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Tag: customer-centricity

Strategic account management program organization

Want to Accelerate Your SAM Journey? Create a Center of Excellence

By Dominique Côté, Founder & CEO, Cosawi
& Principal, The Summit Group
Disruption Leads to Innovation

Disruption, although most times unwelcome, gives way to innovation. This last year has certainly proven this saying. Could the mother of creativity and innovation, in fact, be disruption?

We have seen seismic shifts in industries like events and hospitality that have been devastated by the pandemic. However, many have pivoted and transformed themselves by, for example, providing office spaces for people in need of a quiet working environment. Customer-buying behaviors have also reshaped Amazon and other retailers in delivering everyday goods.

In general, engagement models have been shattered. Although we all look forward to interacting with humans again, we know that the end of the pandemic will not mean a return to normal. This past year has created a new normal, where virtual engagement will remain even as we re-introduce face to face into our lives. Organizations are already planning for this new- or next-normal hybrid model and have worked hard to elevate the needed skill sets of their commercial teams – especially strategic account managers. 

Continue reading “Want to Accelerate Your SAM Journey? Create a Center of Excellence” →
July 13, 2021August 10, 2021Account and enterprise alignment, center of excellence, Cultural knowledge and sensitivity, customer-centricity, Innovation, SAM organization design, SAM program office1 Comment
Case study, Strategic account management program organization, Uncategorized

Lessons from a Winning Global Account Management (GAM) Program

By Danielle Matteson, Vice President, Strategic Accounts Program, AVI-SPL

AVI-SPL is a digital enablement solutions provider that serves 86 percent of the Fortune 100. It designs, integrates, manages ad supports on-site and cloud-based communications and collaboration technologies for organizations around the globe. AVI-SPL was the recipient of the 2021 SAMA Excellence Award for “Outstanding Mature SAM Program.”

Establishing a Customer-Centric GAM Program

The [GAM] program’s core mission is to form and maintain a trusted partnership with our clients that produces mutual innovation and value resulting in measurable outcomes.

Here at AVI-SPL we established our GAM program to drive long-term value through strategic alignment with our most valued global clients. Our program is oriented around three core, client-focused pillars:

  1. Culture: Create a customer-centric culture
  2. Trusted Advisor: Serve as a strategically aligned, trusted advisor
  3. Global Delivery: Optimize our client experience to consistently exceed expectations

Since the inception of our GAM program, we have seen more than 40 percent growth over projected revenue had we not created a strategic accounts program. We have exceeded industry benchmarks in revenue growth rates, wallet share expansion, customer satisfaction, and client engagement.

Continue reading “Lessons from a Winning Global Account Management (GAM) Program” →
June 14, 2021June 14, 2021client management, customer-centricity, global account management, kpis, revenue, savings, scaling, trusted advisorLeave a comment
Podcast

The perception of value and power of storytelling: Selling in uncertain times

While the it may feel like the pandemic changed everything overnight, Whetstone CEO Adrian Davis says not so fast. Authenticity and the power of storytelling still matter. Learn what else has and hasn’t changed in the past year.

Listen to this episode of The SAMA Podcast here.

April 17, 2020March 29, 2021customer-centricity, Storytelling, ValueLeave a comment

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