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2017 SAMA Excellence Award Winner: DHL - Successful implementation of value innovation within the supply chain

One of two winning business case entries for the 2017 SAMA Excellence Award for the category: Successful implementation of value innovation within the supply chain. In a strategic approach, DHL Customer Solutions and Innovation (CSI) jointly managed enhanced value creation with a Japanese customer. CSI developed the business relationship based on a professional understanding of the Japanese culture - and the customer's culture in particular - as well as the customer's business. By involving all contributors from the very beginning of each project, CSI was able to create an ecosystem that achieved greater revenue growth for all. The two companies embarked on their strategic journey by initiating board-to-board alignment four years ago, building mutual trust and giving CSI valuable insight into the customer's culture. Because of its customer-centric approach, CSI continuously looked for better solutions, and this proved a perfect fit with the customer's kaizen strategy of "continuous improvement." Cultural alignment fostered trust and openness, enabling consensus on how to innovate and manage product and process integration. A specific business case that illustrates this success is a plug-and-play racking solution implemented by the two organizations in 2015. With this solution, both companies succeeded in creating common value (which neither could produce individually) by involving all contributors from the very beginning in an ecosystem resulting in new levels of quality, sustainability and environmental responsibility. For DHL, overall revenue more than doubled in three years, and the customer relationship has been consolidated and extended, based on value exchange and value creation.

Author(s): DHL Customer Solutions and Innovation

Publication Date: 5/1/2017

Resource Type: White paper/article

Subject Tags: Partnering Process / Strategic Alliances

Price: Non-Member - $0.00 | Individual Member - $0.00 | Corporate Member - $0.00

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2017 SAMA Excellence Award Winner: 3M - Successful implementation of value innovation within the supply chain

One of the two winning business case entries for the 2017 SAMA Excellence Award for the category: Successful implementation of value innovation within the supply chain. In an effort to expand 3M's relevance and presence in the marketplace in the new connected age, 3M invested in revamping its global strategic account management process through activating a SAM Playbook. The Playbook aimed at enabling a customer-first mindset across 3M in three primary areas by connecting the right mindset and the right skillset for the right role; through introducing common processes, language and tools; and by digitizing business insights, planning and engagement.

1. PEOPLE: The right mindset and the right skillset for the right role
2. PROCESS: Common process. Language and tools
3. TECHNOLOGY: Digitating Business Intelligence, Planning & Engagement

Author(s): 3M

Publication Date: 5/1/2017

Resource Type: White paper/article

Subject Tags: Partnering Process / Strategic Alliances;Value Creation / Innovation

Price: Non-Member - $0.00 | Individual Member - $0.00 | Corporate Member - $0.00

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The Digitalization Drive - Elevating Strategic Account Management

Digitalization has a profound impact on strategy and business practice in all industries. Fundamental to understanding how SAM and SAM programs should adapt is the realization that changes in SAM practices are driven not only by the emergence of new digital technologies but, even more importantly, by the modifications in strategy and business models that digitalization drives. Join us as Professor Kaj Storbacka, author of SAMA's latest research on digitalization, addresses the Future of SAM driven by digitalization and business model innovation, and what to do and where to start - using the customer journey as a reference point for development.

Author(s): Kaj Storbacka, Professor, Markets and Strategy, University of Auckland Business School

Publication Date: 4/20/2017

Resource Type: Webinar

Subject Tags:

Price: Non-Member - $169.00 | Individual Member - $99.00 | Corporate Member - $0.00

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2017 SAMA Excellence Award Winner: DHL - Outstanding SAM Program Leadership for Mature Programs

The winning entry for a 2017 SAMA Excellence Award in the category, Outstanding SAM Program Leadership for Mature Programs. In 2011, the Deutsche Post DHL Group (DPDHL) created a clear leadership structure for its global key account organization, DHL Customer Solutions and Innovation (CSI). In a natural next step to becoming the 'Provider of Choice' for customers, DPDHL focused its cross-divisional DHL customer management and innovation activities in one area of responsibility and introduced the position of a global Chief Commercial Officer for DHL. Over the last five years, the strategic realignment of CSI has led to multiple valuable achievements such as a significantly improved consistent customer experience, proved by higher customer satisfaction. Due to better internal and external communication as well as closer customer alignment, DPDHL customers are now more inspired, connected and engaged than ever before. Today CSI is recognized as the market-leading entity for developing innovative customer-centric solutions.

