The document discusses strategic account management (SAM), which involves developing long-term strategic partnerships with major customers. SAM differs from traditional account management by taking a holistic view of the customer's business and creating multi-year plans jointly with the customer. The document outlines an effective SAM model including selecting strategic customers, developing relationships through trust and understanding the customer's business, aligning internal resources, and creating collaborative long-term plans with customers. It also notes risks like customers not wanting partnerships and over-reliance on large customers.
Strategic Account Management (SAM) is a strategic approach used to ensure the long-term development and retention of major customers. It provides a means to develop and nurture relationships with strategic customers. SAM requires developing deep understanding of customers' businesses and tailoring long-term product/service offerings to their specific needs, with the goal of developing collaborative partnerships. Effective SAM involves selecting and categorizing the most important customers that are aligned with the company's strategic vision, then developing individual multi-year strategies and relationships with each.
Key account management involves developing strategic, long-term partnerships with important customers to ensure sustainable business growth. It aims to maximize sales, increase average deal sizes, improve customer loyalty and retention, and manage customers across business territories. Selecting the right strategic customers aligned with business goals and classifying accounts is important. Effective key account management requires relationship building, knowledge management, collaborative planning, and internal organizational alignment around key customers. Risks include overdependence on large customers and misreading their loyalty. Benefits include improved customer retention, new business opportunities, and internal consolidation across business units.
Is your company having trouble driving more revenue from current clients?
Are you losing your current clients to competitors?
Watch this presentation to learn how to build B2B strategic account teams to generate 3X more revenue and profit than originally believed, within a short period of time.
This document provides an overview of key principles for successful customer relationship management (CRM). It discusses that CRM is first and foremost a business strategy, not just a software purchase, and companies must define their CRM strategy based on their goals, customers, and environment. The document outlines that a CRM strategy should aim to effectively manage the customer lifecycle from acquisition to retention. It also notes that common CRM goals among companies include obtaining a 360-degree view of customers, automating sales processes, and gaining insights to improve customer experiences.
This document summarizes a strategy for implementing a CRM (customer relationship management) system at a public research centre. It begins by defining CRM and identifying key success factors, including overcoming resistance to change, aligning the CRM strategy with the organization, adopting a customer-centric approach, and ensuring technological maturity. It then outlines the CRM implementation strategy for the research centre, focusing on why CRM is being adopted and how the implementation will address the critical success factors.
Olivier Riviere discusses his journey in key account management and how he helps companies through his consulting work. He emphasizes analyzing a company's strategic context, customer portfolio, and organizational dynamics to design and implement effective KAM approaches. The biggest obstacles he sees are overcoming cultural challenges to cross-functional collaboration and conducting deep analyses of key customer organizations and relationships. Software tools are emerging for KAM but must complement, not replace, developing skills and focusing on teamwork.
The document discusses getting ROI from customer relationship management (CRM) systems. It emphasizes that CRM success is driven by people and processes, not just technology. It provides tips for CRM implementation, including getting sales teams involved early, focusing on usability, starting slow, and positioning CRM as a team solution. The document also discusses conducting a CRM audit to identify process gaps and outlines steps for developing a roadmap to address gaps and measure ROI.
The document discusses key account selling and management. It defines key accounts as the top 20% of customers that provide 80% of profits, based on the 80/20 principle. The benefits of key account programs include economies of scale, understanding customer goals, and sustainable sales. Key criteria for selecting key accounts include sales volume, profits, financial stability, and coherence with company strategy. The document also cautions that key account programs require sufficient benefits and should not rely too heavily on just a few large customers.
Strategic Account Management (SAM) is a strategic approach used to ensure the long-term development and retention of major customers. It provides a means to develop and nurture relationships with strategic customers. SAM requires developing deep understanding of customers' businesses and tailoring long-term product/service offerings to their specific needs, with the goal of developing collaborative partnerships. Effective SAM involves selecting and categorizing the most important customers that are aligned with the company's strategic vision, then developing individual multi-year strategies and relationships with each.
Key account management involves developing strategic, long-term partnerships with important customers to ensure sustainable business growth. It aims to maximize sales, increase average deal sizes, improve customer loyalty and retention, and manage customers across business territories. Selecting the right strategic customers aligned with business goals and classifying accounts is important. Effective key account management requires relationship building, knowledge management, collaborative planning, and internal organizational alignment around key customers. Risks include overdependence on large customers and misreading their loyalty. Benefits include improved customer retention, new business opportunities, and internal consolidation across business units.
Is your company having trouble driving more revenue from current clients?
Are you losing your current clients to competitors?
Watch this presentation to learn how to build B2B strategic account teams to generate 3X more revenue and profit than originally believed, within a short period of time.
This document provides an overview of key principles for successful customer relationship management (CRM). It discusses that CRM is first and foremost a business strategy, not just a software purchase, and companies must define their CRM strategy based on their goals, customers, and environment. The document outlines that a CRM strategy should aim to effectively manage the customer lifecycle from acquisition to retention. It also notes that common CRM goals among companies include obtaining a 360-degree view of customers, automating sales processes, and gaining insights to improve customer experiences.
This document summarizes a strategy for implementing a CRM (customer relationship management) system at a public research centre. It begins by defining CRM and identifying key success factors, including overcoming resistance to change, aligning the CRM strategy with the organization, adopting a customer-centric approach, and ensuring technological maturity. It then outlines the CRM implementation strategy for the research centre, focusing on why CRM is being adopted and how the implementation will address the critical success factors.
