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Benchmarks for Excellence in Account Management

ID: PCS-208


Features:

16 Info Graphics

18 Data Graphics

21 Metrics


Pages: 47


Published: Pre-2013


Delivery Format: Shipped


 

License Options:

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Single User: Authorizes use by the person who places the order or for whom the order was placed.

Sitewide: Authorizes use of the report for a geographic site. All people at site can view the report for a year and copies can be printed.

Corporate: Authorizes use for the entire company for a year and copies can be printed. No limitations for usage inside the company.

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919-403-0251

  • STUDY OVERVIEW
  • BENCHMARK CLASS
  • STUDY SNAPSHOT
  • KEY FINDINGS
  • VIEW TOC AND LIST OF EXHIBITS
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.

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


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:
  1. Structure and organize their account management functions to optimize their service: cost, quality and value
  2. Improve internal and external customer satisfaction
  3. 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 

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.
Table of Contents

Organizational & Operating Models
Account Management Services and Activities
Performance Measures
Delivering & Communicating Value
Lessons Learned

List of Charts & Exhibits

Organizational Reporting Profile
Scope of Responsibility
Number of Units Supported
Organizational Funding
Reporting Relationships
Managing Organizational Lifecycle
Strategy Development
Business Intelligence & Analysis
Customer Relationship Mgt.
Driving Sales & Profit Growth
Developing and Providing Sales Tools
Key Account Management Tools
Services Most Valued By Customers
Account Sales Growth
Account Management Productivity
Cost to Sales
Customer Satisfaction
Sales Cycle-Time
Performance Measurement
Case Examples of Measurement
Setting Expectations
Identifying Key Opportunities
From Positioning to Support
Team-Driven Success
Communicating Value and Impact
Total Benchmark Class Analysis
Co-location Tactics
Health Care Sector Analysis
Charge-Back Organization Analysis
Customer Focus
Strategy and Organization
Managing for Results
Skills and Competencies