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Institutionalizing Strategic Account Manager Leadership (ZURICH CASE)
Author: Ron Davis, Zurich Insurance Company Ltd.; Rocco J. Maggiotto, Zurich Financial Services Group
Presentation Handout | April 4, 2011
In any organisation with multiple businesses and stakeholders, strategic account managers face a number of obstacles in the pursuit of their mission to deliver value and have a meaningful impact on results. These businesses often interact with the same set of customers and prospects, and they often work through common distributors or intermediaries, yet they often act independently. The most successful strategic account managers develop a deep customer understanding to align the services and capabilities of their company with their customer value proposition. Learn how to: * What is the mandate for the SAM's role, and where does it come from? * How does the company institutionalize the support for the SAM role? * What framework is the SAM using to establish his or her leadership and responsibility? * How does a SAM gain enough customer understanding to appreciate what creates value for the customer? * What metrics or milestones can be leading indicators of success?
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