Author(s): Matthias Heutger, SVP Strategy, Marketing & Innovation and Ralf Nowak, Senior Expert Performance Management, DHL Customer Solutions & Innovation

Publication Date: 4/19/2017

Resource Type: White paper/article

Subject Tags: Global Account Programs;Mature SAM Programs;Metrics - Program / Account;Organizational Structure;SAM Program Case Studies

Price: Non-Member - $0.00 | Individual Member - $0.00 | Corporate Member - $0.00

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SAMA Guide to Customer-Supplier Scorecards

This is a short guide to customer-supplier scorecards for strategic accounts. Includes examples and list of links to relevant resources.

Author(s): SAMA

Publication Date: 4/18/2017

Resource Type: White paper/article

Subject Tags: Metrics - Program / Account

Price: Non-Member - $0.00 | Individual Member - $0.00 | Corporate Member - $0.00

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2017 SAMA Excellence Award Winner: Nalco Water - Implementation of a successful value negotiation plan and execution

The winning business case entry for a 2017 SAMA Excellence Award for the category: Implementation of a successful value negotiation plan and execution.
In 2016 Nalco Water won a global, multi-year contract with Microsoft for all of Microsoft’s 100+ data centers globally. Ecolab has been a strategic partner with Microsoft, using Microsoft’s cloud-based expertise to capture real-time data in support of Nalco Water’s customers’ growing water management needs. At the same time, Microsoft’s data centers are facing increased pressure and heightened scrutiny globally to demonstrate that they are operating with greater efficiency in their usage of water.
The Nalco Water Corporate Account Manager was able to effectively leverage Ecolab’s global value discovery process in order uncover key business drivers for Microsoft and to align our offering with the needs of Microsoft’s data centers. The co-created digital platforms for water management were core to the offering, enabling Microsoft to directly benefit from the platforms it co-created with Nalco Water. The resulting impact to Microsoft’s operation was over $4.3 million in reduced annual operating costs, achieved through reduced water and energy footprints, increased asset protection and improved water safety.

Author(s): Nalco Water, an Ecolab Company

Publication Date: 4/13/2017

Resource Type: White paper/article

Subject Tags: Knowledge Management;Mature SAM Programs;Partnering Process / Strategic Alliances;SAM Program Case Studies;Technology - CRM, SFA & Communication Tools

Price: Non-Member - $0.00 | Individual Member - $0.00 | Corporate Member - $0.00

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2017 SAMA Excellence Award Winner: Adobe - Outstanding SAM Program Leadership for Young Programs

The winning entry for a 2017 SAMA Excellence Award in the category, Outstanding SAM Program Leadership for Young Programs.
From 2013 through 2016, Adobe introduced, tested, proved and scaled a successful Strategic Accounts Marketing (SAM) program. This required sweeping change involving a complete enterprise-wide effort, beginning with a vision and leadership at the highest levels of the organization. The program set new goals and new metrics for measuring and rewarding success, implemented cross-departmental cooperation, provided internal and external education, and innovated processes and practices.

SAM Program achievements:

  • Solutions per Customer 2013 – 2015 20% increase
  • Customer Satisfaction Improvement 2013 -- 2015 20% increase
  • Share of Wallet 2013 - 2015 30% increase
  • Percentage of Top 20 Adobe Deals 2015 (Deal Size) 80%
  • Retention / Renewal Rates 2015 90%
  • Revenue Growth from 2013 -- 2015 1400%
  • Retention and renewal rates average 90%

    This SAM program is being benchmarked and scaled across Adobe, laying a foundation that will benefit Adobe colleagues and customers on a global basis for years to come. This SAM program is being benchmarked and scaled across Adobe, laying a foundation that will benefit Adobe colleagues and customers on a global basis for years to come.

    Author(s): Adobe

    Publication Date: 4/13/2017

    Resource Type: White paper/article

    Subject Tags: Partnering Process / Strategic Alliances

    Price: Non-Member - $0.00 | Individual Member - $0.00 | Corporate Member - $0.00

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  • 2017 SAMA Excellence Award Honorable Mention: 3M - Outstanding SAM Program Leadership for mature programs ( 5+ years)

    In an effort to expand relevance with customers and presence in the marketplace in the new digital age, 3M leadership initiated a major cultural shift since the appointment of the new CEO, Mr. Inge Thulin. Under the umbrella of business transformation, 3M invested in revamping the 3M Strategic Account Management Program with a focus on three key enablers.

