1. Account management presentation Prepared for
Commonwealth Business Travel Group, Inc.

2. Travel management Hiring Compensation Role & Responsibilities
why Account Management
Hiring
Compensation
Role & Responsibilities
Scorecards

3. Travel management
Why An AM?
“In high-performing companies, the science of account management is the centerpiece of the sales process, and within this context, artful selling produces the most effective results. “ Harvard Business School – Working Knowledge
Account Management can make or break the success and profitability of an account.
With leading technology, products & services, thoughtful account management allows us to integrate our business & client loyalty deeper into our accounts.

4. Travel management Account management Customer Satisfaction
Why an AM?
Account management
Customer Satisfaction
Long Term Relationships
Account Profitability
Client communication
Products & Service implementation
Aligning changes in the industry with customer needs

5. Travel management Hiring Customer service Background
Why an AM?
Hire/train
Hiring
Customer service Background
Not always within the industry
Team player
Effective communicator
Takes initiative
Overall professional

6. Travel management Training Shadowing Peer Shadowing Agents
Why an AM?
Hire/train
Training
Shadowing Peer
Shadowing Agents
Shadowing DOS
Study proposals, presentations, reviews
Portfolio reports
Asking a lot of questions

7. Travel management Compensation Why An am? Hire/train Compensation
Paid Annual Salary
Small quarterly Incentive
Performance Definitions
OUTSTANDING: Exceptional effort and achievement. Consistently high performance. 4 points
EXCEEDS REQUIREMENTS: Consistently exceed requirements. Results are always above standard. 3 points
MEETS REQUIREMENTS: Fully acceptable performance. Basic job requirements are met and occasionally surpassed. 2 points
REQUIRES IMPROVEMENT: Barely meets minimum performance criteria. Borderline performance needs improvement. 1 point
UNACCEPTABLE: Seriously fails to meet minimum requirements. Consistently produces inadequate results. Immediate correction mandatory. 0 points
Incentive Amount:
Points: $ XX
14-22 Points: $ XX
23-31 Points: $ XX
32-36 Points: $ XX
Opportunity for Annual Raise based on performance
Productivity: _______ Work Volume: _______
Work Quality: _______ Service Quality _______
Job Knowledge: _______ Interpersonal Skills _______
Communications: _______ Standards: _______
Initiative: _______
Total Points: _______ / 9 = ________%

8. Travel management Responsibilities Why An am? Hire/train Compensation
Maintain Certain $$ portfolio
no accounts under $100k on am portfolio
any account under $100K – house account
Assessing profitability of each account
Extracting more business and/or adoption with current client base
Assist in proposal process if needed
Work closely with sales executives for smooth transition

9. Travel management Responsibilities cont. Why An am? Hire/train
Compensation
Responsibilities
Responsibilities cont.
Build strong Communication plan with client
Daily, weekly, monthly, quarterly & yearly
Can include visits, phone calls, reports, industry updates, monthly newsletter, reviews & surveys
On-line tool training
Implementation training

10. Why Morris Murdock Scorecard Process Why an am? Hire/train
Compensation
Responsibilities
Scorecard
Scorecard Process
Set Account Management expectations Yearly
Productivity, Work Volume, Work Quality, Service Quality, Job knowledge, interpersonal skills, communications, standards, initiative
Set goals and performance measures yearly
Quarterly measurable goals, client retention, customer growth, revenue growth, overall division profitability
Meet quarterly to discuss

11. Why Morris Murdock Scorecard Process - Expectattions Why an am?
Hire/train
Compensation
Responsibilities
Scorecard
Scorecard Process - Expectattions
Work Volume
Quantity of work produced within a given amount of time. Meeting sales/service/productions objectives and deadlines.
Pipeline/Portfolio: Ability to present a current pipeline/portfolio DOS once a month (2nd week). Provide detailed/up-to-date status of potential and or current clients. Golf Tournament: Assist in the planning and execution of yearly client golf tournament.(August). Carry out any assigned duties and attend tournament. Travel Expo: Assist in the planning and execution of client Travel Expo (February-every other year) Carry out any assigned duties and attend Travel Expo. Surveys: Distribute client surveys. Responsible for a 75% response rate. Results expectation is "Satisfactory" or higher. Monthly/Quarterly/Yearly Goals: Required to meet individual goals created by DOS. See individual goals for details. Customer Contact: Prospective clients and current clients are to receive the following communications: MMBT Newsletter: Monthly TOPAZ Reports: Monthly Manual Account Reporting: Provide (when applicable) any monthly reporting that us not automated through iBank. Revenue Share (if applicable)- Monthly/Quarterly Monthly Account Visits: Via telephone or personal visit. Agent "Touch": Have verbal contact with operations staff on a weekly basis. Account Reviews be performed quarterly or yearly (dependent upon account) as well as any other contact assigned by DOS or needed by an MMBT client.

12. Why Morris Murdock Scorecard Process - Goals Why an am? Hire/train
Compensation
Responsibilities
Scorecard
Scorecard Process - Goals
Performance Scorecard
Month Client Retention Goal Productivity Goal Customer Service Score
Jan % Client Retention 20% Customer & Revenue Growth Satisfactory and above
Feb % Client Retention 20% Customer & Revenue Growth Satisfactory and above
Mar % Client Retention 20% Customer & Revenue Growth Satisfactory and above
Apr % Client Retention 20% Customer & Revenue Growth Satisfactory and above
May % Client Retention 20% Customer & Revenue Growth Satisfactory and above
Jun % Client Retention 20% Customer & Revenue Growth Satisfactory and above
Jul % Client Retention 20% Customer & Revenue Growth Satisfactory and above
Aug % Client Retention 20% Customer & Revenue Growth Satisfactory and above
Sep % Client Retention 20% Customer & Revenue Growth Satisfactory and above
Oct % Client Retention 20% Customer & Revenue Growth Satisfactory and above
Nov % Client Retention 20% Customer & Revenue Growth Satisfactory and above
Dec % Client Retention 20% Customer & Revenue Growth Satisfactory and above
Productivity: Ability to reach sales, productivity and customer service goals.
Unacceptable Requires Improvement Meets Requirements Exceeds Requirements Outstanding
Work Volume: Quantity of work produced within a given amount of time. Meeting sales/service/production objectives and deadlines.
Work Quality: Accuracy, thoroughness, attention to detail, neatness, organization.
Service Quality: Adherence to high quality service standards in contact with co-workers, customer, vendors and the general public.

13. Travel management
Discussion
Open Q&A