A Survival Guide for Optimizing Survey Responses – Part 4, Best Practices
Our latest blog entries have focused on providing tips and guidance and how to optimize response rates in your customer survey program. So far, we have covered: The Sample – who are you going to survey The Survey – the questions being asked of the participants The Survey Process – including communications, frequency, motivations to […]
Strategic Account Management Best Practices from Strange Places – A Football Life
The other day I was watching a re-run of the NFL Network’s documentary series, A Football Life, that covered Bill Belichek during the 2009 NFL season. If you do not remember, it was the 2009 playoffs when the Ravens smashed the Patriots (33-14) in New England, and seeing that performance was about the only therapy […]
Calculating Your Account’s Life Cycle Value – Do you know how much an increase in your company’s account retention is worth?
It is a vicious cycle that even the most successful businesses have to deal with; the constant need to replace defected accounts with new ones. This cycle of winning, but not gaining significant net revenue or profits, is often referred to as “the gerbil effect”. The challenge then, is not how do you consistently acquire […]
Thoughts on SAMA University
Last week, our President and CEO, Denis Chapman Sr. was at the Gleacher Center at the University of Chicago School of Business facilitating and supporting SAMA University. SAMA is the Strategic Account Management Association, and SAMA University is the platform that the organization uses to educate, train, and certify Strategic Account Managers (SAMs) from all […]
Strategic Account Management Best Practices Checklist
It is understood that within many organizations there are existing account managers who have either been trained or who are extremely gifted and intuitive in the art and science of strategic account management. These are often the top achievers in the organization. They often need little guidance and development; however additional development, and exposure to […]
The Evolution of Strategic and Account Management With Comparisons, Conclusions and Implications
During the last 30 years there has been an ever increasing importance placed on the retention, acquisition and development of those accounts that mean so much (revenue, profits and strategic importance) to many organizations. The following represents a depiction of this evolution and the most notable break-through events that organizations need to consider when focusing on improving their strategic account management practices.