Measuring the Customer Experience

Knowing what a customer may do before they do it! Finally, customers have been identified as the most important foundational pillar for business sustainability, and rightly so! It is the customer who can fire anyone, in any corporation, at any time, by taking their business elsewhere. Successful customer-centric organizations have learned that the primary driver […]

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Grow Customer Loyalty, Grow Profits

Utilizing Customer Loyalty Metrics to Build Long-Term Account Relationships. The single most predictive indicator of future growth is the degree of dependency that your existing customers have on your organization. Most corporate leaders know that it costs more to find a new customer than to grow an existing one, yet they operate by a mantra […]

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Account Management Best Practices

Integrating Science in to the Strategic Account Management Process. As businesses move into another era of the global economy — one driven by proven supplier ROI —measurements that provide immediate direction and correction are required. We have already adopted such metrics in various areas of our personal and business lives and in this white paper, […]

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Creating, Validating and Presenting an Economic Value Proposition

Over the past two decades, buyers have become savvier than most sellers. Rapid “commoditization” of products and services, due to access to information, foreign competitors, and faster product development cycles, threatens the long-term viability of almost all businesses. Effective value propositioning is the only defense that can resist the forces of rapid commoditization. As products […]

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The Components of a Metric-based Strategic Account Plan

In Strategic Account Management (SAM), the Strategic Account Plan is the core document that provides ultimate value to Account Teams for effectively growing revenues, and relationships within their strategic accounts. The Chapman Group believes in implementing a simple metric-based account plan that incorporates the right situational metrics (quantitative measurements) that eliminate endless hours of research, documentation, analysis and discussion.

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