Pretty much every ‘business to business’ supplier of products or services needs to manage its customer relationships.

And even in this technological age we live in, this still requires the supplier’s people to build and maintain effective relationships with the customer and ensure their products and services are supplied efficiently and effectively.

And it’s a proven fact that the more customers are ‘well managed’ by their suppliers, the more likely it is that the customer will be an advocate of the supplier, which has all manner of positive connotations.


So what do we mean by ‘good customer management’?

This relies heavily on the behaviours and skills of the supplier’s customer management team, and it is transforming these behaviours that PDW Group is most ‘famous’ for.

However, great behaviours from customer account directors, managers or execs is not the only area that is important.  

There is a long list of many other components which are generally more technical, or non behavioural in their nature that also contribute a huge amount to the success of the supplier’s performance with its business customers.

This is where The Science of Account Management comes into play.

At PDW Group we run 1 or 2 day workshop versions of ‘The Science of Customer Account Management’ either as a standalone solution, or more often as part of a programme.

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These workshops are designed to equip anyone involved in managing the customer relationship or journey with the ‘know how’ and tools, which when put alongside the right behaviours have a truly transformational effect on relationships, revenues and ultimately gross profits.

Our clients and delegates are usually national, regional or key account directors, controllers, managers and/or executives in a variety of industries.  Examples are food and drink or non food consumer goods, construction industry, and a whole variety of service industries from accountancy to law to recruitment to name a few..

Whilst we can tailor our workshops to exactly the components you need and use your market and terminology to bring it to life, below are typically some of the key areas we work on with our clients.


  • Market and customer information, insights and understanding
  • Customer relationship mapping, contact strategy and multi point customer communication 
  • Identifying & qualifying customer opportunities
  • Forecasting and targeting by portfolio, territory and customer
  • Creating a customer business plan and agreement of strategy and tactics

  • Pricing and revenue management
  • Activity planning (eg marketing or promotional) and review
  • Measuring and maximising customer advocacy
  • Resource planning
  • Executing plans and reviewing performance
  • Buyer and procurement team insights and psychology
  • And much more!

So contact us to find out how we can tailor our Science of Account Management solution to suit your business and help to develop the discipline and standards across your account teams you need to ensure you maximise your customer revenues at all times.

Learn more about The Science Of Account Management

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I often hear myself say “Great opportunity to use your PDW skills” – or, in shorthand, just “PDW!” This has been the most effective training I have done in my career – and to call it training downplays it.

Vicky Sandry General Counsel
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Particularly good feedback from the team on all the practise sessions as this really brings the theory to life – and a great team helping to do that.

Steve Howarth CEO
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Good structure, very well facilitated and the combination of project and personal skills training meant that it was easy to see how the personal skills could be practically applied.

Richard Cheatham Project Manager
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I often hear myself say “Great opportunity to use your PDW skills” – or, in shorthand, just “PDW!” This has been the most effective training I have done in my career – and to call it training downplays it.

Vicky Sandry General Counsel
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Particularly good feedback from the team on all the practise sessions as this really brings the theory to life – and a great team helping to do that.

Steve Howarth CEO
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Good structure, very well facilitated and the combination of project and personal skills training meant that it was easy to see how the personal skills could be practically applied.

Richard Cheatham Project Manager
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Noble Events What’s It Really Like ToWork With PDW?

We know that reading about PDW isn’t the same as seeing the impact our training has on your team, or taking part in a session, yourself. To help you get a feel for what’s really involved, and better understand how our approach could benefit your business, we’re talking to Sarah Cox, an MD who’s already taken the positive step of working with PDW.

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Rhys’ Story How PDW Behavioural Training Has Helped My Professional Development

Rhys Davis from Armstrong Watson shares his story of how PDW helped him with his professional development goals, and gives some great tips on how you can start your own journey towards self-improvement!

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Success Story A Prestigious Accountancy Firm Endorses Leadership Development From PDW

PDW Group specialises in developing new behaviours and habits for professionals via unique business training courses that allow them to prepare for new responsibilities, or to perform better in their current role. In this blog post, we look closely at how PDW’s training helped a top accountancy firm to transform the way they work.

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Success Story Endorsement from Richard Bugler - Albert Goodman

At PDW we recently had the honour of receiving this glowing testimonial from Richard of Albert Goodman. He explains below how his partners thoroughly invested in our leadership development training and reaped the numerous rewards. Read on to find out more, in Richard’s own words…

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Success Story What Coaching Did For Me

Coaching can significantly help your day-to-day work and have a positive impact on how you operate.

We talked to Sandra about her journey with PDW Group and her realisation of why coaching was the next step for her.

Coaching enabled Sandra to see some of the specific blockers that were preventing her from being the type of partner she wanted to be how it lead her to be a happier person.

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Testimonial Fisher German

Fisher German’s partner of the future needed a more innovative and robust approach in order to be different. They wanted their partners to be suited for partnership. This means having the right skills and leadership ability, both internally and externally.

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Testimonial Openfield

As a leading agribusiness, Openfield are one of Britain’s most successful and enduring cooperatives, committed to putting their members’ needs first.

Openfield are realising their vision to be an integral part of their farmers’ and customers’ businesses, building unique relationships that create value.

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Testimonial Robson Laidler

Robson Laidler are a leading accountancy firm in Newcastle – upon- Tyne. They approached PDW Group to develop the leadership ability within the senior teams in the firm to improve overall performance and employee engagement.

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Latest News

Noble Events | What’s It Really Like To Work With PDW?

Noble Events | What’s It Really Like To Work With PDW?

15th March 2024

We know that reading about PDW isn’t the same as seeing the impact our training has on your team, or taking part in a session, yourself. To help you get a feel for what’s really...

Learn more
Rhys’ Story: How PDW Behavioural Training Has Helped My Professional Development

Rhys’ Story: How PDW Behavioural Training Has Helped My Professional Development

15th March 2024

Rhys Davis from Armstrong Watson shares his story of how PDW helped him with his professional development goals, and gives some great tips on how you can start your own journey...

Learn more
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