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nEXtchange

Featured thought leaders will discuss future-oriented ideas for you to reflect on as you work to transform strategic account management into a corporate strategy.

Author(s): Janet LeBlanc, President & CEO, Janet LeBlanc + Associates Inc.; Javaid Iqbal, Professor of Customer-Centric Innovation, DePaul University; Patrick Mitchell, Former Chief Procurement Officer, Mars Inc.; Stephan Liozu, Chief Disruption Officer and Assistant Professor of Strategy at Chatham University, Value Innoruption Advisors

Publication Date: 5/23/2016

Resource Type: Presentation handout

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

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nEXtchange

Featured thought leaders will discuss future-oriented ideas for you to reflect on as you work to transform strategic account management into a corporate strategy.

Author(s): Janet LeBlanc, President & CEO, Janet LeBlanc + Associates Inc.; Javaid Iqbal, Professor of Customer-Centric Innovation, DePaul University; Patrick Mitchell, Former Chief Procurement Officer, Mars Inc.; Stephan Liozu, Chief Disruption Officer and Assistant Professor of Strategy at Chatham University, Value Innoruption Advisors

Publication Date: 5/23/2016

Resource Type: Video

Subject Tags:

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

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Academic Forum Decision-making science. How buyers frame value and make choices

Join this unique spin on the SAMA Academic Forum with two of the world’s foremost scholars, Dr. Zakary Tormala and Dr. Margaret Neale, in the area of persuasion and negotiations. Two critical skills every SAM must possess when you ultimately have to go-face-to-face with the many buying influences at your accounts. All of your good planning goes out the window if you don’t execute well in the room, over the web or on the phone with your lips moving. Learn what it takes to generate interest in a new idea by moving someone off of their status quo Understand how to improve the positioning and delivery of your value proposition Find out what the latest negotiations research has to say about creating andcapturing more value in every deal Our speaker’s perspective is different from the many “best practices” research that shows you how to imitate other successful strategic account managers. This work makes you an expert on what moves a buyer to make a change, choose you and do it more profitably.

Author(s): Tim Riesterer, Chief Strategy and Marketing Officer, Corporate Visions, Inc.; Margaret Neale, Adams Distinguished Professor of Management, Stanford University; Dr. Zakary Tormala, Professor of Marketing, Stanford University; Lisa Maggiore, Vice President Global Strategic Account Management and Intermediary Group Sales , Hilton Worldwide

Publication Date: 5/23/2016

Resource Type: Video

Subject Tags:

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

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16. Developing and Leveraging Strategic Customer Knowledge to Sell Your Value

Selling value is tougher than it's ever been. If we sell value, it is not enough to understand your customer's needs; we have to understand its business. This interactive and application-oriented workshop will focus on effectively gaining the right customer knowledge to help you differentiate yourself, your company and your solutions from your competitors. You will learn how to clearly understand your customer's business in three knowledge areas: business/strategic knowledge, solution/opportunity knowledge and relationship knowledge; quickly gather and analyze publicly available data; gain an inside perspective of your customer; conduct high-impact research meetings; develop relationships that lead to customer knowledge; and identify your unique business value by understanding your customer's business.

Author(s): Mark Shonka, Co-President, IMPAX Corporation; Jim Ellis, Director of Sales, Sensient Technologies

Publication Date: 5/23/2016

Resource Type: Video

Subject Tags:

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

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15. Gallup’s Guide to Customer Centricity: Analytics and Advice for B2B Leaders

Recent analysis conducted by Gallup shows that B2B companies are at risk of losing more than two-thirds of their customer bases. We have conducted hundreds of thousands of interviews over the last five years with B2B customers and found that only 29 percent are fully engaged, i.e., emotionally and psychologically attached to the companies they do business with. The other 71 percent of customers are ready and willing to take their business elsewhere. B2B companies across all industries are at risk of being replaced ? not because of their products or prices, but because they are failing their customers. It is no longer enough for companies to view the world from their vantage point; they need to view the world through the lens of their customer ? understanding what matters to the customer and how they can provide it. Ultimately, it’s about putting the customer at the center of everything. This presentation will help B2B companies understand the importance of viewing the world through the lens of their customer. Based on analytics, this practitioner-led presentation will outline best practices and key drivers of strategic account engagement, and will give leaders and account managers valuable takeaways to use in shaping a customer-centric organization.

