Rethinking Key Account Management: adapting and refining your Sales organization s response to the new realities

Size: px
Start display at page:

Download "Rethinking Key Account Management: adapting and refining your Sales organization s response to the new realities"

Transcription

1 Rethinking Key Account Management: adapting and refining your Sales organization s response to the new realities

2 Managing the future Most executives recognize that the real assets of a company are embedded in the quality of the relationships between the company and its most important stakeholders, such as clients or customers, employees and suppliers. Developing strategic relationships with customers should therefore be a central issue on the CSO s agenda moreover in current context. Key Account Management is a systematic process for managing key interactions and relationships with most valuable customers. It focuses on the creation, implementation, execution and evaluation of an overall plan to guide the account team in developing new relationships at the C-level, aligning the best resources to the most profitable opportunities and delivering what was promised. Everybody would agree on the strategy, even more when you know that the Pareto principle applies here also with 20% of the customers generating 80% of the revenue/profit. However when looking at our recent CSO Insights study, execution seems different: 51% More than half of the companies recognize that they need improvement in selecting key accounts 60% CSO interviewed understand they lose deals because their competitors have established a better relationship with their customer 52% Also recognize their Key Account plan need improvment 2

3 Why Key Account Management has become increasingly important The consolidation of buying power in the B2B sector over the last decade has increased the importance of key account management across numerous industries: It is long evident in the Consumer Product Goods witness the co-location of 500 P&G and over 200 Johnson & Johnson personnel in Fayetteville, Arkansas; headquarters for Wal-Mart. This large number of personnel is taking over the management of competitor product categories and supply chain responsibilities for their customer. There was a time, when Wal-Mart may have four sales people from 4 product lines, calling on the same customer. This manner of interaction is no longer acceptable. Consider the wholesales fuel (gasoline) business. One large, multinational energy company use to work jobbers or regional distributors of fuel must now contend with wholesalers and grocery chains who take over a larger share of the retail fuel market. This requires a new response from the supplier and the industry value chain. Witness the automotive industry: - A tier 1 automotive supplier knew they needed to improve key account management capabilities when their OEM customer was more knowledgeable of their global pricing policy than their individual account teams; the supplier was at a significant disadvantage when negotiating prices that were inconsistent by region. - Or consider one premier tire manufacturer that like the fuel supplier must now learn to sell to the likes of Costco and major multi-country distributors in Europe. Not to be overlooked, emerging market multi-nationals are now working to penetrate mature markets moving from undeveloped markets in Africa, SE Asia, to mature markets in Europe and the U.S. where they must compete with already established key account competitors. In these circumstances, it is just not technology and low cost that wins the deal, but also the capacity to show product development roadmaps and ensure highly reliable service in a complex environment where risk tolerance is zero and where English is the first language. These examples and the increasing concentration of buying power in many industries have increased the level needed to improve key account management practices. 3

4 What are Top performers doing? The 10 key success factors of Key Account Management. Accenture has identified what high performing sales organizations are doing to enhance business and relationships with their most important customers: Strategy 1. Start with a customer-based segmentation strategy, implementing differentiated approaches for key accounts and other tiers. Criteria include existing and future revenue growth, strategic position in the industry. 2. Align sales organization (global versus local) and process steps with their key customers, establish longterm partnering agreements on an added-value-reward sharing basis and have intensive cooperation through mutual knowledge sharing. Organization 3. Align organization to the customer s organization, when possible: single account leads with similar functional heads for product, supply chain, marketing, and operations. 4. Carefully select the Account Planning Team with the right complement of skills to develop robust account plan. This is a cross-functional team composed of dedicated and indirect personnel. Process 5. Define a clear process of what is a key account, determining target customer needs, and implementing procedures to ensure that they receive customer service based on total value. 6. Conduct regular key account plan review meetings to monitor action plan and sales results that are integrated in company-wide review cycles. 7. Have maintenance process to maintain key account power map. 8. Have a partnership approach, joint process and product improvements with regular target measurement for strategic customers. Technology 9. Have access to a common repository of information the customer profile, relationship maps, sales data, won/loss analysis, internal organizational charts, etc. that facilitate coordinated communication at both tactical and operational levels to allow for one common message. 10. Embed your account plan in a sales tool that is visible to all team members. All aspects of planningincluding optimization of resourcesdeveloped, distributed, and tracked electronically. 4

