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Case study 1
Key Account Management Leads to Higher Revenues
A large documents services company with multiple lines of business was struggling to align its sales efforts to the needs of its customers. Separate sales forces embedded in various lines of business were pursuing the same key customers, with little or no coordination of efforts, and without standard account management practices. As a result, the client couldn’t understand the full range of its customers’ needs, and thus struggled to sell to them effectively. At the same time, customers were growing frustrated in their ability to interact with the client coherently, with no single point of contact.
Booz & Company helped the client reorient its sales efforts around discrete client segments and implement a key account management capability for its largest and most important strategic accounts. We helped the client develop a roadmap to organize around its major key accounts, and devise strategies, organizational roles and processes for each account.
By reorganizing its sales efforts and creating a key account management program the client was able to significantly increase coordination across its lines of business and play more strategically with its largest customers. The client identified a 30 percent improvement in topline growth, primarily through better account penetration, and more successful up selling and cross selling.