19 September 2018: 9.30 am – 12.00 noon BST (Royal Mail, Phoenix Centre, Phoenix Place, London  WC1X 0DG – Entrance at the rear of Mount Pleasant Mail Centre) :

     Key takeaways: 

  • Why the need for change.
  • How we overcame the challenges.
  • What we hope to achieve.

Target Audience:  All APS Member Levels

Increasingly customers expect to interact with suppliers through a range of physical and digital channels, often using more than one channel depending on the complexity of the dialogue. Our contact strategy was built on the traditional channels of face-to-face and phone, supplemented by mail and email. Our first challenge was that this approach risked ignoring preferences and missing out on potential opportunities. Our second challenge was to meet a need to extend our account management coverage model deeper into our customer base, while not increasing the cost of sale.

This session explores how we remodelled our Indoor account manager portfolios to make best use of digital strategy and successfully increase the number of customers we manage.

During the event attendees will discover

  • how we segmented our customer base and created a multi-channel contact strategy
  • how we introduced digital into our Indoor Sales Centres
  • how to have improved prospecting beyond our account managed base


9:30 Tea/Coffee & Registration
10:00 APS Welcome & Introductions
10:15 Speaker Session, Q&A and peer led discussion
12:00 Close

About the presenter:  Mike Gibson, Director of National Sales at Royal Mail Group
Mike has worked in Sales for over 15 years and is now Director of National Sales at Royal Mail Group. His career highlights include navigating super tankers, running a news agency, restructuring mails operations within the Houses of Parliament and a variety of sales leadership roles.

Mike was born in North Yorkshire but now lives in central London.  Outside of work he enjoys live music, travel, theatre and hill-walking.

Please note that if you are not a member of Association of Professional Sales and book a ticket, our members will take priority and, in event of reaching full capacity, you may be contacted closer to the event to cancel your booking. To ensure you are able to attend all events, join the APS.

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Mike Gibson
Director of National Sales
Royal Mail Group