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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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  • 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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    10. Strengthening the "S" in SAM

    Strategic thinking is a highly prized and essential leadership attribute of SAMs — yet one that is rarely defined in a way that supports innovative thought and development. This session offers leaders a snapshot of what strategic thinking is and an opportunity to address their own strategic issue using an unconventional approach that fosters innovative thought. Topics covered include: what makes a strategic account manager “strategic”?; and, 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, President, Sloan International, Inc.

    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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    11. Distributor Engagement Approach

    AXA MATRIX has created a distributor engagement approach designed to leverage strategic, regional, and local intermediary relationships to aid in acquisition of new business, displacement of existing non-AXA MATRIX service providers, retention and expansion of existing customer business and improved customer service density. The purpose: to establish strong collaboration, and exchange within the full span of the AXA organization to remain organizationally aligned, distinguish and differentiate AXA MATRIX with the placement and customer advocacy functions of our distributors, and demonstrate collaborative industry thought leadership and customer partnership around emerging or evolving trends. Our conference session will define the unique nature of the business model, discuss challenges and opportunities to leverage the tripartite relationship to provide customer value, and describe the benefits of driving a collaborative approach – all while providing specific examples.

    Author(s): Peter Linn, AXA Matrix; Michael P. Golden, North American Global and Risk Solutions; Martin Eckert, AXA MATRIX Risk Consultants

    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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    12. How do you avoid falling into the Commercial Coordinator trap?

    Strategic account managers, like all of us, tend to fall back on that with which they are most comfortable. Unfortunately, this often means continuing to act as an administrative and commercial coordinator instead of acting like a true SAM. The upstream reason for this is a lack of leadership skills and having an entrepreneurial mindset on the part of the SAM. This session will walk participants through the process of turning SAMs from managers into entrepreneur leaders fully capable of creating, expanding and sustaining a profitable revenue stream for each of their accounts. Doing so will assist them in avoiding the trap of being limited to the role of a commercial coordinator.

    Author(s): LaVon Koerner, Revenue Storm

    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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    13. Elevating the value creation process led by the KAM in the digital economy with social media and the Internet of things (IOT)

    In this session we will discuss how the digital and networked economy will change the value-creation processes a KAM needs to master to sustain profitable growth. It explores, based on a set of manufacturing and IT industry examples, what challenges a KAM is faced with and how KAM leaders and their corporate programs need to evolve to maintain or even accelerate a competitive advantage through a global account management approach. The group discussions will also dive into the future profile of a KAM, including the question, “Is the next KAM from the Gen Y?”

    Author(s): Hajo Rapp, Siemens; Volkhard Bregulla, HP Enterprise

    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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    14. Value co-creation and pricing - best practices for profiting from value via customer collaboration

    Increasingly, B2B buyers request a business case to justify spend. The natural implication for B2B sellers is that capabilities in value quantification are mandatory – as opposed to nice to have – in order to develop profitable customer relationships. In this workshop we will provide two complementary perspectives on value quantification within cutting edge B2B companies. On the one hand, Todd Snelgrove, Chief Value Officer at SKF will share insights on the 10 year long journey towards excellence in value quantification at SKF, a company that is recognized as best-in-class in documenting and quantifying value in industrial markets. On the other hand, Andreas Hinterhuber, Partner at Hinterhuber & Partners, will summarize the results of a 5 year long research project in excellence in value quantification, highlighting best practice examples, processes and capabilities in value quantification of B2B companies around the world. Key benefits for attendees: insights into the organizational transformation towards excellence in value quantification; best practice examples on quantified value propositions and value calculators of leading B2B companies globally; insights on capabilities and personality traits of SAMs that excel in value quantification; and, finally, the ability to withstand B2B purchasing manager price pressure and realize higher price levels and higher contract closure rates.

    Author(s): Andreas Hinterhuber, Hinterhuber & Partners; Todd Snelgrove, SKF

    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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    15. Evolving C-Suite Dynamics: What your sales teams need to do to gain customer trust and maintain relevancy in the digital age

    To succeed with the C-suite and your customer driven innovation approach, as well as develop lasting long-term relationships, companies must understand the rapidly evolving dynamics of this decision-making group. Connectivity, increased digitization and much more demanding customers have all created new challenges for C-level executives in the way they make investment decisions and select vendors. A deeper understanding of these changes will enable your sales teams to create a better relationship with these executives and gain a competitive advantage.

