Account/Customer Journey Mapping
Friday 12th March 2021
12:15-1:15 p.m. CET/11:15-12:15 p.m. GMT
Dennis J. Chapman Sr. | CEO/President, The Chapman Group


This workshop will tackle what has been one of the most difficult tasks within the strategic account management profession, engaging a complex and always changing Key Account.

A key learning point during this workshop will include how to navigate and engage your complex customer and effectively engage your cross-functional team to address all critical relationship touchpoints.

This workshop will provide a case study example of a strategic supplier and their strategic partner on how they effectively engage, measure, and sustain a mutually beneficial more transparent and intimate partnership.

Key learning points include:
  • What is Journey Mapping
  • Addressing critical touchpoints and tangible value expectations
  • Alignment; Right Process – Right Team Members
  • Creating the environment for access, transparency, and relevant collaboration
  • Core relationship measurements and metrics to include
  • How to address expected challenges and roadblocks

Dennis J. Chapman Sr.
CEO/President, The Chapman Group

Dennis Chapman is a talented and seasoned executive with over 40 years of sales and account management experience. Dennis brings a wealth of expertise in the areas prospect/pipeline management, sales coaching and leadership, customer loyalty/commitment assessments and strategic account management (process, methodologies, skills, and tools/metrics). His metric-based, collaborative approach to working with clients has enable organizations to experience significant and sustainable revenue results in the form of client retention, acquisition and growth.

Hosted by:

The Association for Key Account Management

For more information:

Email [email protected]

AKAM's next webinar:

Friday, 16th April 2021

Why KAM fails - and how to rescue it
Cedric Roesler