Account Management Process for Matrix Teams in a Global Organization

Goal

Develop and implement an account management process for cross-functional, customer-facing account teams across a global organization. The client needed a uniform process to optimize both business performance and the customer experience. Achieving this goal would require establishing common vocabulary and practices to provide the framework for an effective, compliant method for meeting customer and patient needs.

Solution

Proficient Learning designed and developed a blended-learning, modular program based on an extensive diagnostic process. We created a foundational program to ensure that all matrix team members were trained in a common vocabulary and process and within compliance guidelines. Proficient selected a modular design to give local markets the option to launch as appropriate.

The training program is a great starting point for a team beginning the KAM journey. This should be a part of any onboarding programs within our organization.”

— First Line Manager, Pilot Participant

Outcome

  • Established common vocabulary and practices to provide the framework for a compliant, coordinated, superior, and simplified customer experience
  • Built and implemented a successful foundational curriculum
  • Adopted a robust planning tool for cross-functional account planning and communication