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

Strategic Account Management Effectiveness Framework

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