Business-to-Business Markets, Strategic Account Management

The Background

The client, a professional services company, had experienced growth over many years and had several major accounts. These accounts typically had several live contracts at any one time, with many staff (at different levels) in both organisations involved. These clients were the most important to the client as they contributed over 50% of their business. The client realised the need to change the way they managed these accounts to ensure continuity of work, and that the customer’s future expectations were understood and served.

Having identified the problem the client approached Reeves Consulting Limited to develop a consultancy project to develop a mechanisms whereby these Strategic Accounts could be managed, and a staff development programme to train the staff in to the new way of working.

The objective of this project was to develop for the client a means to manage their Strategic Accounts and to develop the senior staff to change the management of accounts to the new way. 

Services Reeves Consulting Ltd provided

  • Consultancy to develop a framework for Strategic Account Management
  • Development and design with the client of a programme uniquely tailored his business
  • Preparation and delivery of the Strategic Account Management staff development programme, including venues, handout materials and reading list
  • Planned delegate activity including: identification of Strategic Accounts; creation of Strategic Account Development Plans for existing major accounts; homework exercises
  • Analysis and feedback to Client 

The project outcome

  • The Client changed the way they managed major accounts. Developing senior staff into Strategic Account Managers, and employing a logically planned method of Strategic Account Management
  • The client widened their contact base in, and gained more knowledge about, the Strategic Account organisations
  • The client became less dependent on the Directors for securing future work
  • The Client increased the volume and scope of sales with existing Strategic Accounts

key words

Strategic account management, customer perception, account planning, knowledge, management of relationships

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What the client thought...

"Reeves Consulting helped us develop a system to manage our major strategic accounts. Then they trained our staff, and assisted us in changing to a new way of thinking about our clients."

 

 
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