5 Successfully implementing Key Account Management Outside the traditional increase of share of wallet in existing customers, which is for many segments of the B2B sector the primary strategy for growth, an effective implementation of Key Account Management requires not only organizational and process changes but above all a change of mind. 1. Know your Customer The fatal flaw made by most account teams is not doing their homework on the customer s business needs, related to their industry and their position in this industry. Typically, account teams are great at identifying the opportunities to exploit with their customers; however, few take the time to understand the customer s position. This yields a shallow understanding of their customer that too often is apparent in client discussions. Operating from a deep understanding of the customer s business allows the account team to conduct conversations on things other than price. While performing an assessment of key account planning activities at a customer in the C&HT industry, we were able to identify up to 13 very specific account plans that were not shared across the account team. All of them had valuable customer insights but scattered among several documents, the account team was not able to exploit its full value. To address this challenge, Top Performers define, deploy and maintain one consolidated key account plan to gather into one single place all strategic account information. Moreover, it allows to share best practices to the whole Sales Key account team members but also to the Top management. 2. Increase win rates and focus on valuable opportunities We also often hear our clients say they can t afford the luxury of losing a single opportunity, even more in the current economical context. However this should not obscure the fact that all the opportunities do not require the same degree of attention. To know which opportunity is more important than another, we have established a detailed approach that through a set of critical success factors, questions, and job aides analyze throughout the sales: - If you are able to win this opportunity, - If you want to win this opportunity, - If you win, will you then be able to deliver what was promised. Again this may sound obvious, however systematically applying this method as early as possible in the sales cycle has allowed some of our customers to better anticipate next stages. To give one example, who has not heard this common: let s win this first, and then we ll see how we can deliver it. Well one of our customer has paid the price for this. While he was responding to an RFP that he helped co-authored with his client, while he offered the best technical solution, while... everything seemed favorable to his victory, he lost because he had badly prepared the delivery phase. This phase could only be done in partnership with two companies on the market that each had signed an exclusive agreement with two of his competitors. 3. Build a momentum An effective key account management program calls for investments. However, as the benefits have shown, there are pay offs for these investments. Helping all companies to agree on the gains and make the investment when both time and money are in short supply. Nonetheless, it remains a challenge. A diplomatic way to enable sales force to realize their lack of global view of the account as well as strategic alignment, hence the opportunities they may be missing can be achieved by organizing a Sales Bootcamp. Bringing your best resources in the same place to simulate an Account Plan session and elaborating with them the best value proposition based on this new common understanding of customer needs is really powerful. This was done with many of our customers and therefore being able to identify in a few days new opportunities hitherto unexplored has often been a good stimulus for sales force adherence and willingness to change their way of working. 5

6 Accenture s approach to Key Account Management Given the benefits and value creation potential, Accenture sees it as wise to start implementing or further rollout Key Account Management, particularly in a transition from a difficult economy to an upturn. This is the moment of opportunity to improve the quality of key customer relationships. Accenture s approach to KAM is broad, reaching strategic, tactical and operational levels, encompassing internal and external activities. It begins with building a vision, strategy and defining actionable KPI set, all of which are aligned to the overall company strategy. It also takes into account the current economic situation and recognizes that business benefits need to be quickly realized. In Accenture s experience, the rewards were to: increase customers intimacy and start moving the overall customer satisfaction index from average to high improve win rate and capture rate as well as deal profitability by up to 15% through improved opportunity qualification and value proposition development reduce companies competitor customer influence through the identification of new coaches and supporters at C-level Develop a unique competitive advantage through quality improvements, innovation and faster time-to-market. For example, our recent success stories are: For an large manufacturer company, the deployment of an industrialized Key Account Management process combined with rigorous key account plan reviews helps to improve the win and capture rate by up to two digits. For an international company in electronic industry, the opportunities qualification s optimization, and the shared and detailed power map documentation impact the win probability ratio by more than 10 points. Fig. 1: Accenture Key Account Management approach Vision and Strategy 1. Understand Customer Customer Relationship 4. Evaluate Performance Joint Business Success 2. Create Plan 3. Execute Plan Processes Enablers 6

7 The Accenture KAM approach is helping companies to achieve high performance in key account management. With its commitment to find the optimal solution for every unique situation, Accenture has successfully implemented this KAM methodology for several clients around the world in recent years. Putting our benchmarking data to work helps clients to pinpoint the areas where they have the most potential to gain and recommends leading practices to shape the solution. Accenture has developed an approach that considers all elements leading to successful Key Account Management (Figure 1). This model, which is aligned to the generic CRM business process, includes the vision and strategy, all relevant processes and essential enablers. The vision and strategy: Account planning driven by a consolidated, common understanding of the customer and vendor s presence at the customer. The processes: continuous closed loop process integrating customer relationship activities within account planning at each step and including clear Roles & Responsibilities definition for Account planning reviews. The enablers: crucial components to make key account management successful. From an organizational point of view clear roles and responsibilities have to be defined and spread throughout the business. Employees need to be trained in the specific strategic account management tasks and should have personal goals clearly defined in order to align incentives with strategic direction and optimize results. From a technology point of view standardized tools and templates, including Organizational Power Map have to be defined and used. To turn the methodology into reality, Accenture has developed a set of strategic Key Account Management tools and templates based on Accenture standard practices, pilot projects and client experiences (Figure 2). Fig. 2: Accenture Key Account Management assets Process KAM Process KAM Handbook KAM Template guidance Descriptions of the key steps, Inputs and outputs and roles & responsibilities associated with the KAM Solution Describes how to use the enablers of KAM solution (CP, VP, AP, Workbook). Providing clear instruction on operation procedures in daily work and R&R assignments within the team Explain how to complete templates and provide examples with job aids Enablers Customer Profile Vendor Profile Account Plan Account Plan Workbook Performance Dashboard Consolidated understanding of the Customer business, including industry environment, organization, strategy and financial analysis (ppt format) Consolidated view of Company engagement with the Customer including project history, competition analysis, market share analysis and relationship analysis (power map, ppt format) Tactics and plans to achieve the objectives for the coming year. Aligned to multi years strategy and based on a deep understanding of the Customer (Customer Profile and Vendor Profile). Incorporates Budget and Market space analysis output (ppt format) Centralized account management action plan to realize the objectives of the Account Plan: key dimensions include market target, relationship management, competition management (xls format) Graphical illustration of Account KPI providing a monthly breakdown of actual against targets to identify performance gaps (xls format) 7