Olivier Riviere discusses his journey in key account management and how he helps companies through his consulting work. He emphasizes analyzing a company's strategic context, customer portfolio, and organizational dynamics to design and implement effective KAM approaches. The biggest obstacles he sees are overcoming cultural challenges to cross-functional collaboration and conducting deep analyses of key customer organizations and relationships. Software tools are emerging for KAM but must complement, not replace, developing skills and focusing on teamwork.
The document discusses getting ROI from customer relationship management (CRM) systems. It emphasizes that CRM success is driven by people and processes, not just technology. It provides tips for CRM implementation, including getting sales teams involved early, focusing on usability, starting slow, and positioning CRM as a team solution. The document also discusses conducting a CRM audit to identify process gaps and outlines steps for developing a roadmap to address gaps and measure ROI.
The document discusses key account selling and management. It defines key accounts as the top 20% of customers that provide 80% of profits, based on the 80/20 principle. The benefits of key account programs include economies of scale, understanding customer goals, and sustainable sales. Key criteria for selecting key accounts include sales volume, profits, financial stability, and coherence with company strategy. The document also cautions that key account programs require sufficient benefits and should not rely too heavily on just a few large customers.
The document outlines an improvement plan for key account management in 2013. It discusses 8 key programs around key account separation, selection, organization, value proposition, recruitment, planning, plan execution, and monitoring/measurement. The goal is to improve customer satisfaction, increase business volume with key accounts, and optimize profitability. The plan involves establishing a dedicated key account department and hiring a key account manager to lead account strategy and relationship development. Progress and results will be tracked regularly.
Describes about the Key Account Management as a Manager's Capability.
Inferences from the Research paper of Björn S. Ivensa, Alexander Leischnigb,
Catherine Pardoc, Barbara Niersbachd
The document outlines best practices for key account management. It recommends ranking accounts by improvement potential and redeploying resources accordingly. It also suggests understanding customer needs, planning account actions to address problems, setting internal and customer targets, and tying incentives to customer metrics. The key account management process involves analyzing and classifying customers, profiling accounts, planning call activity, reviewing performance, and managing the program.
management of key accounts of an organisation. KAM portfolio. hierarchy of key relationships.pricing and negotiation.relationship management with key accounts.decision makers.
To enable an effective CRM, a suitable strategy needs to be developed and implemented.Therefore a company should develop an orientation that would enable it to enjoy the trust of the customers, ensure commitment to relationships and also undertake proper communication.
B2B marketing is no longer a matter of delivering support tools and services to the sales organisation. The challenge for marketing is to take more of an independent role in B2B as a positioning driver. The loss of an extremely close, direct connection between sales and marketing also causes a loss in the alignment of sales and marketing investments for driving business. There isn’t necessarily sufficient marketing focus on generating revenue streams, as sales often ignores what will drive future revenue. B2B sales and marketing needs to re-align its objectives and priorities.
The Sales Hunter Key Account Selling Workbook 2011Mark Hunter
This document provides guidance on developing and executing key account plans. It discusses setting objectives and monitoring business trends and competitors for key accounts. A SWOT analysis from the customer's perspective is recommended to understand internal strengths/weaknesses and external opportunities/threats facing the customer. Executing the plan includes focusing resources, gaining customer insights, testing programs, and addressing challenges to profitably grow the business relationship.
Using Goals, Goal Metrics and Rollup Queries in Microsoft Dynamics CRM 2011C5 Insight
The Dynamics CRM 2011 Goals feature makes it easy to set business Goals, assign Goals to individual teams or employees, and track and measure results against your targets. This presentation will show you how to create, assign, track and measure Goals in Dynamics CRM 2011 and Online.
Key Account Management - Quarterly Research. In this research report, we review 3 case studies of key account management deployments and discuss various elements of success and failure. A presentation by Sales Benchmark Index.
This document provides an overview of a workshop aimed at helping salespeople become trusted advisors by building value propositions for customers. The workshop will help attendees understand customers' key business issues and drivers by asking impactful questions. It will teach how to focus on relevant business drivers and communicate the value of solutions. The agenda includes sessions on the evolution of selling, understanding business drivers, building elevator pitches and complex value propositions, and using creativity. The document discusses trends driving changes in business-to-business relationships and emphasizes the need for consultative, enterprise-level relationships over transactional ones.
Key account management vs Traditional sales - Quick comparison guide Hakeem Adebiyi
Whats the difference between KAM, this seems to be the most popular question on all KAM forums. Personally I think a better question is what skills are required to achieve the business goals of your organisation? However the popularity of the question and the debate it generates has led me to produce a quick comparison guide .
CRM implementation approach for salesforce.com by smarsysChristophe Arn
The document discusses implementing a CRM strategy using Salesforce, including an overview of CRM and the Salesforce platform, benefits and challenges of CRM implementation, and a recommended approach for analyzing needs, implementing the system, and ensuring user adoption. It provides details on Salesforce editions, implementation best practices, and services available from Smarsys to assist with implementation. The presentation recommends the Salesforce Professional edition and Smarsys adoption services to address implementation challenges.
