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Tag: customer service

Account-based marketing, Strategic account management process

How Aramex’s Young SAM Program Provides Strategic Value and Impact

By Shahaboddin Wahdatehagh, Sr. Director Global Account Management, Aramex

Aramex is a leading global provider of comprehensive logistics and transportation solutions, headquartered in Dubai and listed on the Dubai Financial Market. Aramex services include international and domestic express delivery, freight forwarding, integrated logistics and supply chain management, and e-commerce solutions. The company has grown into a global brand and a market-leading express delivery and logistics services provider to the Middle East and other emerging economies.

Aramex was the recipient of the 2021 SAMA Excellence Award for “Outstanding Young SAM Program.”

Responding to Market Shifts

The logistics and transportation industry has been going through big changes in recent years, thanks in part to challenges wrought by new competitors who have disrupted the industry through technology. Additionally, customers have started to explore greater independence through forward integration (a push by carriers entering the freight-forwarding business) as well as through backward integration (insourcing, in some cases, the capabilities needed to manage express and domestic deliveries).

“In response to these market shifts, Aramex decided to move from a purely product-oriented approach to a market-shaper approach through deep integration with its customers.”

To succeed, we established four objectives that went beyond technological changes to include people and processes.

  1. Form an organizational capability around co-creating products and solutions with our customers
  2. Redesign our philosophy around our customers’ needs
  3. Make a positive business impact on our customers’ operations
  4. Ingrain a deeply customer-centric vision and mission for sales.

We needed a different sales strategy and go-to-market approach with regards to strategic and global key accounts, as our existing country-focused structure could not support, let alone scale, the required new concepts.


Continue reading “How Aramex’s Young SAM Program Provides Strategic Value and Impact” →
August 6, 2021Account planning, Change management, customer service, people management, process management, Strategic account managementLeave a comment
Account-based marketing, Case study, Healthcare

How Royal Became a Trusted Advisor and Streamlined Solutions Saving $300,000 Per Patient

By Roshni Patel, Customer Success Manager, Royal Ambulance

Royal Ambulance is a California-based transportation company committed to connecting patients and providers in the healthcare continuum through transportation, technology and seamless experiences. We partnered with a medical insurance network in the San Francisco Bay Area focused on providing easier access to high-quality care with cost transparency. Roshni Patel and Royal Ambulance won the 2021 SAMA Excellence Awards in the category for “SAM as the Leader.”

Identifying Customer Roadblocks

When we first established our partnership with the insurance network, Royal was just one company among many servicing the network’s network of hospitals and doctors. Our customer sought a trusted transportation provider who could help them keep patients within their provider network, ensuring quality patient care at a lower cost to the health plan. Each hour a patient spends in a non-network hospital increases the cost to the insurance network significantly.

During the initial discovery phase with the customer, our team at Royal established a regular meeting cadence with the insurance network’s director of transitional care programs, with the goals of determining current barriers to keeping patients in-network and identifying and addressing inefficiencies in transportation ordering workflow.

Defining Objectives

Specifically, we collaborated with the insurance network to develop the following list of prioritized objectives:

  • Leverage transportation to ensure patients receive care within the provider network.
  • Reduce the overall financial costs to the health plan when a patient obtains care out-of-network.
  • Decrease the time case managers spend on scheduling patient transport.
  • Create a single transportation hub for medical and non-medical transportation needs to streamline and simplify transportation requests and provide the appropriate levels of transportation for patients’ needs.
  • Educate case managers on how to triage appropriately for level of transportation based on a patient’s medical condition, reducing costs to the health plan or to patients who may be responsible for paying directly for transportation services.
Continue reading “How Royal Became a Trusted Advisor and Streamlined Solutions Saving $300,000 Per Patient” →
June 22, 2021June 22, 2021business opportunities, customer service, objectives, process management, ResultsLeave a comment

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