Author(s): Ed O'Boyle, Global Practice Leader, Gallup; Jeff Durr, Partner, Gallup

Publication Date: 5/23/2016

Resource Type: Video

Subject Tags:

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

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50. Remaining Innovative in a Disrupted Ecosystem

When radical changes sweep across an industry, how can suppliers continue to innovate to successfully drive growth? Using two recent case studies from the food and beverage industry, this session will demonstrate different approaches to driving innovation between suppliers and their strategic accounts. The session will touch on how a supplier can effectively bring needed solutions to its strategic accounts without increased engineering, design or other costs.

Author(s): Axel Leichum, Partner , Blue Canyon Partners, Inc.; Laura Putnam, Consultant, Blue Canyon Partners, Inc.

Publication Date: 5/23/2016

Resource Type: Video

Subject Tags:

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

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17. Targeting Your Value Proposition for the Relevant Executive

Many organizations construct standard or feature-based value propositions that often target technical buyers, economic buyers or users within the broad customer organization. While these value propositions can be meaningful, they do not typically generate interest with C-suite executives. What senior executives expect today is a customer-focused value proposition that describes your differentiated value, thereby creating a sense of urgency for them to take action implementing your solution. What's most important to successfully delivering a meaningful value proposition is to first identify the relevant executive in the client organization and to then articulate your three components of value: namely, your personal value, the company value, and solution value in both a qualitative and quantitative way. Taken together, these three components of value enable you to construct a value proposition that clearly defines your differentiated value. As part of this session, Dan Stredler will describe his experience in changing organizational focus from feature-based value propositions aimed at the technical buyer to creating value propositions aimed at the relevant executive in the client organization.

Author(s): Steve Bistritz, President and Founder , Learning Solutions International; Daniel Stredler, Director, Global Strategic Accounts , Abbott Diagnostics

Publication Date: 5/23/2016

Resource Type: Video

Subject Tags:

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

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29. Driving Growth: Key Leadership Skills to Build a Growth Mindset

Most strategic account manager talent development begins and ends with training – which should be viewed as the starting line, not the finish line. Evolving talent includes ongoing leadership focus, proper leading and lagging measurement, accountability, iterative improvements, reinforcement of concepts, and personalized coaching for passion. Managers are often promoted because they were great strategic account managers, but few are taught how to be great leaders and coaches. This energetic presentation will cover best practices for evolving talent progression from two leading experts in the field.

Author(s): Bradley Humbles, Global Account Consultant , Bunnell Idea Group, Inc.; Rena Neville, Senior Vice President, Sotheby's

Publication Date: 5/23/2016

Resource Type: Video

Subject Tags:

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

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58. Developing sourcing strategy for value creation: How to source on TCO and value to create a competitive supply chain

Join former Global Chief Purchasing Officer, Bo-Inge Stensson as he discusses how to obtain true value from suppliers and also how to deliver value to stakeholders. Examples will be given from best practice and the SKF journey. He will discuss the concept, tools, and structure, and how you can obtain buy-in from the businesses. Attendees will walk away knowing why companies that have a structured way to buy on value are more profitable than companies that do not.

Author(s): Bo-Inge Stensson, President & Managing Partner (formerly Global Chief Purchasing Officer, SKF), Stensson & Associates AB

Publication Date: 5/23/2016

Resource Type: Video

Subject Tags:

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

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40. Allscript's Prescription for Successful Account Planning

When it comes to strategic account planning, CRM tools often miss 90 percent of the picture that is required to effectively manage relationships across large enterprises. As part of a formal operational excellence initiative, Shad Williams, of global healthcare technology company Allscripts, needed to find a more robust, standardized process for account planning that would achieve the goal set out by management: having premier accounts generate at least 20 percent of the company’s revenue target. By leveraging industry-leading account planning technology integrated with Salesforce.com, they were able to roll out several solutions, including visual white-space reports, strategic roadmaps and even an annual event to gather more insight from key customers. Today, Allscripts has transformed the way they engage with their most strategic accounts at every level of the enterprise and have a proven cure for stagnant accounts.