The document outlines key account management best practices including analyzing high potential accounts, reallocating resources, understanding customer needs and requirements, developing account plans with goals and accountability, monitoring performance, and holding account teams accountable. It also provides an overview of the key account management process with steps for analyzing and classifying customers, profiling and planning for key accounts, executing account plans, and evaluating account performance.
The key findings from the document are:
1) Companies are looking to CRM to improve performance and grow business, but CRM success can be improved significantly from less than 15% to over 70% by focusing on key steps.
2) The steps with the greatest impact on CRM success are human-oriented steps like change management and process change, not big ticket technology items.
3) Some CRM success drivers are consistent across situations, while others vary by geography and situation. Change management and process change always contribute strongly to success.
The document discusses how to win SAP as a new client and build a strategic account relationship. It recommends moving from solution selling to consultative selling by understanding the client's business needs and demonstrating differentiated offerings that deliver new value. It also suggests building a strategic account model with the goals of deepening the relationship to increase mutual value through cooperation and interdependence over time.
The document discusses key account management. It notes that key accounts generate the majority of profits and revenues for companies through relatively few customers. The document outlines a three stage process for effective key account management:
1) Develop a deep understanding of key customers and their businesses to identify value-adding solutions.
2) Create comprehensive relationship and opportunity management plans to strengthen partnerships and drive new revenue.
3) Focus on a select "important few" accounts to avoid spreading resources too thinly and missing major opportunities for growth.
Growth Stage Technology Business Evaluation and Strengthening - Nov 2010 - Da...Dave Litwiller
Performance indicators to monitor and operational disciplines to improve to achieve the highest growth rate, financial return and strategic impact in growth-stage technology-based businesses.
The document discusses strategic account management (SAM), which is a strategic approach used to ensure the long-term development and retention of major customers. SAM involves developing partnerships with key customers through joint decision making, problem solving, and collaborative working. The document outlines an effective SAM model and provides details on various aspects of SAM including selecting strategic customers, developing relationships, organizational alignment, and planning. It also discusses potential risks and failures in SAM programs.
Key account management (KAM) is a strategic activity that aims to develop partnerships between suppliers and customers beyond simple transactions. It focuses on understanding customer needs and providing total solutions rather than just products and services. Effective KAM requires a comprehensive skill set from account managers and a customer-focused organization. Companies implement KAM to create win-win relationships and integrate their strategies and operations with key customers. Developing closer collaborative relationships through KAM can move the partnership from basic transactions to interdependent strategic planning that benefits both companies.
The document outlines an improvement plan for key account management in 2013. It discusses 8 key programs around key account separation, selection, organization, value proposition, recruitment, planning, plan execution, and monitoring/measurement. The goal is to improve customer satisfaction, increase business volume with key accounts, and optimize profitability. The plan involves establishing a dedicated key account department and hiring a key account manager to lead account strategy and relationship development. Progress and results will be tracked regularly.
Describes about the Key Account Management as a Manager's Capability.
Inferences from the Research paper of Björn S. Ivensa, Alexander Leischnigb,
Catherine Pardoc, Barbara Niersbachd
The document outlines best practices for key account management. It recommends ranking accounts by improvement potential and redeploying resources accordingly. It also suggests understanding customer needs, planning account actions to address problems, setting internal and customer targets, and tying incentives to customer metrics. The key account management process involves analyzing and classifying customers, profiling accounts, planning call activity, reviewing performance, and managing the program.
management of key accounts of an organisation. KAM portfolio. hierarchy of key relationships.pricing and negotiation.relationship management with key accounts.decision makers.
To enable an effective CRM, a suitable strategy needs to be developed and implemented.Therefore a company should develop an orientation that would enable it to enjoy the trust of the customers, ensure commitment to relationships and also undertake proper communication.
B2B marketing is no longer a matter of delivering support tools and services to the sales organisation. The challenge for marketing is to take more of an independent role in B2B as a positioning driver. The loss of an extremely close, direct connection between sales and marketing also causes a loss in the alignment of sales and marketing investments for driving business. There isn’t necessarily sufficient marketing focus on generating revenue streams, as sales often ignores what will drive future revenue. B2B sales and marketing needs to re-align its objectives and priorities.
The Sales Hunter Key Account Selling Workbook 2011Mark Hunter
This document provides guidance on developing and executing key account plans. It discusses setting objectives and monitoring business trends and competitors for key accounts. A SWOT analysis from the customer's perspective is recommended to understand internal strengths/weaknesses and external opportunities/threats facing the customer. Executing the plan includes focusing resources, gaining customer insights, testing programs, and addressing challenges to profitably grow the business relationship.
Using Goals, Goal Metrics and Rollup Queries in Microsoft Dynamics CRM 2011C5 Insight
The Dynamics CRM 2011 Goals feature makes it easy to set business Goals, assign Goals to individual teams or employees, and track and measure results against your targets. This presentation will show you how to create, assign, track and measure Goals in Dynamics CRM 2011 and Online.
Key Account Management - Quarterly Research. In this research report, we review 3 case studies of key account management deployments and discuss various elements of success and failure. A presentation by Sales Benchmark Index.