8 About the authors Fabrice Marque is a Senior Executive at Accenture, leading the CRM Service Line in France. He is responsible for our Service Transformation offerings at EALA level: multi-channel strategy, customer experience design, contact centre activities organization, etc. He has more than 15 years of experience within Accenture, and has worked across various industries: Telecom, Electronic and High- Technologies, Public Service, Insurance, Energy, Health Contacts : Fabrice Marque Mahfoud Chebboub Mahfoud Chebboub is a Senior Manager at Accenture, leading the CRM KAM offering in France. He is member of the CRM Sales Transformation practice with a specialty on B2B industries. Copyright 2011 Accenture All rights reserved. Accenture, its logo, and High Performance Delivered are trademarks of Accenture. About Accenture Accenture is a global management consulting, technology services and outsourcing company, with approximately 204,000 people serving clients in more than 120 countries. Combining unparalleled experience, comprehensive capabilities across all industries and business functions, and extensive research on the world s most successful companies, Accenture collaborates with clients to help them become high-performance businesses and governments. The company generated net revenues of US$21.6 billion for the fiscal year ended Aug. 31, Its home page is

How successful is your campaign and promotion management? Towards best-practice campaign management strategies

How successful is your campaign and promotion management? Towards best-practice campaign management strategies How successful is your campaign and promotion management? Towards best-practice campaign management strategies Welcome to the new normal Businesses today are under unprecedented pressure to increase spending

More information

Relationship management is dead! Long live relationship management!

Relationship management is dead! Long live relationship management! XRM: From Fragmentation to Integration Executive Summary Relationship management is dead! Long live relationship management! But it s not just about customers anymore. The value chain has grown so long

More information

Technology. Building Your Cloud Strategy with Accenture

Technology. Building Your Cloud Strategy with Accenture Technology Building Your Cloud Strategy with Accenture 2 Cloud computing, in its simplest form, allows companies to procure technology as services, including infrastructure, applications, platforms and

More information

Technology. Building Your Cloud Strategy with Accenture

Technology. Building Your Cloud Strategy with Accenture Technology Building Your Cloud Strategy with Accenture 2 Cloud computing, in its simplest form, allows companies to procure technology as services, including infrastructure, applications, platforms and

More information

The Rising Opportunity for CMO-CIO Collaboration in the Pharmaceutical Industry

The Rising Opportunity for CMO-CIO Collaboration in the Pharmaceutical Industry Accenture Life Sciences Rethink Reshape Restructure for better patient outcomes The Rising Opportunity for CMO-CIO Collaboration in the Pharmaceutical Industry Demographics Life Sciences Pharma/Biotech:

More information

Accenture Business Intelligence for Fashion and Luxury. Creating a Differentiated Customer Experience for Long-term Brand Loyalty

Accenture Business Intelligence for Fashion and Luxury. Creating a Differentiated Customer Experience for Long-term Brand Loyalty Accenture Business Intelligence for Fashion and Luxury Creating a Differentiated Customer Experience for Long-term Brand Loyalty Fashion is inherently an ever-changing industry. Customer preferences fluctuate

More information

Accenture Technology Consulting. Clearing the Path for Business Growth

Accenture Technology Consulting. Clearing the Path for Business Growth Accenture Technology Consulting Clearing the Path for Business Growth Mega technology waves are impacting and shaping organizations in a profound way When a company s executive management team considers

More information

Knowing the customer: this time it s personal. How analytics can help banks achieve superior CRM, secure growth and drive high performance

Knowing the customer: this time it s personal. How analytics can help banks achieve superior CRM, secure growth and drive high performance Knowing the customer: this time it s personal How analytics can help banks achieve superior CRM, secure growth and drive high performance Table of Contents Introduction How advanced analytics changes customer

More information

New Realities, New Approaches

New Realities, New Approaches Wealth and Asset Management Services Point of View New Realities, New Approaches Changing the Client-Advisor Relationship in Wealth Management Two major trends the changing nature of clients, and shifts

More information

Driving an Upswing in a Downturn at PolyOne. High Performance through Business Transformation

Driving an Upswing in a Downturn at PolyOne. High Performance through Business Transformation Driving an Upswing in a Downturn at PolyOne High Performance through Business Transformation PolyOne Corporation is a premier global provider of specialized polymer materials, tailored services and end-to-end

More information

Accenture CAS: Trade Promotion Optimization

Accenture CAS: Trade Promotion Optimization Accenture CAS: Trade Promotion Optimization Develop winning promotions Understanding the market Increasingly, retailers and manufacturers expect more from their trade promotions: more sales, profitability

More information

Accenture CAS: Solution Implementation Making change happen

Accenture CAS: Solution Implementation Making change happen Accenture CAS: Solution Implementation Making change happen Rooted in a strong culture of client service and success, our smart, committed and experienced professionals collaborate as global teams to create

More information

Accenture Perfect Sales Part of the Accenture Commercial Services for Consumer Goods Business Service

Accenture Perfect Sales Part of the Accenture Commercial Services for Consumer Goods Business Service Accenture Perfect Sales Part of the Accenture Commercial Services for Consumer Goods Business Service Winning the War in the Store by Optimizing Field-based Sales Activities 2 The external environment

More information

Achieving High Performance: The Value of Benchmarking

Achieving High Performance: The Value of Benchmarking Achieving High Performance: The Value of Benchmarking Now I have the ammunition to foster change. With benchmarking, change agents have the facts they need to convince executives that a transformation

More information

Tapping the Potential: The Accenture Industrial Equipment Industry Group

Tapping the Potential: The Accenture Industrial Equipment Industry Group Tapping the Potential: The Accenture Industrial Equipment Industry Group Industrial equipment is an industry that holds an untapped potential for growth across the globe. And that growth is fueled by

More information

Key Accounts How to Maximize Opportunities and Minimize Disappointments

Key Accounts How to Maximize Opportunities and Minimize Disappointments Key s How to Maximize Opportunities and Minimize Disappointments Key Key accounts represent a larger and larger share of the market and are becoming more demanding Many companies create some form of a

