registry of CPE Sponsors. State boards of accountancy have final authority on the acceptance of individual courses for CPE credit. Complaints regarding registered sponsors may be submitted to the National Registry of CPE Sponsors through its web site: www.nasbaregistry.org

 

Who Should Attend

Individuals working in the following areas will benefit from attending this event:

• Electric Utility Leaders
• Key Account Managers
• Customer Service Managers
• Business Development Managers
• Sales Directors
• Relationship Managers
• Marketing Managers
• Client Engagement Specialists
• Utility Program Managers
• Strategic Account Managers
• Customer Experience Professionals
• Senior Executives
• Customer Success Managers
• Operations Managers
• Account Representatives
• Energy Services Managers
• Consultants