This document provides an overview of a workshop aimed at helping salespeople become trusted advisors by building value propositions for customers. The workshop will help attendees understand customers' key business issues and drivers by asking impactful questions. It will teach how to focus on relevant business drivers and communicate the value of solutions. The agenda includes sessions on the evolution of selling, understanding business drivers, building elevator pitches and complex value propositions, and using creativity. The document discusses trends driving changes in business-to-business relationships and emphasizes the need for consultative, enterprise-level relationships over transactional ones.
Key account management vs Traditional sales - Quick comparison guide Hakeem Adebiyi
Whats the difference between KAM, this seems to be the most popular question on all KAM forums. Personally I think a better question is what skills are required to achieve the business goals of your organisation? However the popularity of the question and the debate it generates has led me to produce a quick comparison guide .
CRM implementation approach for salesforce.com by smarsysChristophe Arn
The document discusses implementing a CRM strategy using Salesforce, including an overview of CRM and the Salesforce platform, benefits and challenges of CRM implementation, and a recommended approach for analyzing needs, implementing the system, and ensuring user adoption. It provides details on Salesforce editions, implementation best practices, and services available from Smarsys to assist with implementation. The presentation recommends the Salesforce Professional edition and Smarsys adoption services to address implementation challenges.
The document outlines key account management best practices including analyzing high potential accounts, reallocating resources, understanding customer needs and requirements, developing account plans with goals and accountability, monitoring performance, and holding account teams accountable. It also provides an overview of the key account management process with steps for analyzing and classifying customers, profiling and planning for key accounts, executing account plans, and evaluating account performance.
The key findings from the document are:
1) Companies are looking to CRM to improve performance and grow business, but CRM success can be improved significantly from less than 15% to over 70% by focusing on key steps.
2) The steps with the greatest impact on CRM success are human-oriented steps like change management and process change, not big ticket technology items.
3) Some CRM success drivers are consistent across situations, while others vary by geography and situation. Change management and process change always contribute strongly to success.
The document discusses how to win SAP as a new client and build a strategic account relationship. It recommends moving from solution selling to consultative selling by understanding the client's business needs and demonstrating differentiated offerings that deliver new value. It also suggests building a strategic account model with the goals of deepening the relationship to increase mutual value through cooperation and interdependence over time.
The document discusses key account management. It notes that key accounts generate the majority of profits and revenues for companies through relatively few customers. The document outlines a three stage process for effective key account management:
1) Develop a deep understanding of key customers and their businesses to identify value-adding solutions.
2) Create comprehensive relationship and opportunity management plans to strengthen partnerships and drive new revenue.
3) Focus on a select "important few" accounts to avoid spreading resources too thinly and missing major opportunities for growth.
Growth Stage Technology Business Evaluation and Strengthening - Nov 2010 - Da...Dave Litwiller
Performance indicators to monitor and operational disciplines to improve to achieve the highest growth rate, financial return and strategic impact in growth-stage technology-based businesses.
The document discusses strategic account management (SAM), which is a strategic approach used to ensure the long-term development and retention of major customers. SAM involves developing partnerships with key customers through joint decision making, problem solving, and collaborative working. The document outlines an effective SAM model and provides details on various aspects of SAM including selecting strategic customers, developing relationships, organizational alignment, and planning. It also discusses potential risks and failures in SAM programs.
Key account management (KAM) is a strategic activity that aims to develop partnerships between suppliers and customers beyond simple transactions. It focuses on understanding customer needs and providing total solutions rather than just products and services. Effective KAM requires a comprehensive skill set from account managers and a customer-focused organization. Companies implement KAM to create win-win relationships and integrate their strategies and operations with key customers. Developing closer collaborative relationships through KAM can move the partnership from basic transactions to interdependent strategic planning that benefits both companies.
The document discusses key aspects of implementing a successful Customer Relationship Management (CRM) program. It states that CRM requires aligning processes, employees, and systems around a customer-centric philosophy to focus on customer retention, acquisition, and lifetime value. Successful CRM implementation requires top-down support, selecting the right software, building cross-functional collaboration, and changing company culture to be customer-centric.
The document discusses strategies for companies to achieve growth in challenging economic times through cost competitiveness. It outlines that companies need to focus on pricing, costs, cash, and capital to drive growth. Top performing companies strategically increase prices above inflation, take a holistic view of costs across the organization and supply chain, optimize working capital across the entire value chain including suppliers, and prioritize existing cash reserves to finance growth.
The document provides an overview of customer relationship management (CRM). It discusses the history and evolution of CRM from database marketing in the 1980s to relationship marketing in the 1990s to CRM in the early 2000s. It defines CRM as everything involved with managing the customer relationship. The goals of CRM are also outlined, such as providing better customer service and cross-selling products more effectively. Different types of relationship marketing are described, from basic transactions to partnership models. The document also discusses implementing a CRM program and the importance of an integrated approach.
The document provides an overview of customer relationship management (CRM). It discusses that CRM focuses on understanding customer needs and creating value through relationships rather than just transactions. CRM involves gathering customer data, customizing communications and offers, and using integrated systems to support relationship management across departments. The goal is to encourage repeat purchases and reduce customers switching to competitors by delivering superior personalized service and value.
1. The document discusses customer relationship management (CRM) and defines it as a global approach to creating, maintaining, and expanding the customer base.
2. CRM involves collecting customer and consumption data to understand customer behavior and preferences in order to acquire new customers, create valuable customer portfolios, and decrease costs.
3. Successful CRM requires understanding who customers are, what they want, and how to retain them through strategic collection and use of relevant customer information.
