Account management presentation

Prepared for

Commonwealth Business Travel Group, Inc.

Travel management

why Account Management

Hiring

Compensation

Role & Responsibilities

Scorecards

Why An AM?

Travel management

“In high-performing companies, the science of account management is the centerpiece of the sales process, and within this context, artful selling produces the most effective results. “ Harvard Business School – Working Knowledge www.hbswk.hbs.edu/archive/4296.html

Account Management can make or break the success and profitability of an account.

With leading technology, products & services, thoughtful account management allows us to integrate our business & client loyalty deeper into our accounts.

Why an AM?

Travel management

Account management

Customer Satisfaction

Long Term Relationships

Account Profitability

Client communication

Products & Service implementation

Aligning changes in the industry with customer needs

Why an AM?Hire/train

Travel management

Hiring

Customer service Background

Not always within the industry

Team player

Effective communicator

Takes initiative

Overall professional

Why an AM?Hire/train

Travel management

Training

Shadowing Peer

Shadowing Agents

Shadowing DOS

Study proposals, presentations, reviews

Portfolio reports

Asking a lot of questions

Why An am?Hire/trainCompensation

Travel management

Compensation Paid Annual Salary

Small quarterly IncentivePerformance DefinitionsOUTSTANDING: Exceptional effort and achievement. Consistently high performance. 4

pointsEXCEEDS REQUIREMENTS: Consistently exceed requirements. Results are always

above standard. 3 pointsMEETS REQUIREMENTS: Fully acceptable performance. Basic job requirements are met

and occasionally surpassed. 2 pointsREQUIRES IMPROVEMENT: Barely meets minimum performance criteria. Borderline

performance needs improvement. 1 pointUNACCEPTABLE: Seriously fails to meet minimum requirements. Consistently produces

inadequate results. Immediate correction mandatory. 0 pointsIncentive Amount:0-13 Points: $ XX14-22 Points: $ XX23-31 Points: $ XX32-36 Points: $ XX

Opportunity for Annual Raise based on performanceProductivity: _______ Work Volume:

_______Work Quality: _______ Service Quality

_______Job Knowledge: _______ Interpersonal Skills _______Communications: _______ Standards: _______Initiative: _______Total Points: _______ / 9 = ________%

Why An am?Hire/trainCompensation Responsibilities

Travel management

Responsibilities Maintain Certain $$ portfolio

no accounts under $100k on am portfolio

any account under $100K – house account

Assessing profitability of each account

Extracting more business and/or adoption with current client base

Assist in proposal process if needed

Work closely with sales executives for smooth transition

Why An am?Hire/trainCompensation

Travel management

Responsibilities cont.

Build strong Communication plan with client

Daily, weekly, monthly, quarterly & yearly

Can include visits, phone calls, reports, industry updates,

monthly newsletter, reviews & surveys On-line tool training

Implementation training

Responsibilities

Why an am?Hire/trainCompensationResponsibilitiesScorecard

Why Morris Murdock

Scorecard Process

Set Account Management expectations Yearly

Productivity, Work Volume, Work Quality, Service

Quality, Job knowledge, interpersonal skills,

communications, standards, initiative

Set goals and performance measures yearly

Quarterly measurable goals, client retention,

customer growth, revenue growth, overall division

profitability

Meet quarterly to discuss

Why an am?Hire/trainCompensationResponsibilitiesScorecard

Why Morris Murdock

Scorecard Process - Expectattions

Work VolumeQuantity of work produced within a given amount

of time. Meeting sales/service/productions objectives and deadlines.

Pipeline/Portfolio: Ability to present a current pipeline/portfolio DOS once a month (2nd week). Provide detailed/up-to-date status of potential and or current clients. Golf Tournament: Assist in the planning and execution of yearly client golf tournament.(August). Carry out any assigned duties and attend tournament. Travel Expo: Assist in the planning and execution of client Travel Expo (February-every other year) Carry out any assigned duties and attend Travel Expo. Surveys: Distribute client surveys. Responsible for a 75% response rate. Results expectation is "Satisfactory" or higher. Monthly/Quarterly/Yearly Goals: Required to meet individual goals created by DOS. See individual goals for details. Customer Contact: Prospective clients and current clients are to receive the following communications: MMBT Newsletter: Monthly TOPAZ Reports: Monthly Manual Account Reporting: Provide (when applicable) any monthly reporting that us not automated through iBank. Revenue Share (if applicable)- Monthly/Quarterly Monthly Account Visits: Via telephone or personal visit. Agent "Touch": Have verbal contact with operations staff on a weekly basis. Account Reviews be performed quarterly or yearly (dependent upon account) as well as any other contact assigned by DOS or needed by an MMBT client.

Why an am?Hire/trainCompensationResponsibilitiesScorecard

Why Morris Murdock

Scorecard Process - Goals

Performance ScorecardMonth Client Retention Goal Productivity Goal Customer Service ScoreJan 100% Client Retention 20% Customer & Revenue Growth Satisfactory and aboveFeb 100% Client Retention 20% Customer & Revenue Growth Satisfactory and aboveMar 100% Client Retention 20% Customer & Revenue Growth Satisfactory and aboveApr 100% Client Retention 20% Customer & Revenue Growth Satisfactory and aboveMay 100% Client Retention 20% Customer & Revenue Growth Satisfactory and aboveJun 100% Client Retention 20% Customer & Revenue Growth Satisfactory and aboveJul 100% Client Retention 20% Customer & Revenue Growth Satisfactory and above Aug 100% Client Retention 20% Customer & Revenue Growth Satisfactory and above Sep 100% Client Retention 20% Customer & Revenue Growth Satisfactory and aboveOct 100% Client Retention 20% Customer & Revenue Growth Satisfactory and aboveNov 100% Client Retention 20% Customer & Revenue Growth Satisfactory and aboveDec 100% Client Retention 20% Customer & Revenue Growth Satisfactory and above Productivity: Ability to reach sales, productivity and customer service goals.Unacceptable Requires Improvement Meets Requirements Exceeds Requirements Outstanding 0 1 2 3 4Work Volume: Quantity of work produced within a given amount of time. Meeting sales/service/production objectives and deadlines.Unacceptable Requires Improvement Meets Requirements Exceeds Requirements Outstanding 0 1 2 3 4Work Quality: Accuracy, thoroughness, attention to detail, neatness, organization.Unacceptable Requires Improvement Meets Requirements Exceeds Requirements Outstanding 0 1 2 3 4Service Quality: Adherence to high quality service standards in contact with co-workers, customer, vendors and the general public.

Travel management

Discussion

Open Q&A