Global Integrated Logistics Services Provider Case Study

Uniform account team roles, responsibilities, and staffing cadres; improved segmentation; and, new management processes, metrics, and cadence laid the foundation for reigniting growth.

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

• Improved segmentation, new management processes, metrics, and cadence laid the foundation for reigniting growth.