The document discusses marketing agility and how to achieve it through next wave marketing operations. It defines marketing agility as being able to quickly respond to market and customer opportunities. It identifies some key roadblocks to agility like siloed information and discusses how to remove them through business intelligence, customer profitability analysis, and marketing automation. The presentation provides strategies for leveraging marketing automation to improve alignment, accountability, and agility across the enterprise.
Lessons Learned in Building a Best-in-Class Customer Success OrganizationTotango
This document discusses lessons learned in building a best-in-class customer success organization. It finds that the highest rated customer touchpoints are about relationships, service, support, communication and trust. It recommends identifying customer success offerings, establishing delivery capabilities, and building practice areas around project success, adoption success and operational success. The document also discusses segmenting offerings for different customer types, creating a single customer view through journey mapping, and establishing governance through a change methodology.
Key account management is a strategic business approach that ensures long-term partnerships with important customers. It is an integrative element of business strategy, not an isolated process. For KAM to achieve its full potential, it must be positioned as core to the business. Developing internal capabilities through knowledge, structures, systems and tools is also required for long-term success. The objectives of KAM include maximizing sales velocity, increasing average deal size and customer loyalty to drive down costs and create value for customers.
Customer Relationship Management unit 1 introductionGanesha Pandian
The document discusses customer relationship management (CRM). It defines CRM as a business strategy focused on identifying and building loyalty with profitable customers. CRM has evolved from functional approaches like sales automation to more strategic approaches. Relationship marketing aims to create long-term partnerships rather than isolated transactions. CRM provides benefits like increased revenue, customer retention, and knowledge. It requires organizational support and faces challenges like implementation difficulties.
Customer relationship management unit 1 introductionGanesha Pandian
The document discusses customer relationship management (CRM). It defines CRM as a business strategy focused on identifying and building loyalty with profitable customers. CRM has evolved from functional approaches like sales automation to more strategic approaches. Relationship marketing aims to create long-term partnerships rather than isolated transactions. CRM provides benefits like increased revenue, customer retention, and knowledge. It requires organizational support and changes business processes to focus on customer needs.
The document discusses the key elements of developing an effective customer relationship management (CRM) strategy, including understanding customer expectations, calculating customer lifetime value, developing an integrated vision and objectives, defining processes to align the organization around customers, and using technology to create a holistic view of each customer across interactions. An effective CRM strategy balances these elements to meet customer needs profitably.
Sales levers SAM commercial reconnaissance electronic flyer July 2020richardhigham
Strategic accounts present significant opportunities but high risks. A SAM Commercial Reconnaissance will give you a clear picture about where you stand today and how you might capitalise on your SAM strengths.
SunTrust Bank uses Salesforce to streamline its sales process, improve relationship planning, and increase cross-LOB partnerships. This has led to increased fees, referrals, loans, and wallet share.
Wells Fargo's Consumer Credit Group implemented Salesforce to better leverage online leads, provide timely customer response, and improve sales agent productivity. It has helped scale processes and retain market share through integrated sales across channels.
This document summarizes the key findings of a study examining the value and success that small and medium-sized enterprises (SMEs) are achieving through the use of customer relationship management (CRM) solutions. The study surveyed 300 SME CRM customers in Europe, Middle East and Africa. It found that 31% of SMEs placed their CRM at the heart of their business to support overall growth. However, the majority focused on measuring individual factors like process efficiency and productivity. The top benefits reported were centralization of customer data, improved data quality and value, and improved visibility of communications and activities.
The document outlines the 9 steps of the strategic management process for entrepreneurs: 1) develop a clear vision and mission, 2) assess strengths and weaknesses, 3) scan for opportunities and threats, 4) identify key success factors, 5) analyze competition, 6) set goals and objectives, 7) formulate and select strategies, 8) create action plans, and 9) establish controls. The vision provides direction and motivation, while the mission addresses the company's purpose. Strategies may include cost leadership, differentiation, or focus. Controls include balanced scorecards to measure performance against the strategic plan.
Deal Registration - Channel Chiefs Council Webinar - Jay McBain - Dec 2016Jay McBain
The Canadian Channel Chiefs Council (C4) is hosting a first of its kind webinar on a topic that has become the most hotly debated area in the channel today: deal registration. Taking place on Dec. 13th at 1 PM ET, the webinar will feature noted channel professional Jay McBain of ChannelEyes to outline what the future holds for deal registration programs in light of the recent announcement by Salesforce.com on its new Einstein tool.
Einstein is an artificial intelligence tool that promises to take all the data that organizations have dutifully been capturing to their CRM for years and put it to good use, at first making recommendations about what leads sales reps should call first, or what personalization path is most appropriate for a marketing campaign.
McBain, who was a channel executive at Lenovo and with AutoTask, intends to provide the audience of this webinar new information on how artificial intelligence and machine learning is going to impact the channel. He believes tools such as Einstein are an exciting new thing that’s going to rapidly change the way vendors look at deal registration today. McBain’s ChannelEyes organization works to provide real-time sales intelligence for channel professionals.
But Einstein is not the only topic of discussion for this webinar. McBain also plans on unveiling new strategies on deal registration for those who are still developing their channel structure and programs. He also has ideas for what to do in terms of conflict resolution and the rules of engagement when it comes to deal registration.