More information

Technology. Accenture Infrastructure Outsourcing Services

Technology. Accenture Infrastructure Outsourcing Services Technology Accenture Infrastructure Outsourcing Services 2 Accenture Infrastructure Outsourcing Services enable organizations to create a more cost-effective and responsive IT infrastructure one that not

More information

Empowering Agents to Employ Digital as a Competitive Weapon

Empowering Agents to Employ Digital as a Competitive Weapon Empowering Agents to Employ Digital as a Competitive Weapon 2 Empowering Agents to Employ Digital as a Competitive Weapon For most personal lines insurers, agents bring a hands-on advisory role that can

More information

Informatica Project Rightsize

Informatica Project Rightsize Informatica Project Rightsize Strategy to Revenue Marketing Case Study Screen shots of video presenter and interviews Business Needs Informatica is a large organization born out of a number of strategic

More information

Digital Customer Experience

Digital Customer Experience Digital Customer Experience Digital. Two steps ahead Digital. Two steps ahead Organizations are challenged to deliver a digital promise to their customers. The move to digital is led by customers who are

More information

New Channels Create New Growth Opportunities for Insurers. North American Insurance Distribution Survey Findings

New Channels Create New Growth Opportunities for Insurers. North American Insurance Distribution Survey Findings New Channels Create New Growth Opportunities for Insurers North American Insurance Distribution Survey Findings Introduction After a period marked by disruption of the financial systems and heightened

More information

Retail Supply Chain Reboot: Agilely Facing the Unknown. by Mirko Martich

Retail Supply Chain Reboot: Agilely Facing the Unknown. by Mirko Martich Retail Supply Chain Reboot: Agilely Facing the Unknown by Mirko Martich Are retailers winning the customer experience battle but losing the profitably war? As more companies increase their investments

More information

Accenture Parts Optimization: Warranty Services Gaining Control Over Warranty Costs

Accenture Parts Optimization: Warranty Services Gaining Control Over Warranty Costs Accenture Parts Optimization: Warranty Services Gaining Control Over Warranty Costs 2 Accenture Warranty Optimization Services: Gaining Control Over Warranty Costs The numbers are compelling: On average,

More information

Are You Playing Ramp Up Roulette With Your Suppliers? Aerospace and Defense Digital Supply Network Survey 2015

Are You Playing Ramp Up Roulette With Your Suppliers? Aerospace and Defense Digital Supply Network Survey 2015 Are You Playing Ramp Up Roulette With Your Suppliers? Aerospace and Defense Digital Supply Network Survey 2015 Production rates in the aerospace and defense industry are increasing dramatically. OEMs and

More information

Managed Services. The Future of Process Led Transformation has arrived. Insight Driven Value Chain Management. Execution Excellence

Managed Services. The Future of Process Led Transformation has arrived. Insight Driven Value Chain Management. Execution Excellence Managed Services The Future of Process Led Transformation has arrived Insight Driven Value Chain Management BPM Execution Excellence A Managed Services approach to Process Led Transformation can enable

More information

Marketing Operations: Personalization in Sight

Marketing Operations: Personalization in Sight Accenture Interactive Point of View Series Marketing Operations: Personalization in Sight Why operational effectiveness is essential for customer relevance at scale Make every customer feel like one in

More information

Customer Relationship Management for Chemicals. Using segmentation as a catalyst to become customer smart

Customer Relationship Management for Chemicals. Using segmentation as a catalyst to become customer smart Customer Relationship Management for Chemicals Using segmentation as a catalyst to become customer smart Building leaner, more cost-effective businesses has become standard industry practice for chemical

More information

Wealth management offerings for sustainable profitability and enhanced client centricity

Wealth management offerings for sustainable profitability and enhanced client centricity Wealth the way we do it Wealth management offerings for sustainable profitability and enhanced client centricity The wealth management business is transforming. To delight their clients, firms must adopt

More information

Accenture NewsPage Sales Force Automation: Empower your people

Accenture NewsPage Sales Force Automation: Empower your people Accenture NewsPage Sales Force Automation: Empower your people 2 Understanding the market Your people are your most important business asset. But, with hundreds of staff, serving thousands of small retailers,

More information

Life in the New Normal: The Customer Engagement Revolution. Accenture Life Sciences

Life in the New Normal: The Customer Engagement Revolution. Accenture Life Sciences Accenture Life Sciences Life in the New Normal: The Customer Engagement Revolution Accenture Research Note: Key Findings from a survey of 200 US-based Sales and Marketing Executives in the Pharmaceutical

More information

Great Analytics start with a Great Question

Great Analytics start with a Great Question Great Analytics start with a Great Question Analytics must deliver business outcomes - otherwise it s just reporting 1 In the last five years, many Australian companies have invested heavily in their analytics

More information

Our core strengths can be found at the intersection of several competencies

Our core strengths can be found at the intersection of several competencies Accenture Mobility Helping clients embrace mobility as a transformational strategy to deliver real, measurable, and sustainable improvements in business performance Overview Mobile technologies are transforming

More information

Accenture Sustainability Performance Management. Delivering Business Value from Sustainability Strategy

Accenture Sustainability Performance Management. Delivering Business Value from Sustainability Strategy Accenture Sustainability Performance Management Delivering Business Value from Sustainability Strategy Global executives are as committed as ever to sustainable business. Yet, executing a sustainability

More information

GENERATE REVENUES WITH AN EFFECTIVE PARTS WHOLESALE STRATEGY.

