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Communities thrive based on the health of their local businesses.
Utilities' business customers evolve at a rapid pace.
Utilities must evolve at the speed of commerce to remain relevant.
Gone are the days where reliability and low-cost rates are enough.
How does a utility enhance its customer service?
Utilities have properly trained key account executives to serve their communities.
Utilities create programs that leverage relevant goals and execute effectively.
Utility leadership supports programs and align them with community values.
Account executives work with clarity based on deliberate planning and properly resourced programs.
I crafted a key account learning experience that supports all utility types and the various stages of an account executive’s journey.
"I appreciate the thorough coverage of the topic and real-world practicality. Erick is very energetic and that helps me to remain engaged and excited about the training."
– Key Account Training Student, WPPI Energy
The purpose of this training is to get an account executive trained, and the utility prepared to jumpstart an efficient and effective customer support program.
The utility does not have a program.
The utility had a program but allowed it to becomes stagnate or obsolete.
There’s a desire to start a program, but there’s a lack of clarity on how to begin.
The utility doesn’t have a lot of resources to start and maintain a program.
Why: Clarify why a program is necessary for the community.
Who: Decide which customers qualify as a key account.
How: Determine how the utility will support a key account program.
I train staff onsite for a day of interactive training.
Title: Key Account Jumpstart Methodology
Time Commitment: 1 day
This training is intended for a utility that desires to start or relaunch a program but needs some targeted training and a clear plan with action steps on how to do that. This training will provide the participants with a 90-day plan to jumpstart a program and action steps on how to properly maintain an effective program utilizing my 90-day maintenance cycle methodology.
Key Deliverables: Companion workbook, a 90-day action plan, and a 45-day follow up virtual session with me.
"I was pleasantly surprised by the interaction from our group during Erick's workshop. His training exceeded my expectations and I think our survey results from the participants showed that as well."
– Amy Collins, Missouri River Energy Services
Title: The Key Accounts Jumpstart Online Course
Time Commitment: 3 weeks
This platform provides the same learning objectives as the onsite experience but is delivered in a self-paced environment. Participants gain access to my learning management center where they engage the content in a fun and face paced video module-based learning strategy. I’m available for real-time instructor support and I also host an optional live virtual training session to discuss the material covered.
Key Deliverables: Companion workbook, 90-day action plan, and optional live virtual training session.
"Erick does a great job presenting the information in a virtual setting. He's very engaging and teaches the material in a very practical manner."
– Key Account Online Training Student
I partnered with the American Public Power Association (APPA) to create a certificate program that officially certifies an account executive on the principles of building and maintaining customer focused key accounts program.
This training is intended for utilities that are ready to solidify their key accounts program and make it a part of their standard customer service offering.
The utility desires to have a program, but is unsure how to properly launch it.
The utility has a program, but it's been neglected.
There's turnover in the utility and new personnel are assigned to key accounts.
There's lack of clarity of the activities needed to properly maintain a program.
Program Success: Clarify why a program is necessary for the community.
Account Exec Success: Decide which customers qualify as a key account.
Key Account Tools: Determine how the utility will support a key account program.
I come to your organization and spend four days training your staff on all the elements to earn Key Public Power Account Executive (KPPAE) designation.
Title: Onsite KACP Workshop
Time Commitment: 4 days
Key Deliverables: Copy of Key Accounts Field Manual, workbook, onsite meeting checklist, annual meeting checklist, sample Customer Action Plan (CAP).
"The course was well-designed to give a complete picture of a key accounts program."
– Course Participant at Cleveland Public Power
APPA offers a weeklong KACP workshop at a pre-determined location throughout the United States. Utility professionals from across the country gather to experience the workshop together. This provides a unique opportunity for participants to engage in rich discussion and learn from other account executives from other utilities.
Title: KACP Workshop
Time Commitment: 4 days
Key Deliverables: Copy of Key Accounts Field Manual, workbook, onsite meeting checklist, annual meeting checklist, sample Customer Action Plan (CAP).
"Erick is well prepared and has lots of experience and examples. The course has useful information and great group activities."
– Participant, Brownsville Public Utilities Board
APPA offers a self-paced online virtual experience of the KACP. This training experience translates all the elements taught in KACP but presented in an online video module format. Each participant receives access to the course and interacts with the content at a pace that works best for them. Each participant receives a one-hour coaching call from me midway through the course, where I review the material and answer questions.
Title: KACP Online Course
Time Commitment: 6-8 weeks
Key Deliverables: Copy of Key Accounts Field Manual, workbook, bonus material, 1-1 coaching call with me.
"Erick has done a great job presenting the information in a virtual setting. Very engaging and I really appreciate how he has incorporated personal, work-experience into teaching the material in a very practical manner."
– Pilot Participant
APPA offers the same self-paced online virtual experience of the KACP; however, I lead a weekly one-hour virtual group discussion. I review a portion of the training and engages the group in open discussions and breakout sessions.
Title: KACP Cohort
Time Commitment: 3 weeks
Key Deliverables: Copy of Key Accounts Field Manual, workbook, bonus material, 3x virtual group coaching calls with me.
"I was pleasantly surprised by the online course. Erick did a great job of keeping the information interesting in both the courses and the weekly webinars. The interaction amongst all of the participants was great. It's comforting to know that we are not alone in our struggles."
– Cohort Pilot Participant
I partnered with the American Public Power Association (APPA) to create a training program that certifies an account executive on advanced techniques and methodologies within key accounts management.
This training is intended for account executives that wish to continue the key accounts management journey and learn and master next level techniques that enhances their customer support and elevates their key accounts programs.
There's a myriad of variables associated with proper key accounts management.
Limited resources of time and money are constant barriers.
Lack of support can be a source of frustration.
Maintaining clarity and purpose of the program is difficult while managing other utilities issues.
Program Health Assessment: Discern the health of a program and steps to improve it.
Streamline Assets: Pare down the Customer Action Plan (CAP) and program plan process.
Focused Support: Learn the nuances of various support activities and how to customize it.
I come to your organization and spend two days training your staff on the elements to successfully complete the AKACP.
Title: Onsite AKACP Workshop
Time Commitment: 2 days
Key Deliverables: Copy of Key Accounts Field Manual, program health assessment, workbook, sample Abbreviated Customer Action Plan (ACAP), sample abbreviated business plan.
"I learned a lot of skills to improve our key accounts program.."
– Pilot Participant
APPA offers a yearly AKACP workshop at a pre-determined location throughout the United States. Utility professionals from across the country gather to experience the workshop together. This provides a unique opportunity for participants to engage in rich discussions and learn from other account executives from other utilities.
Title: AKACP Workshop
Time Commitment: 2 days
Key Deliverables: Copy of Key Accounts Field Manual, program health assessment, workbook, sample Abbreviated Customer Action Plan (ACAP), sample abbreviated business plan.
"This course will motivate me to get back on track!"
– Pilot Participant
I provide consulting services in support of utilities that desire to enhance their key accounts customer support but need some assistance to apply the key accounts program management principles.
Consulting is for utilities that need outside support and assistance to apply program principles and advice on how to address various barriers encountered when launching and maintaining a key accounts program.
My services are provided on a case-by-case basis.
1. Exploratory Call: Discuss the specific issues and expectations of a consulting project.
2. Proposal: A proposal is presented based on the outcomes discussed.
3. Project Acceptance: A project agreement is executed.
4. Consulting Begins: Deliver services based on pre-determined outcomes and platform delivery.
Book a CallThe choice is yours… will you join me on your journey back to significance today?
