Course

Implementing a Customer-Focused Key Accounts Program

Part of the Winter Education Institute. Discover how to engage key accounts customers and build programs around their needs, while focusing on the strategic needs of the utility.
February 11, 2020
Savannah, Georgia

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Tuesday, February 11

8:30 a.m. – 4:30 pm.

Certificate Program Requirement

This course is required for participants in the Key Accounts Certificate Program.

Course Overview

The electric industry is in constant flux and changes are causing many large commercial and industrial customers to modify their operations. Public power utilities need to stay ahead of these decisions and position themselves as customized service providers for key account customers. Discover how to engage key accounts customers and build programs around their needs, while focusing on the strategic needs of the utility. Learn how to build and implement a successful key accounts program—develop a clear and concise plan of action, assure adequate resources, get leadership and business community support, and procure commitment to maintaining and growing the program.

Course Topics

  • Identify key accounts and their value to the utility
  • Determine financial, budget and resource requirements
  • Conduct customer research to determine needs and expectations
  • Obtain buy-in from management, colleagues, and the business community
  • Develop measurable program goals
  • Launch a key accounts program
  • Apply the four phases of key accounts program development
  • Revitalize an existing key accounts program

Sample Agenda/Learning Outcomes

Download a sample agenda and learning outcomes.

Course Level

Basic: No prerequisites; no advanced preparation.

Accreditation

Recommended CEUs 7/PDHs 6.5/CPEs 7.8
Field of Study: Specialized Knowledge

Who Should Attend 

This certificate program is designed for public power key account managers and representatives. Other utility staff involved in key accounts, or those looking for professional development credentials, will also benefit.

Instructor

Erick Rheam, President, Team Rheam Productions, Inc. Erick is a consultant, speaker and author on key accounts and human dynamics. He co-authored the Association’s Key Accounts Field Manual: A Guide for Public Power Professionals. He has been involved in public power for 15 years. He worked as a key accounts manager and customer relations division manager for public power utilities in Indiana and Colorado, managing industrial pretreatment, key accounts, mid-market, conservation, and marketing programs. In partnership with Automated Energy, Inc., Erick offers key accounts consulting and education across the country.

Register online and view a chart of the Winter Institute courses.

 

Registration received on/before Jan. 20 Registration received after Jan. 20
  Members Others Members Others
Accounting
Public Utility Accounting - Feb. 10-11 $995 $1,990 $1,045 $2,040
Work Order & Asset Management - Feb. 12 $625 $1,250 $675 $1,300
Advanced Public Utility Accounting - Feb. 13-14 $995 $1,990 $1,045 $2,040
 
Cost of Service & Rate Design
Basic Cost of Service - Feb. 10 $625 $1,250 $675 $1,300
Intermediate Cost of Service - Feb. 11-12 $995 $1,990 $1,045 $2,040
Strategic Rate Design: Trends & Distributed Generation Impacts - Feb. 13-14 $845 $1,690 $895 $1,740
 
Key Accounts Certificate Program
Key Accounts Certificate Program - Feb. 10-14* $2,600   $4,800  $2,850 $5,050
  • Electric Utility Industry Overview - Feb. 10

$625

$1,250

$675

$1,300

  • Implementing a Customer-Focused Key Accounts Program – Feb. 11

$625

$1,250

$675

$1,300

  • Developing Your Key Accounts Representative – Feb. 12

$625

$1,250

$675

$1,300

  • The Effective Key Accounts Toolbox – Feb. 13-14 

$845

$1,690

$895

$1,740

  • Key Accounts Certificate Program Enrollment Fee**
$350 $350 $350 $350

Customer Service Management Certificate Program Enrollment Fee**

$350 $350 $350 $350
 

Technical Training

Underground Distribution Systems – Feb. 10-13 $1,595 $3,190 $1,645 $3,240
Advanced Underground Distribution System – Feb. 13-14  $625 $1,250 $675 $1,300

*Includes all required courses and the program enrollment fee—everything you need to participate in and graduate from the certificate program.

**The program enrollment fee covers the cost of study material, exam grading, and review of the post-course project. This fee is included in the program package price.

Travel Arrangements

Travel arrangements and costs are the responsibility of the participants (including hotel parking, WiFi, incidentals, etc.). The Association will not reimburse for changes in travel expenditures regardless of the cause.