Author(s): Shad Williams, Director and Area Vice President, Allscripts; Tim Braman, VP Corporate Strategy, Revegy

Publication Date: 5/23/2016

Resource Type: Video

Subject Tags:

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

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Velocity Issue 2, 2016

Author(s):

Publication Date: 5/13/2016

Resource Type: Velocity Magazine

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

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Editor's Corner

Author(s):

Publication Date: 5/13/2016

Resource Type: Velocity Magazine

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Quick Takes

Author(s): Editors

Publication Date: 5/13/2016

Resource Type: Velocity Magazine

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Data Watch

Author(s): Editors

Publication Date: 5/13/2016

Resource Type: Velocity Magazine

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What do customers think of when they think of You

This article explains the importance, in today’s business world, of cultivating your personal brand and linking it to your company's own value proposition.

Author(s): David Topus, Founder and President, TOPUS Executive Branding

Publication Date: 5/13/2016

Resource Type: Velocity Magazine

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

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Implementing a New Business Technology Platform to Optimize Sharing and Discovery of Customer Insights: A DHL Case Study

DHL offers a SAMA Excellence Award-winning case study outlining how the company introduced a new business technology platform to optimize the discovery and sharing of customer insights across its organization.

Author(s): Sebastian Sprenger, Vice President, Marketing & Sales Enablement, DHL Customer Solutions & Innovation, and Anand Kulkarni Vice President, Customer Visibility & Performance Management, DHL Customer Solutions & Innovation

Publication Date: 5/13/2016

Resource Type: Velocity Magazine

Subject Tags:

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

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Pricing myths: A conversation

The authors offer us their incredibly enlightening take on a series of persistent pricing myths – and then debunk them with a combination of their own experiences and empirical research.

Author(s): Todd Snelgrove, Vice President for Value, SKF, and Andreas Hinterhuber, Founder and President, Hinterhuber & Partners

Publication Date: 5/13/2016

Resource Type: Velocity Magazine

Subject Tags:

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

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Four megatrends upending strategic account management

This article is based on a webinar presented by McKinsey & Co.'s Jennifer Stanley on the myriad ways in which the shifting business world is changing the way SAMs need to operate with their customers.

Author(s): SAMA Editors

Publication Date: 5/13/2016

Resource Type: Velocity Magazine

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

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Seeds planted in poor soil can't grow

SAMA’s research general manager, Elisabeth Cornell, presents some key findings from SAMA’s latest research report and argues that many companies still struggle to create the right culture and processes to allow the SAM initiative to thrive

Author(s): Elisabeth Cornell, SAMA Research General Manager

Publication Date: 5/13/2016

Resource Type: Velocity Magazine

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

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The Co-Creation Edge: Harnessing Big Data To Transform Sales and Procurement for Business Innovation (Book Review)

The author offers a review of The Co-Creation Edge: Harnessing Big Data to Transform Sales and Procurement, the new book co-authored by SAMA President & CEO Bernard Quancard and Francis Gouillart, of the Experience Co-Creation Partnership.

Author(s): Ron Davis, Executive Vice President for Global Customer Management, Zurich Insurance

Publication Date: 5/13/2016

Resource Type: Velocity Magazine

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

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On-Demand Webinar: Three ways to Strengthen the "S" in SAM

Strategic thinking is a highly prized leadership attribute of SAM's - yet one that is rarely defined in a way that supports innovative thought and development. This webinar offers leaders a snapshot of the strategic thinking process and discusses three ways to strengthen strategic thinking. Topics covered: - What makes a Strategic Account Manager, "strategic?" - How can you strengthen your own strategic thinking? - Why do you need to further strengthen your strategic thinking capability for yourself, your strategic account managers and your strategy team?

Author(s): Julia Sloan, Sloan International Inc.,

Publication Date: 3/24/2016

Resource Type: Webinar

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

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2016 SAMA Excellence Award Winner: Zurich Insurance - Outstanding SAM Program Leadership for mature programs (5+ years)

The winning business case entry for the 2016 SAMA Excellence Award category: Outstanding SAM Program Leadership for mature programs (5+ years).

Since its inception in 2000, Strategic Account Management has been the foundation of Zurich's goal to provide a superior experience for selected global customers. With consistently strong executive leadership, the SAM program transformed Zurich from a product-focused to a customer-centric company which is now recognized as an industry-leading differentiator.

What started with 10 Account Managers in Europe and the U.S. has grown to 110 SAMs globally in 2015. Additionally, our best practices have led to outstanding SAM performance which is evidenced in significantly higher product density and exceptional customer satisfaction scores.