    1. People: The right mindset and the right skillset for the right role
    2. Process: Common process. Language and tools
    3. Technology: Digitating business intelligence, planning and engagement

    Author(s): 3M

    Publication Date: 4/12/2017

    Resource Type: White paper/article

    Subject Tags: Mature SAM Programs;SAM Program Case Studies

    Price: Non-Member - $0.00 | Individual Member - $0.00 | Corporate Member - $0.00

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    Systematic approach to successful negotiations: How to find out what the other side really wants

    This webinar requires extensive participant interaction, as it includes conducting a live real-time negotiation. SNI's systematic approach to negotiations is made up of three Ps: Prepare, Probe and Propose. This webinar serves as an introduction to the "3Ps" and specifically digs into the second "P," Probing. Following the webinar, participants will take away a habit and tool to ask better questions in order to get beyond the other side's position and onto their needs and interests. Ultimately, this will allow participants to increase the likelihood of coming up with solutions that maximize their share while satisfying the other side.

    Author(s): Jeff Cochran, Principal/Master Facilitator, Shapiro Negotiations Institute

    Publication Date: 4/6/2017

    Resource Type: Webinar

    Subject Tags:

    Price: Non-Member - $169.00 | Individual Member - $99.00 | Corporate Member - $0.00

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    SAMA Guide to Key Performance Indicators (KPIs) of a Strategic Account Manager

    A short SAMA guide to the KPIs and performance metrics used in practice for the job of a Strategic Account Manager. Includes examples and list of links to relevant resources.

    Author(s): SAMA

    Publication Date: 3/16/2017

    Resource Type: White paper/article

    Subject Tags: Metrics - Program / Account

    Price: Non-Member - $0.00 | Individual Member - $0.00 | Corporate Member - $0.00

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    Engage, win and grow! Driving success for you and your customers in 2017

    Steve Andersen and Craig Jones of Performance Methods, Inc. (PMI) co-hosted this session based on their new book, "Beyond the sales process: 12 proven strategies for a customer-driven world." Joined by special guest Guy Bizzoco, associate director of customer-centricity at Merck, this webinar addresses how industry leaders are deploying strategic account planning and management to drive mutual success with strategic and key customers. See examples of how top-performing SAMs and KAMs stay ahead of the competition by effectively engaging their customers before, during and after the sale, and how they are proactively "planning to win" and "planning to grow" with their customers in 2017.

    Author(s): Steve Andersen, President and Founder, Performance Methods, Inc.; Craig Jones, Managing Partner, Performance Methods, Inc.; Guy Bizzoco, Associate Director, Merck

    Publication Date: 2/15/2017

    Resource Type: Webinar

    Subject Tags:

    Price: Non-Member - $169.00 | Individual Member - $99.00 | Corporate Member - $0.00

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    Building Trust Between Two Organizations

    A short guide to building trust between two organizations, combining the insights and wisdom of B2B best practices, expert approaches and SAMA research.

    Author(s): SAMA

    Publication Date: 2/3/2017

    Resource Type: White paper/article

    Subject Tags:

    Price: Non-Member - $0.00 | Individual Member - $0.00 | Corporate Member - $0.00

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    Velocity Issue 1, 2017

    Author(s): SAMA

    Publication Date: 1/31/2017

    Resource Type: Velocity magazine

    Subject Tags:

    Price: Non-Member - $25.00 | Individual Member - $0.00 | Corporate Member - $0.00

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    Editor's Corner

    Author(s): Gloria Naurocki, Associate Editor, SAMA

    Publication Date: 1/31/2017

    Resource Type: Velocity magazine

    Subject Tags: General Business Issues

    Price: Non-Member - $0.00 | Individual Member - $0.00 | Corporate Member - $0.00

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    Quick Takes: 10 Principles of Customer Strategy, Three Ways to Beat Industry Disrupters at their Own Game, How Acting Like a Politician Can Help You Win More Clients

    Author(s): Editor

    Publication Date: 1/31/2017

    Resource Type: Velocity magazine

    Subject Tags: General Business Issues

    Price: Non-Member - $0.00 | Individual Member - $0.00 | Corporate Member - $0.00

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    Data Watch: Harnessing Outsourcing for Greater Innovation

    Author(s): Deloitte

    Publication Date: 1/31/2017

    Resource Type: Velocity magazine

    Subject Tags: General Business Issues

    Price: Non-Member - $0.00 | Individual Member - $0.00 | Corporate Member - $0.00

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    Transitioning to SAM at Outotec: An interview with Pertti Korhonen

    The then-president and CEO of a major supplier to the mining and metals industry discusses this organization's transition to a SAM program, the role of SAMs and long-term career opportunities available to SAMs.

