Benchmarks for Excellence in Account Management
Account Management organizations face the increasing challenge of delivering and communicating business value and impact to their internal and external customers. With this study, Best Practices, LLC takes a comprehensive look at the top-performing account management functions' organizational & operating models, services & activities, performance measures, value demonstration & communication strategies.
Insights revealed in this 47-page presentation will guide teams to develop cost-effective account management centers, drive customer growth and loyalty, maximize return on investment and effectively justify costs incurred to their internal customers.
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Industries Profiled:
Pharmaceutical; Medical Device; Technology; Consumer Products; Biotech; Computer Hardware; Computers; High Tech; Service; Health Care; Financial Services; Computer Software; Manufacturing; Retail; Internet; Shipping; Government
Companies Profiled:
Abbott Laboratories;
Baxter Healthcare; Boston Scientific; CenterStone Technologies; Colgate-Palmolive; ContentCare; DSM Pharmaceutical; Hewlett-Packard; Infosys; Johnson & Johnson Healthcare Systems; Merck; Merrill Lynch; NCR; Nike; Novartis; SAS Institute; Siemens VDO Automotive; Staples; USPS; Wyeth
Study Snapshot
In today’s fast changing, competitive and complex market, account management presents tremendous opportunities and challenges to many multi-product and multi-business corporations. While building long-term strategic relationships with the most important customers promises a pathway to profitable growth, many account management organizations are struggling to deliver expected results and demonstrate value. This study takes a fresh look at how best-in-class companies:
- Structure and organize their account management functions to optimize their service: cost, quality and value
- Improve internal and external customer satisfaction
- Communicate value and receive recognition for services rendered
Executives will find this study critical for:
- Pinpointing their account management organization’s key strengths and improvement areas relative to high-performing companies
- Aligning organizational structure and resources for maximizing operational efficiency and effectiveness
- Creating a roadmap for building high-impact account management capabilities to drive business value
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Key Findings
The following is a sample of the study's key findings about best-in-class account management organizations:
- Strategically position their group’s roles and responsibilities at the forefront of business growth and value creation.
- Actively listen to product groups or business units’ growth priorities and pains.
- Employ a joint planning process to clearly define & agree on services that directly support growth.
- Develop and provide actionable market intelligence, sales-enabling tools, contract negotiation expertise and customer relationship leverage to help product groups or business units meet sales and profit targets.
- Build and grow relationships with external customers through quality service and support, rapid problem resolution and innovative programs.
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