Background
- No official strategy per account was defined.
- Regular account performance reviews were not taken place.
- No visibility about under-performing accounts. No usage of standard operating figures.
- Client meetings were prepared different per account manager.
This all was leading to a different level of client management quality per account manager.
Solution
- Creating a framework consisting of
-
- Account review template and performance boost template with defined operating figures.
- Account management training inspired by "trusted advisor" and well as "love story principle" supporting the account managers to ensure an quality level standard in customer
management.
Result
- Quick wins for all accounts were defined resulting in an overall company turnover boost of 5% within one year.
- Account performances were monitored closely on monthly basis. Performance boost plans were defined and implemented within four weeks for under-performing accounts or success stories were
repeated/implemented for other accounts to boost the performance.
- Account managers were able to detect business development opportunities in a structured way thus helping the clients to achieve program objectives better.
- Quality of client relationship improved since the account managers were perceived more as a trusted partner.