GENERATE REVENUES WITH AN EFFECTIVE PARTS WHOLESALE STRATEGY. GENERATE REVENUES WITH AN EFFECTIVE PARTS WHOLESALE STRATEGY. fueled by challenge. powering success. sm 1,500 dealer programs in 27 markets Parts wholesale has the potential to significantly contribute

More information

Transform Your Customer Service Design, Delivery and Operations Using Accenture s Service Cloud Quick Start Tool

Transform Your Customer Service Design, Delivery and Operations Using Accenture s Service Cloud Quick Start Tool Transform Your Customer Service Design, Delivery and Operations Using Accenture s Service Cloud Quick Start Tool In today s world of fastchanging customer dynamics, companies that fail to enhance their

More information

Collaborative CRM Workshop. 02 Partner Alignment & Project Objectives

Collaborative CRM Workshop. 02 Partner Alignment & Project Objectives Collaborative CRM Workshop 02 Partner Alignment & Project Objectives 1 Collaborative CRM 2005 02 Partner Alignment & Project Objectives Copyright ECR Europe 2005. All rights reserved. Version 7.0 June

More information

Great Expectations: Why Pharma Companies Can t Ignore Patient Services

Great Expectations: Why Pharma Companies Can t Ignore Patient Services Accenture Life Sciences Rethink Reshape Restructure... for better patient outcomes Great Expectations: Why Pharma Companies Can t Ignore Patient Services Accenture Research Note: Key findings from a survey

More information

Paying the Price of Inaction? Why Original Equipment Manufacturers Must Reinvent Competitive Parts Pricing

Paying the Price of Inaction? Why Original Equipment Manufacturers Must Reinvent Competitive Parts Pricing Paying the Price of Inaction? Why Original Equipment Manufacturers Must Reinvent Competitive Parts Pricing Original Equipment Manufacturers know that things must change In the spare parts market, overpriced

More information

WHITE PAPER: ANALYSIS OF SUCCESSFUL SUPPLY CHAIN ORGANIZATION MODELS

WHITE PAPER: ANALYSIS OF SUCCESSFUL SUPPLY CHAIN ORGANIZATION MODELS WHITE PAPER: ANALYSIS OF SUCCESSFUL SUPPLY CHAIN ORGANIZATION MODELS Enporion, Inc. March, 2009 www.enporion.com SUPPLY CHAIN ORGANIZATION MODELS THAT DRIVE SUCCESS To ensure success in your supply chain

More information

Business to business (B2B) corporations with strong cash. Merger and Acquisition Success: The Sales Force Integration Imperative

Business to business (B2B) corporations with strong cash. Merger and Acquisition Success: The Sales Force Integration Imperative S A L ES & M A R K E TING INSIGHTS Merger and Acquisition Success: The Sales Force Integration Imperative Michael B. Moorman and Ladd Ruddell Business to business (B2B) corporations with strong cash reserves

More information

Accenture Risk Management. Industry Report. Life Sciences

Accenture Risk Management. Industry Report. Life Sciences Accenture Risk Management Industry Report Life Sciences Risk management as a source of competitive advantage and high performance in the life sciences industry Risk management that enables long-term competitive

More information

Accenture & NetSuite

Accenture & NetSuite Accenture & NetSuite Gray background is only to allow visibility of all elements on page. Delete as needed. Delivering High Performance Turn off NOTES in Layers menu to Through the Cloud eliminate these

More information

Talent & Organization. Change Management. Driving successful change and creating a more agile organization

Talent & Organization. Change Management. Driving successful change and creating a more agile organization Talent & Organization Change Management Driving successful change and creating a more agile organization 2 Organizations in both the private and public sectors face unprecedented challenges in today s

More information

G-Cloud II Services Service Definition Accenture Cloud PaaS Implementation Services AWS Beanstalk

G-Cloud II Services Service Definition Accenture Cloud PaaS Implementation Services AWS Beanstalk G-Cloud II Services Service Definition Accenture Cloud PaaS Implementation Services AWS Beanstalk 1 Table of Contents 1. Scope of our Services... 3 2. Approach... 3 3. Assets and Tools... 4 4. Outcomes...

More information

Analytics: A Requirement for High Performance Mastering the Art and Science of Smart Decision Making

Analytics: A Requirement for High Performance Mastering the Art and Science of Smart Decision Making Analytics: A Requirement for High Performance Mastering the Art and Science of Smart Decision Making More than ever, companies need timely, in-depth insights if they are to remain competitive globally.

More information

Want to Change the Game with Contact Center Vendors? Select Them Differently. The Accenture Vendor Management Framework

Want to Change the Game with Contact Center Vendors? Select Them Differently. The Accenture Vendor Management Framework Want to Change the Game with Contact Center Vendors? Select Them Differently. The Accenture Vendor Management Framework In today s marketplace, companies in a wide range of industries rely on outsourcing

More information

Accenture Perfect CPG Analytics. End-to-end analytics services for fact-based business decisions and high-performing execution

Accenture Perfect CPG Analytics. End-to-end analytics services for fact-based business decisions and high-performing execution Accenture Perfect CPG Analytics End-to-end analytics services for fact-based business decisions and high-performing execution Moving from insights to action at speed Consumer Packaged Goods (CPG) companies

More information

The Accenture Innovation Index

The Accenture Innovation Index The Accenture Innovation Index 2013: Key Findings Innovation enables businesses to be more productive, efficient and grow faster, resulting in competitive economies. These economies respond better to change,

More information

Retail store systems for high performance

Retail store systems for high performance Retail store systems for high performance 2 Retail store systems are on the frontline of the drive to achieve operational excellence the key to competitive advantage now, and in the future. But in today

More information

Claims 2.0: Rethinking High Performance in Claims. White Paper. Changing Channels. Accenture Multi-Channel Distribution Insurance Consumer Survey

