Webinar: Sales and Account Management Best Practices | Using the Voice of the Customer to Grow Relationships, Revenues, and Profits

We’re hosting live webinars this month you should not miss!

Sales and Account Management Best Practices: Using the Voice of the Customer to Grow Relationships, Revenues, and Profits

Presented live on April 18, at 9AM— and 12 Noon EDT

Join us on Thursday, April 18th, 2013 for a live presentation on current best practices sales and account management leaders are implementing today that enable them to utilize Voice of the Customer data (surveying) to keep and grow critical account relationships, revenues, and profits.

This 40-minute presentation will be hosted by Dennis Chapman Sr, President and Founder of The Chapman Group, a sales and account management consulting firm, and go to resource for Fortune 1000 and mid-tier companies worldwide.  Dennis will present best practices and strategies for engaging your sales force in maximizing voice of your customer survey data to:
  • Empower sales and account management teams to expand wallet share and grow profitability through a better understanding of the customer’s perceived sources of value
  • Empower sales and account management leaders with improved “predictive” dashboard analytics allowing them to make better decisions
  • Empower B2B organizations to place Voice of the Customer metrics at the heart of the sales and account management planning processes.

This event will be held twice on Thursday, April 18th at 9 AM EDT and 12 Noon EDT.  Register today to guarantee your space in advance!

How to Register

Click the date and time to be directed to the registration page:


Or, copy and paste the link in your browser:

April 18, 2013, 9AM EDT webinar: https://www3.gotomeeting.com/register/847752582

April 18, 2013, 12 Noon EDT webinar click: https://www3.gotomeeting.com/register/285916110

Get to the Heart of Customer Experience | 7th Annual Net Promoter® Customer Experience Conference

The Chapman Group is a Proud Sponsor of the 7th Annual Net Promoter® Customer Experience ConferenceRegister now for 40% off:  


Register to Attend the 7th Annual Net Promoter® Customer Experience Conference

Date: Thursday, January 31, 2013 to Friday, February 1, 2013

Location: Eden Roc Renaissance Miami Beach

Over 500 B2B and B2C professionals have already registered — don’t miss this event!Click to Book Now for 40% Off General Event Registration: (or copy and paste the following url in your browser)


We also invite you to attend The Chapman Group’s sponsored session at the event,

VOC Data :  The Currency for New and Improved Opportunities

Presented by Cedric Singelton, Director, Customer Relations, Starlims

Friday, February 1, 1PM

Starlims, a division of Abbott Laboratories, is one of the leading providers of laboratory information management systems. When Cedric was brought on board to develop their customer care program, he understood it was essential to focus on 3 areas: data integrity, prioritizing information, and the importance of goal setting. Cedric will share how his company employs NPS and the communication strategy they use to help them act on the feedback.  (B2B. Science, Technology.)

About the Conference

At the 7th Annual Net Promoter® Customer Experience Conference, you can hear from thought provoking speakers Joseph Jaffe, Richard Owen, Wendy Lea and Don Peppers; absorb NPS and CX best practices shared by representatives from Dell, First Services Direct, Kronos, HouseMaster, ShelfGenie and more; and discover the latest NPS trends. Come to the Eden Roc in Miami January 31-February 1, 2013 and be part of the experience!

We Hope to See You There!

Tune-Up Strategy for a Best-In-Class Strategic Account Management Program Part II: People

Have you ever had a bad customer service experience that made you want to stop buying from a company? — Or, have you ever committed to buying from a particular company simply because you enjoy how you are treated by the people there who serve you?  If either has happened to you, then you can appreciate that the people who handle customers have a significant impact on customer-behavior.

Simply put, good customer service = repeat business, referrals and loyalty.

In Strategic Account Management, the account team is expected to develop loyalcommitted customers.  While price breaks and demand fulfillment capabilities may attract buyers, it’s the people (account team) managing the account — and their collective aptitude that impacts the ongoing relationship with the Customer.

The interaction between your account team and the Customer can make or break the Customers’ perception; how the supplier organization values their business and their unique return (ROI) from doing business with you.  When your account team is misaligned to the Customer’s needs, the Customer will seek out alternative suppliers to better address/meet their needs.



In order to decrease competitive threats and cultivate growth opportunities within your existing accounts, take the time now to assess the aptitude of your account management teams; the individuals within your organization  working directly and indirectly with Customers.  

Following the tips in our latest video will help you recognize opportunities to lead your account teams to improve and increase relationships, revenues and margins– AND, become a key competitive advantage of doing business with your organization.



Incorporating an effective team-building strategy into account planning is a best practice that will help you to realize best-in-class leadership.  Continuing Education for your account and executive teams will support the execution of your strategic account management objectives.

2012 will be a great revenue year – 5 ACTIONS that you as the Leader can do to make it happen…NOW!

I suppose Leadership at one time meant muscles; but today it means getting along with people… Indira Gandh

  • Effectively engage with and obtain feedback from your most critical revenue sources (internal and external) – then integrate this feedback into your account and business action plans! The greater the engagement level the greater the success!
  • Ensure that all clients understand your economic value proposition – the economic impact that you as a strategic solutions supplier is having on their bottom line; document, validate and converse with client on it.
  • Align and optimize resources to opportunities – ensure that bottom line management is not causing valuable and hard to replace revenue from leaking out the back door!
  • Reward results – across the whole team; a thank you culture, compensation for exceeding goals and facilitate the alignment of compensation to critical business objectives!
  • Timely reviews and communications – keep everyone in the “Performance Loop”; knowledgeable about where they are, what needs to occur now and immediate corrections actions to previous plans

It also remains critical that Leadership shows the way – in every way!