Kim Arnold
Kim Arnold Consulting
11.00 - 12.30 CET/10.00 - 11.30 GMT
How to build better remote relationships with clients
Join Kim Arnold, the email authority, to conquer remote relationship hurdles. Embrace EEQ secrets, digital body language, and effective mediums for impactful connections across distances.
Vagner Pin
Pfizer, Brazil
13.00 – 14.30 CET/12.00 - 13.30 GMT
Needs, communication and the negotiation process
Elevate your role by cultivating thriving relationships with Procurement. Your customers are armed with knowledge and expectations. Excel as a key account manager by foreseeing needs, exceeding alternatives, and fostering customer-centricity.
Jens Hentschel
Founder, FIVIS
Get out of your (dis)comfort zone
15.00 - 16.30 CET/14.00 - 15.30 GMT
Elevate your role by cultivating thriving relationships with Procurement. Your customers are armed with knowledge and expectations. Excel as a key account manager by foreseeing needs, exceeding alternatives, and fostering customer-centricity.
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How to build better remote relationships with clients
11.00 - 12.30 CET/10.00 - 11.30 GMT
Communication expert and world email authority Kim Arnold is here to help.
Once upon a time, we turned to lunches or coffees to cement relationships with clients. But in a hybrid working world, booking even a simple video call can feel impossible. We increasingly find ourselves having to fall back on written communication to liaise with clients and stakeholders. But we’re total newbies when it comes to this remote relationship game.
How exactly do we create compelling remote connections? How do we build trust and empathy in just a few lines? How do we convey warmth and personality in a simple email or message?
Key take aways:
- What digital body language is and how to use it to nurture relationships
- How to get people to trust you, even if you’ve never met
- The secrets of EEQ (Email Emotional Intelligence) and why you need it in spades
- How to choose the right medium to communicate every time
- The simple everyday tips and techniques to build brilliant connections from afar
Kim Arnold is a communication consultant and founder of the world’s leading email writing training programme, Email Engagement.  Her programmes have helped organisations all over the world – including FTSE 250 businesses, international banks, global law firms and pharma giants – write emails that get results. Recognised globally as an expert authority on email writing, she is author of the award-winning book Email Attraction and has been featured in Forbes, the Financial Times, on CNBC, BBC Radio and more.  She is a guest lecturer at the University of Cambridge’s Institute of Continuing Education and at Bayes Business School in London.
Needs, communication and the negotiation process
13.00 – 14.30 CET/12.00 - 13.30 GMT
The negotiation process seems to change the way people behave. Often they feel obliged to withdraw and become more distant and more confrontational, which can be confusing if you thought you had a good relationship.
Negotiators you haven’t met before may be involved on the customer’s side and sometimes your side too. How should you respond? How do you navigate your way through this high-stakes situation? Close down or open up?
In this session Vagner Pin of Pfizer Brazil will help you find your way through the negotiation minefield, focusing on communication – the basis for all negotiations.
- What’s the role of communication in the negotiation process?
- Listening or hearing your customer: which are you doing ?
- How to use your mirror as an ally in negotiation.
Get out of your (dis)comfort zone
Build winning relationships with Procurement
15.00 - 16.30 CET/14.00 - 15.30 GMT
Your customers have never been better informed, better prepared, better equipped, and better trained in managing their buying processes.
This increasingly demanding customer in combination with their more professional procurement approach creates a challenging environment in which only those suppliers survive who can adapt quickly. Â
To succeed as a key account manager in this new world, you need to not only understand but anticipate your customer’s needs and their buyer’s requirements. You must constantly prove your competitiveness compared to their next best alternative, continuously improve what you do for them, and respond to all their needs with excellence.Â
It is these behaviors and hence a customer-centricity mindset that is the key to success in building winning and sustainable business relationships with your customer and their procurement teams.
Key take aways:
- Finally understand the buyer on your customer’s side.
- Immerse yourself in their processes to create value for your customer.
- Build winning relationships with Procurement by establishing your customer-centricity mindset.
Jens Hentschel has been building bridges between procurement and sales for more than 15 years. As inventor of the FIVIS customer-centricity model, he and his team made it their mission to help companies and their sales and procurement professionals build winning business relationships consistently and sustainably.
