In this course, you will learn the core processes of both Account Management and New Business — the foundation of how we build, grow, and retain strong client partnerships.

You will be guided through the seven steps of Account Management, from onboarding a new client to securing renewals, and the seven steps of New Business, from defining market segments to ensuring retention and growth. Along the way, you will see how each role carries specific responsibilities and how best practices can be applied in daily work. By understanding these processes, you will gain insight into how the two areas connect and create a seamless client journey.
Mastering these processes is not only about following steps; it is about building trust, identifying opportunities, ensuring accurate documentation, and ultimately creating positive outcomes for clients. When applied consistently, they help strengthen relationships, reduce churn, and increase satisfaction. The course is designed to be practical and engaging. Each section introduces a process step and is followed by short interactive quizzes and scenarios that allow you to apply what you have learned. By the end, you will have a clear overview of the entire client journey and a deeper understanding of your role in making it a success.