"Execute activities to retain customers in order to grow the business in alignment with the overall business strategy"
- Reactive interventions - actions should be geared towards reducing these kinds of interventions:
- Appropriate problem solving and damage control actions are implemented to satisfy the customer.
- All actions are accurate and timeous as per customer expectations and needs.
- Follow-up and closing the loop is applied consistently.
• Pro-active interventions - actions should be geared towards increasing these kinds of interventions.
- Pro-active engagement with clients to sustain customer loyalty and to promote the RAM brand.
- Being innovative and creative with the kind / type of intervention implemented whilst ensuring that costs are contained.
• Actions are suitable and appropriate to a specific client to increase the value and meaning of the action for that client.
- Rate increases – Proactively negotiating with clients when they are due for a rate increase.
Conduct monthly KPI meetings with customers to discuss both RAMS’s and the client’s performances as well as any issues that have occurred.
- . Fully aware of and in support of monthly, quarterly and annual individual Sales targets.
- Plan, direct and coordinate all customer identification and sales activities towards meeting (own) individual Sales targets.
- Maintain a comprehensive and current awareness and understanding of RAMs services and operations in order to meet or exceed customers’ needs and expectations during the sales process.
- Proposals are professionally and accurately prepared in a manner that promote the RAM brand and facilitate the sales process.
Negotiate pricing to the benefit of both the customer and RAM.
- Accurate interpretation by key account holders to utilise the information to:
- identify underlying challenges and to find appropriate solutions;
- identify areas of priority, and to
- Form basis for sound business decisions in support of the retention of clients.
- Ensuring that all Sales and Retention admin and records are current and accurate.
- Providing timeous and accurate input for Sales and Retention reports.
- Providing monthly minutes of meeting held with customer’s to Sales and Retention Manager as well as other stakeholders.