Claims 2.0: Rethinking High Performance in Claims. White Paper. Changing Channels. Accenture Multi-Channel Distribution Insurance Consumer Survey Claims 2.0: Rethinking High Performance in Claims White Paper Changing Channels Accenture Multi-Channel Distribution Insurance Consumer Survey Effective multi-channel distribution: the solution to an ever-changing

More information

Breathing new life into platform rationalization, compliance demands and supporting global expansion

Breathing new life into platform rationalization, compliance demands and supporting global expansion Breathing new life into platform rationalization, compliance demands and supporting global expansion Technology trends in the life insurance industry: Part 2 In Brief Trends that enable life insurers to

More information

Consumer Goods and Services

Consumer Goods and Services Accenture Risk Management Industry Report Consumer Goods and Services 2011 Global Risk Management Point of View Consumer Goods and Services 2011 Global Risk Management Point of View Consumer Goods and

More information

How to Get More from Your ERP Investments. Sweat the Asset to Achieve Greater Value in Consumer Packaged Goods

How to Get More from Your ERP Investments. Sweat the Asset to Achieve Greater Value in Consumer Packaged Goods How to Get More from Your ERP Investments Sweat the Asset to Achieve Greater Value in Consumer Packaged Goods The Journey Toward Value Enterprise resource planning (ERP) continues to be at the center

More information

Accenture NewsPage Distributor Management System: The engine behind your business

Accenture NewsPage Distributor Management System: The engine behind your business Accenture NewsPage Distributor Management System: The engine behind your business 2 Understanding the market The emerging markets are large and complex with thousands of distributors, millions of outlets,

More information

How to develop and deploy European operations for high-end B2B software companies

How to develop and deploy European operations for high-end B2B software companies How to develop and deploy European operations for high-end B2B software companies Accelerating growth of US software companies September 2003 Agenda 1- Why build international operations 2- Opportunities

More information

Improving international sales and pricing power Head to tail pricing process redesign for multinational industrial manufacturers

Improving international sales and pricing power Head to tail pricing process redesign for multinational industrial manufacturers Improving international sales and pricing power Head to tail pricing process redesign for multinational industrial manufacturers Juriaan Deumer Alejandra Lugard Jos Mulder W hich of the following statements

More information

Accenture: Digitizing Internal Audit

Accenture: Digitizing Internal Audit Accenture: Digitizing Internal Audit 2 The Internal Audit function at Accenture is essential for identifying and assessing financial, operational, and technology risks and controls. As Accenture has expanded

More information

Accenture Advanced Enterprise Performance Management Solution for Oracle

Accenture Advanced Enterprise Performance Management Solution for Oracle Accenture Advanced Enterprise Performance Management Solution for Oracle Getting back to the business of business: use Oracle-based solutions to exploit today s insight and fuel tomorrow s business success

More information

Analytics Strategy Information Architecture Data Management Analytics Value and Governance Realization

Analytics Strategy Information Architecture Data Management Analytics Value and Governance Realization 1/22 As a part of Qlik Consulting, works with Customers to assist in shaping strategic elements related to analytics to ensure adoption and success throughout their analytics journey. Qlik Advisory 2/22

More information

Developing an IT agenda to position the business for the future

Developing an IT agenda to position the business for the future IT Strategy Developing an IT agenda to position the business for the future IT leaders are accustomed to the balancing act between evolving business needs and demands to squeeze more value out of limited

More information

Talent & Organization. Organization Change. Driving successful change to deliver improved business performance and achieve business benefits

Talent & Organization. Organization Change. Driving successful change to deliver improved business performance and achieve business benefits Talent & Organization Organization Change Driving successful change to deliver improved business performance and achieve business benefits Accenture Organization Change Distinctive solutions for transformational,

More information

Sustainability Value Management: Stronger metrics to drive differentiation and growth. By Alexander Holst

Sustainability Value Management: Stronger metrics to drive differentiation and growth. By Alexander Holst Sustainability Value Management: Stronger metrics to drive differentiation and growth By Alexander Holst Can a focus on sustainability also drive stronger business performance and tangible financial results?

More information

Strategic Guide to creating a World Class Customer Advisory Board Program

Strategic Guide to creating a World Class Customer Advisory Board Program Strategic Guide to creating a World Class Customer Advisory Board Program This paper is authored from CustomerAdvisoryBoard.org industry association research including the CAB Manager Industry Surveys,

More information

Data Management Emerging Trends. Sourabh Mukherjee Data Management Practice Head, India Accenture

Data Management Emerging Trends. Sourabh Mukherjee Data Management Practice Head, India Accenture Data Management Emerging Trends Sourabh Mukherjee Data Management Practice Head, India Accenture Data has always been an important asset for companies as it is the basis for making business decisions.

More information

2. What we all Hate About Sales Processes. 1. 4. Why We Should All Love the Sales Process..4. 5. The Elements of an Ideal Sales Process..