McBain also plans on answering questions from channel chiefs and other channel professionals at the webinar.
The Ipsos - AI - Monitor 2024 Report.pdfSocial Samosa
According to Ipsos AI Monitor's 2024 report, 65% Indians said that products and services using AI have profoundly changed their daily life in the past 3-5 years.
Global Situational Awareness of A.I. and where its headedvikram sood
You can see the future first in San Francisco.
Over the past year, the talk of the town has shifted from $10 billion compute clusters to $100 billion clusters to trillion-dollar clusters. Every six months another zero is added to the boardroom plans. Behind the scenes, there’s a fierce scramble to secure every power contract still available for the rest of the decade, every voltage transformer that can possibly be procured. American big business is gearing up to pour trillions of dollars into a long-unseen mobilization of American industrial might. By the end of the decade, American electricity production will have grown tens of percent; from the shale fields of Pennsylvania to the solar farms of Nevada, hundreds of millions of GPUs will hum.
The AGI race has begun. We are building machines that can think and reason. By 2025/26, these machines will outpace college graduates. By the end of the decade, they will be smarter than you or I; we will have superintelligence, in the true sense of the word. Along the way, national security forces not seen in half a century will be un-leashed, and before long, The Project will be on. If we’re lucky, we’ll be in an all-out race with the CCP; if we’re unlucky, an all-out war.
Everyone is now talking about AI, but few have the faintest glimmer of what is about to hit them. Nvidia analysts still think 2024 might be close to the peak. Mainstream pundits are stuck on the wilful blindness of “it’s just predicting the next word”. They see only hype and business-as-usual; at most they entertain another internet-scale technological change.
Before long, the world will wake up. But right now, there are perhaps a few hundred people, most of them in San Francisco and the AI labs, that have situational awareness. Through whatever peculiar forces of fate, I have found myself amongst them. A few years ago, these people were derided as crazy—but they trusted the trendlines, which allowed them to correctly predict the AI advances of the past few years. Whether these people are also right about the next few years remains to be seen. But these are very smart people—the smartest people I have ever met—and they are the ones building this technology. Perhaps they will be an odd footnote in history, or perhaps they will go down in history like Szilard and Oppenheimer and Teller. If they are seeing the future even close to correctly, we are in for a wild ride.
Let me tell you what we see.
06-04-2024 - NYC Tech Week - Discussion on Vector Databases, Unstructured Data and AI
Round table discussion of vector databases, unstructured data, ai, big data, real-time, robots and Milvus.
A lively discussion with NJ Gen AI Meetup Lead, Prasad and Procure.FYI's Co-Found
Beyond the Basics of A/B Tests: Highly Innovative Experimentation Tactics You...Aggregage
This webinar will explore cutting-edge, less familiar but powerful experimentation methodologies which address well-known limitations of standard A/B Testing. Designed for data and product leaders, this session aims to inspire the embrace of innovative approaches and provide insights into the frontiers of experimentation!
STATATHON: Unleashing the Power of Statistics in a 48-Hour Knowledge Extravag...sameer shah
"Join us for STATATHON, a dynamic 2-day event dedicated to exploring statistical knowledge and its real-world applications. From theory to practice, participants engage in intensive learning sessions, workshops, and challenges, fostering a deeper understanding of statistical methodologies and their significance in various fields."
4th Modern Marketing Reckoner by MMA Global India & Group M: 60+ experts on W...Social Samosa
The Modern Marketing Reckoner (MMR) is a comprehensive resource packed with POVs from 60+ industry leaders on how AI is transforming the 4 key pillars of marketing – product, place, price and promotions.
4th Modern Marketing Reckoner by MMA Global India & Group M: 60+ experts on W...
Strategic
1. Effective Strategic Account Management
Matthew Alleway
Strategic
Account
Management
Customer
Stakeholders
Company
Strategy
Internal
Resources
Customer
Strategy
2. Introduction: Strategic Account Management (SAM)
SAM is a strategic
approach
distinguishable
from account
management
Used to ensure
the long term
development and
retention of
strategic
customers.
It provides a
means to develop
and nurture
relationships with
major customers
consequently a
growing number of
companies have
made SAM part of
their core strategy
for customer
partnering
3. Effective Strategic Account Management Model
Effective
SAM
Effective
SAM
What is SAM
Making the
business
Case
Selecting and
categorising
customers
Stages of the
relationship
Developing
relationships
Alignment in
the
organisation
Planning for
strategic
accounts
Risks and
failures
1
2
4
5
6
7
8
3
4. What is Strategic Account Management (SAM) ?
Effective
SAM
Effective
SAM
What is
SAM?
Making the
business
Case
Selecting and
categorising
customers
Stages of the
relationship
Developing
relationships
Alignment in
the
organisation
Planning for
strategic
accounts
Risks and
failures
1
2
4
5
6
7
8
3
1 2 3 4 5 6 7 8
5. SAM is a management approach adopted by selling companies aimed at
building a portfolio of loyal strategic customers
By offering them on a long term basis, a service/product offering tailored
for their specific needs
it is a progression towards a form of ‘partnership’ or alliance with major
customers characterised by joint decision making and problem solving,
integrated business processes and collaborative working across buyer-
seller boundaries, described as a process of ‘relational development’.
1 2 3 4 5 6 7 8
What is Strategic Account Management (SAM) ?
