In this episode of the SAMA Podcast, ZS Associate Principal Amelia Summerell talks with Manasa Billa, Advisory Manager at ZS, about how one large life sciences organization used a Hypercare approach to strengthen its key account management program. Starting with a small group of strategic accounts, the organization uncovered and addressed gaps in governance, processes, cross-functional coordination, and ways of working before scaling the model across the enterprise.
Manasa shares why organizations should look beyond simply putting great people in KAM roles and focus on creating the systems and support that allow those people to succeed — taking a “nail it, then scale it” approach to building stronger strategic customer partnerships.
