Post on 01-Nov-2014
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Hans Rissmann, OBE,
CEO Edinburgh International Conference Centre (EICC), United Kingdom
hans@eicc.co.uk
Principles of key account management
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Involving People, the EICC approach to key account management
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ClientRelationship Management
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ClientRelationship Management
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“ Tell me and I forget, teach me and I
remember. Involve me and I will learn”
Benjamin Franklin
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e ClientPipeline
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e ClientPipeline
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Involvement + Accountability + Task ownership ( )
=Client Delight & Customer Retention
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“ Be a yardstick of quality. Some people aren’t used to an
environment where excellence is expected”
Steve Jobs
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Excellence framework
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Investor in People - Human Resource Management standard - UK
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Hospitality Assured Meetings - service standard for the meetings industry -
International
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ISO14001 - Environmental management standard - International
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Green Business Tourism Gold award - Tourism industry environmental operation standard - UK
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ISO 9001 - Quality assurance - International
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Excellence through People - Hospitality industry Human Resource Management standard - UK
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“ Creativity comes from a conflict of ideas”
Gianni Versace
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Cross Functional Teamwork
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“ A business has to be involving, it has to be fun
and it has to exercise your creative instincts”
Sir Richard Branson
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“Business excellence is easy - all we have to do, is turn our backs
on mediocrity”
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