6. What is Strategic Account Management (SAM) ?
SAM is not account management (many organisations frequently think they are
doing SAM when it is in fact account management)
1 2 3 4 5 6 7 8
Account management Strategic account management
Mostly managed as business as usual Managed for growth or change
Coordinated overview of account Holistic, helicopter, longer term view
Opportunity-focused understanding Deep understanding of customers business
One year plan Three to five year complete company-owned
business plans (not just a personal plan or
sales and marketing plan)
No investment or very little Likely to require investment in line with
strategy
Works within normal organisation Flexible, cross boundary sharing
Requires account manager Requires strategic account/business manager
7. Making the business case
Effective
SAM
Effective
SAM
What is SAM
Making the
business
Case
Selecting and
categorising
customers
Stages of the
relationship
Developing
relationships
Alignment in
the
organisation
Planning for
strategic
accounts
Risks and
failures
1
2
4
5
6
7
8
3
1 2 3 4 5 6 7 8
8. Reasons to adopt SAM
1 2 3 4 5 6 7 8
Risk management
Customer complexity – retention means
understand the customers business and
supply chain
Competitors are doing it, the client
expect it and request it in tenders
Clients want a standard approach
especially from complex suppliers
Opportunities
Ability to influence client lifetime value,
especially through solutions
More precise innovation through co-
creation with clients
Greater market understanding and
adaptiveness
Reduced costs and increased value
through better resource allocation
9. Selecting and categorising customers
1 2 3 4 5 6 7 8
Effective
SAM
Effective
SAM
What is SAM
Making the
business
Case
Selecting &
categorising
customers
Stages of the
relationship
Developing
relationships
Alignment in
the
organisation
Planning for
strategic
accounts
Risks and
failures
1
2
4
5
6
7
8
3
10. Selecting and categorising customers
The choice of strategic accounts is arguably one of the most important
Strategic customers must be aligned to an organisations strategic vision
Selection criteria should indentify the customer’s attractiveness in terms of
its potential for the organisation
Also necessary to have a good process for deselecting strategic customers
Optimum number of strategic accounts is 20-30
1 2 3 4 5 6 7 8
11. Strategic account portfolio
1 2 3 4 5 6 7 8
Strategic customers:
The most innovative and
important projects
should be developed
with these customers ->
strategic investment.
Strategic customers:
The most innovative and
important projects
should be developed
with these customers ->
strategic investment.
Star customers:
These are the
strategic customer of
the future and are an
Investment for
growth
Streamline
customers:
Customers who
negotiate
aggressively and
despite the significant
level of business the
profitability of the
account needs to be
carefully monitored ->
management for
cash.
Status customers: These
are the strategic
customers of the past, the
relationship with these
customers is strong,
however the potential for
future growth is low ->
proactive maintenance.
Strategic
customers
Star
customers
Status
customers
Streamline
customers
High Low
Key
account
attractiveness
Supplier’s relative business strength as seen by the customer
Low
High
Key customer spend
7
6
3
1
9
10 11
5
4
2
8
12. Stages of the relationship
Effective
SAM
Effective
SAM
What is SAM
Making the
business
Case
Selecting and
categorising
customers
Stages of the
relationship
Developing
relationships
Alignment in
the
organisation
Planning for
strategic
accounts
Risks and
failures
1
2
4
5
6
7
8
3
1 2 3 4 5 6 7 8
13. Stages of the relationship
Buying company
Selling company
Di
rections
Fi
nance
Op
erations
Sales
&ma
rketing
SAM
Key
Customer
Contact
Purchasing
Op
erations
Fi
nance
Di
rections
Selling company Buying company
Directors Directors
Strategic
Account
Manager
Finance Finance
Key
Customer
Contact
Service Service
Operations Operations
Marketing
Sales
Marketing
Sales
Simple, transactional relationship
Goal
Interdependent relationships
1 2 3 4 5 6 7 8
Selling Company Buying Company
Buying Company
Selling Company
14. Developing relationships
Effective
SAM
Effective
SAM
What is SAM
Making the
business
Case
Selecting and
categorising
customers
Stages of the
relationship
Developing
relationships
Alignment in
the
organisation
Planning for
strategic
accounts
Risks and
failures
1
2
4
5
6
7
8
3
1 2 3 4 5 6 7 8
15. Developing relationships
Most important attributes are trust and
integrity
The main task is developing effective
business relationships with senior customer
decision makers and influencers – Per IBM
the most important aspect
The stronger the relationship, the less
threats will apply – Per IBM key to their
success during recession
Relationship development can be achieved
by mapping the people inside the customer
who matter, and deciding with whom you
want to have a relationship with
1 2 3 4 5 6 7 8
Senior management
Middle management
Operations transactions
Xerox stated “It is vital to
identify one’s friends and
enemies, the decision-
makers and influencers,
and the customer’s
priorities”.
17. Alignment in the organisation
Effective
SAM
Effective
SAM
What is SAM
Making the
business
Case
Selecting and
categorising
customers
Stages of the
relationship
Developing
relationships
Alignment in
the
organisation
Planning for
strategic
accounts
Risks and
failures
1
2
4
5
6
7
8
3
1 2 3 4 5 6 7 8
18. Alignment in the organisation
Organisation Commitment
Relationships outside of the organisation depend on the quality of relationships
within it
Many of the benefits result from crossing boundaries, whether they are internal
or external in the customer organisation
Role of the strategic account manager
Strategic account manager entails the role of ‘orchestrating’ the firm’s resources
Transition to SAM
Use metrics to measure the success of the SAM program.
