Account management focuses on specific customers to ensure they are aware of and can access a company's products and services. The account manager develops relationships within the customer's organization to understand their needs and determine which products and people from the supplying company can provide solutions. This allows the account manager to develop a profitable long-term business relationship for the supplying company with the selected customer through integration, teamwork, and improving customer performance. Benefits for both the supplying company and customer include increased sales, loyalty, competitive pricing, and availability of equipment, parts, and service.

1. SUMMARY OF ACCOUNT MANAGEMENT
Account; economics, a business arrangement.
Management; handling direction or control.
Option
Business Development Manager
Business; the buying and selling of goods.
Development; evolution, growth, expansion.
Manager; in charge of a business
 How do we define Account Management?
 Way of working for Account Management?
 Benefits for Sandvik?
 Benefits for the customer?
Philosophy
More and more corporations and companies around the world are
implementing Account management structures and systems to optimise their
marketing and sales. This is particularly true when the range of products is
diverse and where a high degree of technology is involved in the products.
Account Management is an effective way of coordinating a variety of products
to a large number of specialised end users.
Account Management
Account management, as the name implies, is a management system that
focuses on specific accounts or customers to ensure they are aware of the
products and services being offered by the supplying company.
The Account Management process through the customer is the development
of relationships within that organisation, access knowledge on the processes
and to determine their specific requirements, “wants” and “needs”.
Once the wants and needs are clearly defined, determine from within the
SMC organisation the products and people most suitable to provide solutions
to the customer requirements.
Through interaction with those people involved develop the team to deliver the
solutions.
Throughout this process, the Account Manager develops a profitable business
relationship for Sandvik with the selected customer.

2. Way of working for Account Management
The role of an Account Manager is to provide a pivotal link between the
Customer Value Chain and Sandvik Mining and Construction (SMC) offering.
The ability to see new opportunities and how the SMC offering and leadership
could be applied to the customer value chain and what new offering needs to
be developed to be a viable partner for that
customer are key aspects of the role.
By doing this, the intent of the Account Manager
is to improve the Customer and SMC
performance.
Further more the role is to develop competencies
to serve the customer and build relationships
that leads to customer loyalty.
Account Team
The whole organisation is involved. Every employee from the supplier
company has to be part of the system or it could jeopardise the outcome.
There is also a need to have external people and agencies involved.
They form part of the team for that particular transaction and it is beneficial for
them to also understand the system so they can effectively play their part.
Each person plays their role in presenting and delivering the services and
products to the customers.
All members of the Account Management team are equally important in the
team. The diverse skills of everyone on the team are needed to provide the
final delivery to the customer; there are technical, administrative, financial,
logistical and also management skills and functions that have to be
coordinated.
The very important factor in Account Teams is that in discussing anything of
importance with the customer the team member concerned should ensure
that all relevant members of the Account Management team are made aware
of the content of the discussion.
This is to provide the other members with knowledge
of developments so that the topic can be intelligently
continued at any point.
This intern will also give the customer the correct
perception that we are a seamless team and reinforce
their perception that we all know what is going on.
EQUIPMENT
TOOLS
PARTS
SERVICE
SELL A PRODUCT INTEGRATING INTO
CUSTOM BUSINESS
PROCESS
OUTSOURCE /
PREFERRED SUPPLIES
INTEGRATED
SOLUTION
TECHNOLOGY
LOGISTICS
CUSTOMER
BUSINESS
KNOWLEDGE
ACCOUNT
MANAGEMENT INTEGRATIONINTEGRATION
AND TEAMWORKAND TEAMWORK
PARTNERSHIPPARTNERSHIP
CUSTOMER PERFORMANCECUSTOMER PERFORMANCE
PERFORMANCEPERFORMANCE
EXCAVATED TONS, DRILLED METER, METERSEXCAVATED TONS, DRILLED METER, METERS
ADVANCED, AVAILABILITYADVANCED, AVAILABILITY
CONTRACTSCONTRACTS
SOATSOAT -- LABOURLABOUR -- PARTSPARTS -- TRAININGTRAINING
SERVICESERVICE
WAY OF WORKING

3. Benefits for Sandvik
Through interaction by the AM and the Account Team the development of the
understanding of the business process and drivers of the customer, the AM is
in a position to recognise additional business opportunities within the
customers organisation.
Sandvik through providing the value added solutions to the customers
requirement, is recognised by the customer as the preferred supplier because
of the value adding process and solutions offered by Sandvik via the AM.
This happens as a way of working rather than wait for the customer to
request. (Pro-active actions verses Re-active actions)
Given the development of the relationship (respect and trust) the selected
customer is more likely to enter into contracts of a longer term and
demonstrate more loyalty toward Sandvik.
This type of relationship also presents an opportunity for dialogue with the
customers covering such topics as standard of service requirement, exchange
of information such as Pirate pricing, plus their future plans leading to the
availability of time to develop the value adding offering before the purchase
negotiations.
As a summary
Through value adding via the AM way of working
 Increased Capital Sales
 Increased share of available spares market
 Increased stock turns
 Increased share of available service market
 Contracts (term of tenure on the available business)
 Opportunity to introduce additional offering from Sandvik
 Loyalty from customers
Benefits for the Customer
The customer has the opportunity to develop an understanding of Sandvik the
company via the AM and the Account Team. The customer has the
opportunity to have a one contact point for all their day-to-day and longer-term
issues that arise.
The Account Management and Team way of working provides the customer
with the opportunity to avoid a multitude of calls and meetings to determine
who can supply their requirement or respond to their concerns or issues.
Through interaction and share of information with the supplier the customer
will be able to lower his operating cost by ensuring the organisation is buying
at the right price and minimizing stock requirements through contracts with the
supplier.

4. As a Summary
Through value adding via the AM way of working
 Competitive equipment pricing
 Equipment stock available when required on short notice
 Competitive pricing on spare parts
 Availability of spare parts when required
 Service support when required at competitive rates
 The opportunity to have OEM provided maintenance
 One stop contact for all requirements
Best Regards
George Schroeder