Lead 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 B2B markets, a small group of key customers often generates significant revenue, making retention and development essential. This two-day interactive course equips customer account managers, engagement managers, project managers, and key staff with the skills to enhance and grow client relationships.
Participants will engage in practical exercises covering stakeholder identification, problem resolution, and negotiation. They will learn solution sales techniques, improve customer communication, and focus on dispute resolution and follow-up to maintain strong relationships. The program emphasizes addressing the root causes of customer feedback and complaints, focusing on underlying interests rather than surface issues.
By the end, participants will refine their ability to manage client portfolios, categorize customers, strengthen relationships, resolve issues proactively, and create a pipeline for future opportunities. This course ensures professionals are equipped to foster long-term customer satisfaction and drive sustainable business growth.
Course Objectives
By the end of this workshop, participants will :
- Equip participants with advanced techniques to manage and grow customer accounts, focusing on stakeholder analysis, problem resolution, and solution sales.
- Help participants re-evaluate 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 Agenda
Day 1
- Foundations of Customer Account Management
- Understanding Client Needs
- Account Planning and Strategy
Day 2
- Managing Customer Expectations
- Sales and Business Development
- Performance Metrics and ROI
- Conclusion and Q&A
Course Methodology
Day 1 focuses on advanced social media marketing techniques, starting with a Social Media Advertising Masterclass covering targeting, optimization, and budget management. Day 2 emphasizes creative and strategic elements, starting with a Social Media Landscape Overview, followed by an Advanced Content Creation Workshop where participants learn to craft platform-specific, high-impact content.
Course Objectives
By the end of the course, participants will be able to:
- Enhance their expertise in advanced social media strategies, focusing on advertising, content creation, and optimizing audience engagement for improved campaign performance
- Stay updated with the latest developments and effectively boost content visibility
- Gain the skills to develop and execute well-structured social media campaigns, incorporating key strategies such as influencer marketing, and ROI measurement to drive business success
Target Audience
Corporate marketing managers, social media strategists, brand managers, digital marketing professionals, content marketing specialists, corporate communications managers, public relations executives, advertising account managers, e-commerce marketing professionals, marketing analysts, business development managers, community engagement officers, internal communications specialists, event marketing coordinators, customer experience managers, nonprofit organization marketing directors, product marketing managers, brand communications specialists and corporate executives interested in digital strategy
Target Competencies
- Master advanced targeting, budget optimization, and performance analysis for impactful advertising
- Craft platform-specific, high-impact content using storytelling and design techniques
- Stay updated on algorithm changes and emerging trends to boost content visibility
- Develop and execute structured social media campaigns with comprehensive content calendars
- Monitor brand sentiment and build loyal communities through effective engagement
- Integrate AI, automation, and new platform strategies to stay ahead in social media marketing
- Analyze ROI and KPI metrics to optimize strategies and measure campaign success
