Global Integrated Logistics Services Provider

Global Integrated Logistics Services Provider

Situation and Challenge

  • After several years of strong growth, revenue was declining, particularly in some of the largest, strategic accounts
  • Net new account revenues were not replacing the declining revenues
  • Management asked Blue Ridge Partners to assess their structure, approach, and processes for engaging with their strategic accounts

Approach

  • Conducted internal executive and sales personnel interviews to document the current account management approach across geographies
  • Reviewed perceptions of current customers to the company’s approach
  • Gathered and analyzed internal account management performance data
  • Evaluated the compiled fact base versus our Strategic Account Management Effectiveness Framework and identified four broad action areas to reignite growth
  • Developed a time-phased plan for designing and implementing detailed initiatives in the four action areas over the next four quarters
  • Assisted the client in the first action area – developing and implementing the foundation for a new account management approach
    • Refined management model with clear roles, responsibilities, and activities
    • Defined resources needed to staff the new model
    • Developed metrics and review cadence to manage account model processes effectively and hold the team accountable

Impact

Strategic Account Management Effectiveness Framework

Implementation Waves of Change

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