2. What we all Hate About Sales Processes. 1. 4. Why We Should All Love the Sales Process..4. 5. The Elements of an Ideal Sales Process.. Contents 1. What is a Sales Process..1 2. What we all Hate About Sales Processes. 1 3. Process versus Goals 3 4. Why We Should All Love the Sales Process..4 5. The Elements of an Ideal Sales Process..6

More information

GLOBALIZATION IN MANUFACTURING INDUSTRIES

GLOBALIZATION IN MANUFACTURING INDUSTRIES GLOBALIZATION IN MANUFACTURING INDUSTRIES ISSUE 3 ENHANCING THE GLOBAL SALES SYSTEM At first glance, machinery and industrial equipment manufacturers appear to have already grown past the issue of globalization

More information

Accenture Federal Services. Federal Solutions for Asset Lifecycle Management

Accenture Federal Services. Federal Solutions for Asset Lifecycle Management Accenture Federal Services Federal Solutions for Asset Lifecycle Management Assessing Internal Controls 32 Material Weaknesses: identified in FY12 with deficiencies noted in the management of nearly 75%

More information

Customer effectiveness

Customer effectiveness www.pwc.com/sap Customer effectiveness PwC SAP Consulting Services Advance your ability to win, keep and deepen relationships with your customers. Are your customers satisfied? How do you know? Five leading

More information

Enaxis Consulting Overview

Enaxis Consulting Overview Enaxis Consulting Overview MULTI DIMENSIONAL THINKING October 2009 24 Greenway Plaza Ste 1505 Houston TX 77046 713.881.9494 (o) 713.881.9499 (f) Enaxis Overview We offer the quality of a global firm without

More information

Accenture cloud application migration services

Accenture cloud application migration services Accenture cloud application migration services A smarter way to get to the cloud Cloud computing can help make your apps extraordinarily agile and scalable. You know this. Your competitors know this. And

More information

Accenture Human Capital Management Solutions. Transforming people and process to achieve high performance

Accenture Human Capital Management Solutions. Transforming people and process to achieve high performance Accenture Human Capital Management Solutions Transforming people and process to achieve high performance The sophistication of our products and services requires the expertise of a special and talented

More information

Achieving high performance with Accenture s on-demand solution for the chemical industry. Driving business performance with SAP Business ByDesign

Achieving high performance with Accenture s on-demand solution for the chemical industry. Driving business performance with SAP Business ByDesign Achieving high performance with Accenture s on-demand solution for the chemical industry Driving business performance with SAP Business ByDesign 2 Accenture helps small to mid-size companies and subsidiaries

More information

Continuous Customer Dialogues

Continuous Customer Dialogues Continuous Customer Dialogues STRATEGIES FOR GROWTH AND LOYALTY IN MULTI-CHANNEL CUSTOMER-ORIENTED ORGANIZATIONS whitepaper TABLE OF CONTENTS: PAGE Overview...3 The Continuous Customer Dialogue Vision...4

More information

Achieving high performance with Accenture Utilities Business Process Outsourcing Services

Achieving high performance with Accenture Utilities Business Process Outsourcing Services Achieving high performance with Accenture Utilities Business Process Outsourcing Services Introduction Utility companies around the world are looking for ways to respond to industry and market changes,

More information

Change program breaks new ground at Large Global Manufacturing Company making the way for High Performance

Change program breaks new ground at Large Global Manufacturing Company making the way for High Performance Change program breaks new ground at Large Global Manufacturing Company making the way for High Performance This large global manufacturer is a leader in the agricultural and construction businesses. In

More information

Accenture Business Process Management Automation

Accenture Business Process Management Automation Accenture Business Process Management Automation Rapidly Build Next-Generation Efficient and Scalable Process-based solutions to Achieve Right Performance BPM Automation: A Key Driver of High Performance

More information

Chapter 2 INDUSTRIAL BUYING BEHAVIOUR: DECISION MAKING IN PURCHASING

Chapter 2 INDUSTRIAL BUYING BEHAVIOUR: DECISION MAKING IN PURCHASING Chapter 1 THE ROLE OF PURCHASING IN THE VALUE CHAIN The role and importance of the purchasing and supply function in the value chain. The difference between concepts such as ordering, buying, purchasing,

More information

Go to Market with a New Analytic Product in Just 8 Weeks.

Go to Market with a New Analytic Product in Just 8 Weeks. Go to Market with a New Analytic Product in Just 8 Weeks. A C A S E S T U D Y 8GTM Go to market with a new analytic product in just 8 weeks 500K Over half million in new revenue directly tied into analytics

More information

SYLLABUS. B.B.A. V SEM Subject Customer Relationship Management

SYLLABUS. B.B.A. V SEM Subject Customer Relationship Management SYLLABUS B.B.A. V SEM Subject Customer Relationship Management UNIT I Introduction to CRM: Definition and concepts of CRM, Components of CRM, Understanding the goal of CRM and Customer Touch Points. UNIT

More information

Accenture CAS: Retail Execution Create stronger customer connections

Accenture CAS: Retail Execution Create stronger customer connections Accenture CAS: Retail Execution Create stronger customer connections Understanding the market In an age of see it, buy it consumer activity, one of the biggest challenges facing today s business is shelf

More information

Just-in-Time Marketing: Lessons from the Masters

Just-in-Time Marketing: Lessons from the Masters Just-in-Time Marketing: Lessons from the Masters Marketers have changed the way they engage consumers, but have their changes taken them all the way back to the factory floor where marketing is produced?

More information

Business Innovation & Transformation Enablement (BITE) Method

Business Innovation & Transformation Enablement (BITE) Method Business Innovation & Transformation Enablement (BITE) Method Henrik von Scheel LEAD Developer, responsible for BITE Method LEAD the Way Copyright note on Intellectual Capital: ALL RIGHTS RESERVED LEADing

More information

W hitepapers. Delighting Vodafone Turkey s Customers via Agile Transformation

W hitepapers. Delighting Vodafone Turkey s Customers via Agile Transformation October 2014 W hitepapers Delighting Vodafone Turkey s Customers via Agile Transformation Mehmet Yitmen, Erhan Köseoğlu, İbrahim Güneş, Gülnur Bayhan, Seda Erboral Introduction Vodafone is one of the world's

More information

9 Reasons Your Product Needs. Better Analytics. A Visual Guide

9 Reasons Your Product Needs. Better Analytics. A Visual Guide 9 Reasons Your Product Needs Better Analytics 02 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 A Visual Guide Better Analytics for Your Users Table of Contents Introduction... 2 As a product

More information

Big Data Analytics in Supply Chain: Hype or Here to Stay?