    Author(s): Harvey Dunham, Managing Director, Business Development, SAMA

    Publication Date: 1/31/2017

    Resource Type: Velocity magazine

    Subject Tags: SAM 101 - The Basics for Starting a SAM Program

    Price: Non-Member - $10.00 | Individual Member - $0.00 | Corporate Member - $0.00

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    Leading cultural change in SAM

    The authors describe their Excellence Award-winning journey from being a product-focused company to a customer-focused organization, the obstacles encountered, the role of executive support in overcoming these and the business results achieved.

    Author(s): Valerie Butt, Global Head of Customer, Distribution and Ron Davis, EVP - Global Customer Management, Zurich Commercial Insurance

    Publication Date: 1/31/2017

    Resource Type: Velocity magazine

    Subject Tags: Mature SAM Programs;SAM Program Case Studies

    Price: Non-Member - $10.00 | Individual Member - $0.00 | Corporate Member - $0.00

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    Elevating value creation in the digital economy

    The authors discuss how digitalization is changing business models and processes and how SAMs and their organizations need to adapt.

    Author(s): Volkhard Bregulla, VP Manufacturing Industry and IoT, Hewlett Packard Enterprises and Hajo Rapp, SVP Siemens One Customer, Siemens

    Publication Date: 1/31/2017

    Resource Type: Velocity magazine

    Subject Tags: Technology - CRM, SFA & Communication Tools;Value Creation / Innovation

    Price: Non-Member - $10.00 | Individual Member - $0.00 | Corporate Member - $0.00

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    Evolving C-suite dynamics

    C-suite roles are evolving and new roles are emerging. To remain relevant when dealing with the C-suite, SAMS must expand their comfort zone.

    Author(s): Jacques Sciammas, President and Reinhard Bockstette, Senior Executive, Selling to Executives; and Patrick Dancourt, European Procurement Director, Steelcase PLC

    Publication Date: 1/31/2017

    Resource Type: Velocity magazine

    Subject Tags: Executive Suite Issues

    Price: Non-Member - $10.00 | Individual Member - $0.00 | Corporate Member - $0.00

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    From the bottom up: Building a global accounts program at a family-owned pharmaceutical solutions provider

    This article provides an example of a successful bottom-up SAM initiative in a family-owned pharmaceutical solutions provider company.

    Author(s): Nicolas Zimmerman, Editor-in-Chief, SAMA

    Publication Date: 1/31/2017

    Resource Type: Velocity magazine

    Subject Tags: Global Account Programs

    Price: Non-Member - $10.00 | Individual Member - $0.00 | Corporate Member - $0.00

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    Targeting your value proposition for the relevant executive

    Because the real buyer may be found outside the C-suite, this author tells how to identify the relevant executives and develop a corresponding value proposition based upon three components of value.

    Author(s): By Stephen J. Bistritz, Ed.D., Sales author, lecturer and Founder, SellXL

    Publication Date: 1/31/2017

    Resource Type: Velocity magazine

    Subject Tags: Skills & Competencies

    Price: Non-Member - $10.00 | Individual Member - $0.00 | Corporate Member - $0.00

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    Book review: Value First, Then Price

    SAMA's president and CEO provides a review of Value First Then Price, a compilation of real-world case studies from global industry experts and insights into organizational capabilities and best practices for value quantification in industrial markets, plus tools for value quantification.

    Author(s): Bernard Quancard, President & CEO, SAMA

    Publication Date: 1/31/2017

    Resource Type: Velocity magazine

    Subject Tags: Value Creation / Innovation

    Price: Non-Member - $0.00 | Individual Member - $0.00 | Corporate Member - $0.00

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    Leveraging Your SAMA Corporate Membership

    On January 25, 2017, SAMA held a short webinar on how to navigate your corporate membership. Topics covered include, SAMA and our community, what resources are available to you, how to access your online member portal and webinars, who are the SAMA Membership staff and how to contact us. This webinar also includes a listing of the 2017 events and trainings.

    Author(s): SAMA Membership

    Publication Date: 1/25/2017

    Resource Type: Webinar

    Subject Tags: Other

    Price: Non-Member - $0.00 | Individual Member - $0.00 | Corporate Member - $0.00

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    Leveraging Your SAMA Corporate Membership

    On January 25, 2017, SAMA held a short webinar on how to navigate your corporate membership. Topics covered include, SAMA and our community, what resources are available to you, how to access your online member portal and webinars, who are the SAMA Membership staff and how to contact us. This webinar also includes a listing of the 2017 events and trainings.

    Author(s): SAMA Membership

    Publication Date: 1/25/2017

    Resource Type: Presentation handout

    Subject Tags: Other

    Price: Non-Member - $0.00 | Individual Member - $0.00 | Corporate Member - $0.00

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