Lead Trainer
Colin Millward MBA, PMP, CRP, CSM, A-CSPO
Project Management Trainer
Colin Millward brings over 35 years of expertise managing international enterprise systems projects across Europe, the U.S., and Asia-Pacific, showcasing leadership, cross-cultural skills, and measurable business outcomes. Since founding Knight Griffin Pte. Ltd. in 2003, he has provided management consulting and corporate training to diverse organisations. Accredited as a PMP® in 2005, Colin holds an MBA and certifications including CRP, CSM, and A-CSPO. As a Principal Mediator with the Singapore Mediation Centre, he resolves complex business disputes. Colin’s engaging approach, combining deep expertise, experience, and humor, continues to impact organisations across the Asia-Pacific region.
Course Summary
In the B2B landscape, a small group of key customers often contributes to a significant portion of revenue, making customer retention and development essential for long-term success. This interactive two-day course is designed for customer account managers, engagement managers, project managers, and key staff looking to enhance their ability to manage, service, and grow customer accounts effectively. Participants will engage in team activities and hands-on exercises covering stakeholder identification and analysis, problem resolution, negotiation, solution sales techniques, and effective customer communication. The course also delves into dispute resolution, customer engagement strategies, and proactive follow-up techniques. A key focus is on understanding the underlying drivers of customer inquiries, feedback, and complaints, teaching participants to address customer interests rather than just their stated positions. By the end of the course, attendees will gain new insights into managing their client account portfolio, categorizing customers strategically, strengthening relationships, anticipating potential challenges, and building a sustainable pipeline of future business opportunities.
Course Objectives
By the end of this course, participants will :
- Gain advanced techniques to manage and grow customer accounts, focusing on stakeholder analysis, problem resolution, and solution sales.
- Master and strategically categorize client portfolios, proactively addressing issues and building a pipeline for future opportunities.
- Develop effective communication skills for resolving disputes, engaging proactively, and exceeding customer needs.
Course Content
- Foundations of Customer Account Management
- Understanding Client Needs
- Account Planning and Strategy
- Managing Customer Expectations
- Sales and Business Development
- Performance Metrics and ROI