SAM is a marathon and not a sprint and firms should plan their SAM
implementation around the three important areas of change activity: 1. strategy
and planning, 2. organisation and culture, 3. process.
1 2 3 4 5 6 7 8
19. Alignment in the organisation
1 2 3 4 5 6 7 8
12 Rev ision ‘The way w e do
things’
11 Full
integr ation
10 Becoming
key custom er
centric
9 Evaluation
8 Gearing up
6 Review SAM
introduction 7 Redefining
3 M aking the case
for SAM
5 Roll out
2 Understa nding
the scope
4 Capa bility
building
1 Aw areness
High
B
INTRODUCING
SAM
C
EM BEDDED
SA M
D
OPTIM ISING
SAM
BEST-
PRA CTICE
SAM
A
SCOPING SAM
Transitioning
Change to
SAM
20. Alignment in the organisation
Knowledge management
Firms with the most effective SAM make information management at the
customer level a core competence
Moving to a knowledge management approach has benefits for both the company
and the client.
For the company, client knowledge is retained and this is where an IT solution for
account management is required.
For the client they get the extra value of deeper knowledge from the supplier by mixing
with like minded experts.
1 2 3 4 5 6 7 8
21. Planning for strategic accounts
Effective
SAM
Effective
SAM
What is SAM
Making the
business
Case
Selecting and
categorising
customers
Stages of the
relationship
Developing
relationships
Alignment in
the
organisation
Planning for
strategic
accounts
Risks and
failures
1
2
4
5
6
7
8
3
1 2 3 4 5 6 7 8
22. Planning for strategic accounts
1 2 3 4 5 6 7 8
Best practice companies adopt a collaborative approach with the customer,
developing long term plans ‘for’, and together with, their strategic accounts
IBM, ‘3’ Compass all suggested “developing an effective joint account plan with the
customer is critical to ensuring relationship lock-in, uncovering new business
development opportunities and driving rapid implementation
3M found that that short, sharp account business plans that “live” are best
Strategic marketing planning should in turn relate to the corporate strategic plan
Organisations that invest resources in detailed analysis of the needs and
processes of their strategic accounts perform much better in building long term
profitable relationships
The underpinnings of it all is really having a deep understanding of the customer, not
just the power politics, but what their marketplace is and where it is going, so that you
can genuinely add value
23. Planning for strategic accounts
1 2 3 4 5 6 7 8
6. Implementation plan
Detailed tactics Budget Risks and contingencies
5. Relationship management
Customers decision-making unit Contact mapping (who talks to whom, state of relationship)
4. Customer alignment
Customers critical success factors (CSF) and supplier relative
performance
Strategies to manage the relationship
3. Objectives and strategy
Indentify and prioritise the key
opportunities with strategic account
Its position on the customer portfolio
matrix
Top-level strategy
2. Strategic account overview
Strategic accounts business environment (sector analysis, competitive situation, major challenges, strategic account SWOT
analysis)
1. Relationship overviews/Executive summary
Current performance analysis
Current initiatives with the
strategic account
Financial targets Planning assumptions
24. Risks and failures
Effective
SAM
Effective
SAM
What is SAM
Making the
business
Case
Selecting and
categorising
customers
Stages of the
relationship
Developing
relationships
Alignment in
the
organisation
Planning for
strategic
accounts
Risks and
failures
1
2
4
5
6
7
8
3
1 2 3 4 5 6 7 8
25. Risks and failures
1. Relationships must be reciprocated and appropriate
Common mistake is to assume that the customer want to have close, partnered
relationships with their suppliers
Many companies do not do business on this basis at all; instead their purchasing
professionals reduce all supply decisions down to transactions based on trading off
quality with price, and flexing market power to obtain the best result.
2. Large customers are not always the best customers
Assumption that the biggest revenue earners are the most profitable is false, and that
great care must therefore be taken to before committing substantial resources to large
companies who demand great service at lower cost.
Research has found that often the most profitable customers are often just below
those that generate the largest revenue.
Important to stay close to strategic customers but reaching out to other customer
groups to reduce dependency on a few, and being locked into long term low
performance with unattractive customers.
1 2 3 4 5 6 7 8
26. Risks and failures
3. Misreading customer loyalty
if the supplier links their future strategy to the success of its customer, it creates a
strong dependency and consequently a risk on the customers future success or
failure.
This is with the added risk of a customer switching to another supplier, which can often
be part of the of the customers strategy.
Therefore it is important not to be over reliant on one customer and avoid the critical
error of believing that customer is a loyal partner.
1 2 3 4 5 6 7 8
27. Benefits Strategic Account Management
1. Strategic Account Management -> Take account management to
next level
2. Customers -> Service for life
Build long term strategic relationships with customers
Retention of strategic customers - more cost effective to retain customers
Spot new opportunities and generate new business
Increased consultancy provides the hook for increased downstream activities
3. Internal Integration / Consolidation
Break down internal boundaries and reduce silos
Use as part of a Company standard to manage consultancy client
relationships with major customers
Effectively manage and focus resources aligned to Company strategy