Most importantly, our strategic customers see us as their trusted business partner. They view their SAM as an extension of their own team who has deep insight into their business challenges and can help them solve complex business problems. Zurich's SAM program has become a cornerstone to how we do business, and has proven itself as a market leader.

Author(s): Zurich Insurance

Publication Date: 3/16/2016

Resource Type: White paper/article

Subject Tags: Mature SAM Programs;Metrics - Program / Account;Organizational Structure;Partnering Process / Strategic Alliances;SAM Program Case Studies

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

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2016 SAMA Excellence Award Winner: DHL - Account Level: Internal alignment of key stakeholders across the company to a strategic customer

The winning business case entry for the 2016 SAMA Excellence Award category: Internal alignment of key stakeholders across the company to a strategic customer. DHL won a four-year, 10M Euros contract to operate the in-house logistics of a new automotive production plant. The operation, requiring approximately 400 FTE, will manufacture 90.000 vehicles and consists of automated storage, warehousing, sequencing line feeding and operating a supplier park. In total, this new project leads to significant organic growth potential, new business opportunities and long-term, strong business relationships with the customer and our DHL's divisions. A major achievement was the alignment reached between the DHL CSI account team and DSC to apply the most effective sales and solution design approach. The alignment required a strong coordination of the DHL DSC customer sponsor, the regional DSC automotive leads and the DSC P&L responsible in different countries. DHL CSI positioned DHL at the executive brand level in Germany and provided visibility on our capabilities and existing top class operations within the customer group. Moreover, we generated high interest for our solutions, state-of-the-art concepts and commercial proposal, which was developed and negotiated jointly with DSC.

Author(s): DHL Customer Solutions & Innovation

Publication Date: 3/15/2016

Resource Type: White paper/article

Subject Tags: Internal Alignment;Mature SAM Programs;Partnering Process / Strategic Alliances;SAM Program Case Studies

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

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2016 SAMA Excellence Award Winner: DHL - Customer insights and collaborative interactions leading to a mutually successful and jointly-developed customer solution

The winning business case entry for the 2016 SAMA Excellence Award category: Customer insights and collaborative interactions leading to a mutually successful and jointly-developed customer solution. This submission describes a value-creation journey shared by DHL and its customer Ricoh. Embarking on this journey, DHL hoped to achieve business growth, answer increasing customer demands, and improve customer and employee satisfaction. This required considerable upstream work and co-discovery of customer information and insights by the DHL account team in collaboration with key Ricoh contacts at multiple levels. The two organizations made fundamental changes to their relationship. They also implemented a joint business plan, and launched an innovative pilot project to explore the potential of augmented reality in logistics. The partners succeeded in co-creating substantial joint value - including a 25% productivity increase and significant positive publicity - and DHL exceeded Ricoh's expectations, securing new levels of trust. DHL improved levels of employee satisfaction and engagement, and proved the potential of augmented reality in the logistics industry.

Author(s): DHL Customer Solutions & Innovation

Publication Date: 3/15/2016

Resource Type: White paper/article

Subject Tags:

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

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2016 SAMA Excellence Award Winner: Johnson Controls - Outstanding SAM Program Leadership for young programs (<5 years old)

The winning business case entry for the 2016 SAMA Excellence Award category: Outstanding SAM Program Leadership for young programs (<5 years old). Johnson Controls implemented a Strategic Account Management program, Enterprise Accounts (EA), in October 2013, to improve customer satisfaction, accelerate growth, enable innovation, and create long term bi-directional partnerships with our customers. Within two years, the Enterprise Accounts platform migrated from conception to one of Building Efficiency North America's four strategic growth platforms. From FY14 (beginning in October 2013) through FY16, the EA business has grown from $250M to $380M. The Enterprise Accounts team, with the full support of executive leadership, has had a significant impact on the business beyond top line growth, including:

  • Improved customer loyalty for EA customers - 69% truly loyal versus 54% benchmark as measure by Walker Consulting.
  • Improved cross-selling by 20% in EA
  • Improved operational efficiency and productivity for customers by standardizing equipment, technology, and services based on their requirements
  • Enabled innovation by co-creating products to meet customer needs

    Author(s): Johnson Controls

    Publication Date: 3/15/2016

    Resource Type: White paper/article

    Subject Tags: Executive Sponsorship;Internal Alignment;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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  • Page 5 of 62