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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

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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

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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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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

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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

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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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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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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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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

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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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  • Keynote: The Journey from Product to Customer

    In a world where risk and complexity are growing faster than the global economy, and in an industry where for over 300 years everything has been centered around products, Zurich Insurance is transforming to put the customer at the center of everything it does. Thomas Hürlimann, CEO of Zurich Global Corporate will share how he personally leads this strategic transformation in the corporate business at Zurich. He will highlight the challenges, the mistakes and also the successes that he experiences every day.

    Author(s): Thomas Hürlimann, Zurich Insurance Company Ltd.

    Publication Date: 3/14/2016

    Resource Type: Video

    Subject Tags:

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

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    Keynote: Innovating with Strategic Accounts: from technology showrooms to dreaming sessions and co-innovation, the Xerox experience

    Xerox has a long tradition of innovation. The company was first established thanks to the invention of xerographic technology which became a global success. Xerox understood from the start that innovating around technology was not sufficient; feedback showed that innovation also had to come from business models and customers. The early 70s saw the creation of Xerox PARC in the heart of the silicon valley, giving birth to many of the technologies we currently use in our daily office lives. As Xerox was engaging with larger corporations and becoming global, creating a strategic account organization became a necessity. Because of the nature of the strategic relationship established with these customers, it became obvious to involve them in the research and technology activities. But co-creating customer value by leveraging research and technology was not a straightforward journey. Patrick Mazeau will share what Xerox has learned over the past years and will discuss best practices: from showrooms to Customer Experience centres, to demonstrations to Dreaming Sessions, and product tests to co-innovation. This experience is based on +20 years of practice involving Xerox's four global research centres and customers all over the globe.

    Author(s): Patrick Mazeau, Xerox Research Centre Europe, Xerox

    Publication Date: 3/14/2016

    Resource Type: Video

    Subject Tags:

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

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    Keynote: Clickers vs Markers. What’s More Memorable, Credible, Persuasive and Impactful?

    Enjoy this fast-paced and powerful presentation that will teach you how to be the engaging, differentiated, trusted advisor you’ve always wanted to be in front of your customers. Tim Riesterer, Chief Strategy and Marketing Officer of Corporate Visions, Inc. will show you how to increase your effectiveness in each of the following areas by picking up a marker and putting down the power point clicker: Recall – increase your customer’s ability to remember and retell your story; Engagement – be more thought provoking and interesting; Credibility – present yourself as a more trusted advisor who “owns” the story; Quality – communicate in a way that is more clear and compelling; Persuasion – cause listeners to do something different and tell others.

    Author(s): Tim Riesterer, Corporate Visions, Inc.

    Publication Date: 3/14/2016

    Resource Type: Video

    Subject Tags:

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

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    3. Building collaborative value through your negotiations

    Every SAM interaction comes down to a negotiation of some kind. In this session Huthwaite International draws on its new global research and decades of observational evidence to outline techniques for collaboration that will add value to your negotiations. Hear insights into achieving a collaborative climate, understand which face-to-face behaviors produce mutually beneficial outcomes and learn how best to handle power. Attendees will hear findings that may surprise them – but will help them in their next major negotiation.

    Author(s): David Freedman, Huthwaite International

    Publication Date: 3/14/2016

    Resource Type: Presentation handout

    Subject Tags:

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

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    5. Stop Falling Down on SAM Execution

    Many organizations are waking up to the value of having a SAM program, making account retention increasingly difficult. Customers will quickly detect organizations that promise strategic account management but are unable to sustain the discipline required. Moreover, as competition heats up, you must be in a position to objectively assess the health of your key account relationships and allocate scarce resources accordingly. In this session, we will review how one organization successfully implemented a dynamic customer scorecard that objectively monitors progressive customer responsiveness. They also integrate it with the action plans their account team must execute to continue to create value for selected key accounts.

    Author(s): Adrian Davis, Whetstone Inc.; Lisa Taylor, Director, ITW Valeron Strength Films

    Publication Date: 3/14/2016

    Resource Type: Presentation handout

    Subject Tags:

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

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    6. 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, Bunnell Idea Group, Inc.; Maureen Hooft Graafland, Sotheby’s

    Publication Date: 3/14/2016

    Resource Type: Presentation handout

    Subject Tags:

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

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    7. Is Technology Propelling You Forward…or Holding You Back?

    Do you feel like your existing CRM fails to deliver on the promise of facilitating customer co-creation. Don’t worry: You’re not alone. Learn what Valkre’s CEO Jerry Alderman, one of the world’s foremost experts on technology-enabled strategic selling, says about the need for a holistic platform of Training, Technology and Coaching for achieving TRUE customer co-creation. This session will be told thru the lens of several real life cases including Philips, Sabre, and others.

    Author(s): Brian Kiep, Valkre; Jerry Alderman, Valkre

    Publication Date: 3/14/2016

    Resource Type: Presentation handout

    Subject Tags:

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

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    8. Creating strategic transformation in business through collaboration with customers

    The SAM collaborated with ABI logistics procurement to launch a project that delivers global strategic impact far beyond cost reductions. While the initial objective was to manage freight procurement better globally, the final product that was developed collaboratively also provides valuable data for SCM, logistics alignment and improved customer service. Unsuspected value has been untapped by the “wrong” area of the company. A similar shift in mind-set occurred at JF Hillenbrand, where it is now the SAM driving IT developments to deliver the necessary adjustments to systems. The result is a solution that far outperforms competition.

    Author(s): Pierre Bonel, JF Hillebrand, JF Hillenbrand; Gert van den Bossche, Former AB-INBEV, Gert Van den Bossche Consulting

    Publication Date: 3/14/2016

    Resource Type: Presentation handout

    Subject Tags:

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

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    9. Strategic Account Management as a Catalyst for Innovation

    Leveraging strategic account management to drive innovation can be rewarding both for the customer and the supplier, and can pave the way for a long-term partnership. It is through a deep understanding of the customer and its challenges that innovation paths can be identified. But such an approach also requires a mindset shift within the suppliers’ organization. The SAM plays a critical role by creating and sustaining an internal momentum focused on the customer – which often leads to breaking silos – and by orchestrating interactions with the customer at the right levels. In this session, Air Liquide will present how it fosters some of its innovation with strategic customers.

    Author(s): Anne-Sophie Lucier, Air Liquide S.A.; Olivier Randet, Air Liquide S.A.

    Publication Date: 3/14/2016

    Resource Type: Presentation handout

    Subject Tags:

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

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    Page 6 of 62