Big Data Analytics in Supply Chain: Hype or Here to Stay? Big Data Analytics in Supply Chain 1 + Risk management Highly sophisticated tools Supply chain visibility Big data analytics breakthroughs Lower technology costs Global operations $ Big Data Analytics

More information

Cognos Analytic Applications Sales Analysis

Cognos Analytic Applications Sales Analysis Cognos Analytic Applications Sales THE KEY TO CLOSING MORE AND LARGER DEALS FASTER IS UNDOUBTEDLY BUILDING STRONG CUSTOMER RELATIONSHIPS. WHEN A SALES ORGANIZATION HAS THE RIGHT INFORMATION ABOUT CUSTOMER

More information

Navigating the Road to Growth and Success

Navigating the Road to Growth and Success IBM Global Business Services Navigating the Road to Growth and Success Bringing innovation and affordable solutions to the midmarket Midsize Business Table of contents Defining the midmarket........................................................................

More information

Helping electronics and high-tech companies improve business performance through better service management and support

Helping electronics and high-tech companies improve business performance through better service management and support Helping electronics and high-tech companies improve business performance through better service management and support Accenture and Oracle Corporation help electronics and high-tech companies improve

More information

A Risk-Adjusted Operating Model for Insurers: Addressing Regulatory and Market Demands

A Risk-Adjusted Operating Model for Insurers: Addressing Regulatory and Market Demands A Risk-Adjusted Operating Model for Insurers: Addressing Regulatory and Market Demands While most insurers have recovered from the fiscal crisis of 2008, significant challenges remain on multiple fronts

More information

China Grand Auto: Partnering with SAP on a State-of-the-Art Platform for a Multibrand Dealer Group

China Grand Auto: Partnering with SAP on a State-of-the-Art Platform for a Multibrand Dealer Group 2015 SAP SE or an SAP affiliate company. All rights reserved. China Grand Auto: Partnering with SAP on a State-of-the-Art Platform for a Multibrand Dealer Group Company China Grand Automotive Services

More information

Wealth and Asset Management Services Spotlight. Redefining the Wealth Management Client Onboarding Experience

Wealth and Asset Management Services Spotlight. Redefining the Wealth Management Client Onboarding Experience Wealth and Asset Management Services Spotlight Redefining the Wealth Management Client Onboarding Experience Why is Client Onboarding an Imperative? As competition in the wealth management industry becomes

More information

Rising Above the Rest: Employee Performance Management Creates Lasting Market Differentiation. A Performix Technologies White Paper

Rising Above the Rest: Employee Performance Management Creates Lasting Market Differentiation. A Performix Technologies White Paper Rising Above the Rest: Employee Performance Management Creates Lasting Market Differentiation A Performix Technologies White Paper Copyright Performix Technologies April/2006 Achieving Service Excellence

More information

Joint business planning. Collaborating with retailers to increase sales, profits and growth

Joint business planning. Collaborating with retailers to increase sales, profits and growth Joint business planning Collaborating with retailers to increase sales, profits and growth Consumer buying attitudes are changing. Although the overall market demand remains stagnant, volumes are shifting

More information

The Future of Applications in Retail. Three Strategies for Winning the Digital Battle

The Future of Applications in Retail. Three Strategies for Winning the Digital Battle The Future of Applications in Retail Three Strategies for Winning the Digital Battle EXECUTIVE SUMMARY Can retailers applications deal with today s digital challenge? Traditional retailers are under multiple

More information

Accenture Commodity Trading and Risk Management Services. Helping companies achieve high performance in commodity trading operations

Accenture Commodity Trading and Risk Management Services. Helping companies achieve high performance in commodity trading operations Accenture Commodity Trading and Risk Management Services Helping companies achieve high performance in commodity trading operations 2 Companies today operate in a fundamentally changed global business

More information

MRO Optimization for high performance. Accenture Product Lifecycle Optimization

MRO Optimization for high performance. Accenture Product Lifecycle Optimization MRO Optimization for high performance Accenture Product Lifecycle Optimization About Accenture Product Lifecycle Optimization (APLO) By creating APLO, Accenture has assembled in a dedicated Service Line

More information

Customer centricity drives business value

Customer centricity drives business value Customer centricity drives business value Integrated business services models organize around the customer in three key ways: they focus on customer outcomes; they measure success in terms of those outcomes;

More information

The Accenture/ Siemens PLM Software Alliance

The Accenture/ Siemens PLM Software Alliance The Accenture/ Siemens PLM Software Alliance Enabling Efficient Product Lifecycle Management Companies in a wide range of industries rely upon Product Lifecycle Management (PLM) to grow their business,

More information

Software and Services for the Freight & Logistics Industry. Helping ocean transportation organizations achieve high performance

Software and Services for the Freight & Logistics Industry. Helping ocean transportation organizations achieve high performance Software and Services for the Freight & Logistics Industry Helping ocean transportation organizations achieve high performance Large enough to carry several warehouses of goods in one journey, container

More information

What s Trending in Analytics for the Consumer Packaged Goods Industry?

What s Trending in Analytics for the Consumer Packaged Goods Industry? What s Trending in Analytics for the Consumer Packaged Goods Industry? The 2014 Accenture CPG Analytics European Survey Shows How Executives Are Using Analytics, and Where They Expect to Get the Most Value

More information