Meals

A light breakfast, afternoon snack, and beverage breaks are included in the registration fee. All other meals are on your own.

Internet Access

WiFi may only be available in hotel common areas (sleeping rooms and hotel lobby), and will not be available in APPA meeting rooms. Please make arrangements to use cellular data on your device, or bring a MiFi or Internet hotspot for personal use. APPA will not provide a password for WiFi.

Name Badges

Name badges can be picked up at the Association's registration desk at the hotel starting at 7:30 a.m.

Cancellations/No-Show/Refunds/Substitutions

Registrants who cancel in writing on or before Feb. 3, 2020, are entitled to a refund of their registration fee, minus a $50 cancellation fee. Registrants who cancel after Feb. 3 will not receive a refund, but attendee substitutions will be allowed for this event only. Registrants and no-shows who do not cancel by Feb. 3 are responsible for the full registration fee and are not entitled to a refund. Cancellations must be made in writing and emailed to [email protected]

Hotel

The 2020 Winter Education Institute will take place at the:

DeSoto Hotel
15 East Liberty Street
Savannah, GA 31401

Reservations

  • Main telephone: 844-257-3520
  • Group Rate: $199 (Single/Double) per night (plus tax)
  • Check-in: 4 p.m.
  • Check-out: 11 a.m.
  • Parking: Valet Parking is $34/night
  • Room Rate Cut-off Date: January 20
  • Group Code: PUB
  • Online Reservation Link: American Public Power Association 2020 Winter Institute

Internet Access

WiFi may only be available in hotel common areas (sleeping rooms and hotel lobby), and will not be available in meet­ing rooms. Please make arrangements to use cellular data on your device or bring a MiFi or Internet hotspot for personal use. The Association will not provide a password for WiFi.

Location

All courses will be held in the DeSoto Hotel. The hotel is located about 15 miles from the Savannah/Hilton Head airport (SAV). Please contact the hotel for transportation options.

Travel Arrangements/Hotel Parking

Travel arrangements and costs associated with hotel parking are the responsibility of the participants. The Association will not reimburse for changes in travel expenditures regardless of the cause.

Need Assistance?

If you require assistance with hotel/travel arrangements, please contact Meeting Services at 202-467-2941 or [email protected].

Frequently Asked Questions

What to Bring

If you are enrolled in one of the following courses please note the items to bring with you. If your course is not listed you do not have to bring anything.
 

  • Advanced Public Utility Accounting: Bring a copy of your annual financial statement. Instructors will answer your questions on presentation and application of accounting policies and practices.
     
  • Basic Cost of Service: Concepts and Rate Planning: Participants are encouraged to bring a laptop to work through in-class exercises.
     
  • Intermediate Cost of Service: Implementation and Best Practices: Participants are required to bring a laptop with Excel and PowerPoint, to work through in-class exercises.
     
  • Key Accounts Certificate Program: The last day of the certificate program focuses on the Customer Action Plan post-course requirement. The instructor will walk participants through the CAP development process, so they will have a portion of the plan completed when they leave class. Participants are asked to bring a 1) laptop and 2) information on a key account customer they intend to run through the CAP process. Attendees will receive more information on these requirements a week before the course.

Class Start/End Times

All classes will begin at 8:30 with the following exceptions:

Registration/Name Badges

Name badges can be picked up at the Association's registration desk at the hotel starting at 7:30 a.m.

Meals

A light breakfast, afternoon snack, and beverage breaks are included in the registration fee. All other meals are on your own.

Hotel & Location

Click here for hotel and location information.

Dress code

The attire for the Institute ranges from business casual to casual--whatever you're comfortable in. Meeting room temperatures vary, so prepare to dress for cool conditions.

Cancellations/No-Show/Refunds/Substitutions

Registrants who cancel in writing on or before Feb. 3, 2020, are entitled to a refund of their registration fee, minus a $50 cancellation fee. Registrants who cancel after Feb. 3 will not receive a refund, but attendee substitutions will be allowed for this event only. Registrants and no-shows who do not cancel by Feb. 3 are responsible for the full registration fee and are not entitled to a refund.

Where and when are the next Education Institutes?

Spring Institute
May 4-8, 2020
Hyatt Regency
Columbus, Ohio

Fall Institute
Sept. 28-Oct. 3, 2020
Renaissance Seattle
Seattle, Washington

Questions?

Contact us at [email protected] or call 202-467-2977.