The Brief
Key account managers carry a great deal of responsibility … they can make or break a revenue stream. And if they leave, a company can lose a great deal of knowledge and expertise overnight. Classic fm asked us not only to protect their future but also to discover and share best practise to raise everybody’s game.

The Solution
We applied our ability to model top performers to raise the capability across their sales and key account teams. What top performers say they do and what they actually do can be very different. Like top chefs, they often work instinctively. Noting and sharing recipes is a way of helping others to repeat their success.

Modelling is a swift and powerful way of enabling an organisation to reproduce success. The underlying principle is simple – if you want to do something well, first find someone who already does it well; second, find out what they do specifically that makes them outstanding; third, start doing what they do. In practice this requires great precision; the skill lies in identifying the key pieces that make the difference - often unconscious and intuitive.

Once these have been carefully defined we are able to produce a ‘performance model’ and construct a training programme that rapidly make these skills available to others. Using this technology we were able to show the sales specialists from Classic fm how to significantly improve effectiveness; to retain and rejuvenate their top performing account managers. Why reinvent the wheel?