    Author(s): Jacques Sciammas, Selling to Executives; Reinhard W. Bockstette, Selling to Executives; Patrick Dancourt, Steelcase Inc

    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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    16. The Three Value Conversations

    SiriusDecisions found that 71 percent of executive buyers believe the number one factor in hitting revenue targets is a rep’s ability to articulate value. This means salespeople must master three “moments of truth” within every sales cycle to defeat the status quo and win more profitable deals. Join Tim Riesterer to discover how to: create value with conversations that differentiate your solution; elevate value with conversations that build a persuasive business case with executive-level decision makers; and, capture value with conversations that protect margins and expand deal size amid tense negotiations.

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

    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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    17. Successful collaboration with SAM in a global matrix organization – supporting European utility customers in their international expansion

    Large international enterprises typically operate in some kind of matrix organization with different balances between regional/local and business unit/corporate responsibility. Strategic account management can provide the third dimension; developing a shared business strategy by connecting several business units with each other and with other regions. This session will discuss key success factors in areas like SAM corporate setup and support as well as account manager and account team development with best fit for each individual customer. Examples will include successful business development together with power utilities customers expanding globally. Alongside the case of the fruitful collaboration of ENGIE Group (formerly GDF Suez) with Siemens over many years, we will talk in more depth about success factors on the customer and supplier sides.

    Author(s): Alexander Kotschi, Siemens AG; Jean- Francois Battoue, Engie Group; Michel Milerioux, Siemens AG

    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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    17. Successful collaboration with SAM in a global matrix organization – supporting European utility customers in their international expansion

    Large international enterprises typically operate in some kind of matrix organization with different balances between regional/local and business unit/corporate responsibility. Strategic account management can provide the third dimension; developing a shared business strategy by connecting several business units with each other and with other regions. This session will discuss key success factors in areas like SAM corporate setup and support as well as account manager and account team development with best fit for each individual customer. Examples will include successful business development together with power utilities customers expanding globally. Alongside the case of the fruitful collaboration of ENGIE Group (formerly GDF Suez) with Siemens over many years, we will talk in more depth about success factors on the customer and supplier sides.

    Author(s): Alexander Kotschi, Siemens AG; Jean- Francois Battoue, Engie Group; Michel Milerioux, Siemens AG

    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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    18. Understanding the Ultimate SAM Profile – How the Right SAMs Translate into Greater Program Success

    We all now realize there are people for positions and positions for people; the key is matching person and position to enable success. As the profession of strategic account management continues to evolve, there have been significant discoveries on what is the “right” type of person to be an effective SAM. But understanding the profile is only half of the battle. Once you know the optimal profile for your organization’s SAM, how do you get there? Do you train, hire or both? Ultimately, the answer to this question is a deeper discussion that is the central theme for this session, which will feature proven best practices, real-life examples, a case study, and a real-life SAM competency model that organizations are successfully utilizing today.

    Author(s): Dennis Chapman, The Chapman Group

    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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    19. How developing trust in teams can lead to enhanced collaboration and innovation

    This session will provide a framework for what constitutes trust in a work environment, using business cases and recent research to illustrate the importance of high trust on teams.

    Author(s): Abby Beckley, WorldWork; Geraldine Pace, WorldWork; Sonya Robazza, Robazza International Consulting; Marie Dancourt-Cavanagh, Openingways

    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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    20. Prioritizing Customers, Opportunities & Stakeholders - Aligning with, and Focusing on, What and Who Matters Most

    Top-performing strategic account organizations know time is their most precious currency…you can’t print more! At the heart of strategic account management is mindfully deciding where, and with whom, to invest and divest your time, energy and resources. This session will help you counter the threats of “all customers are important” and “activity addiction” through a pragmatic strategic account and opportunity prioritization “GPS system,” guiding you to both who, and where, you can create the greatest impact and accelerate profitable growth. This session will: engage you in the latest thinking on strategic account segmentation, selection and de-selection; opportunity prioritization; and stakeholder mapping; go well beyond revenue, share and potential-based segmentation – to consider attributes that provide more reliable indicators of future customer (and non-customer) behavior; equip you with simple, pragmatic tools and principles – a “GPS system” – to help you know where to spend more (and less) time in the quest to focus on the right business fit, for both you and your customer; and, capture what’s working and lessons learned with real-world examples of what the best companies are doing differently to prioritize accounts and opportunities, and align enterprise resources with what and who matters most.

    Author(s): Phil Styrlund, The Summit Group; Dominique Côté, Zoetis

    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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