LinkedIn Posts
Customer confidence drops when Key Account Teams run in silos.
What happens when the Key Account Team is a collection of individual contributors versus a unified team working from one overarching strategy, account plan and playbook?
Watch: Customer confidence drops when Key Account Teams run in silos
Customer confidence drops when Key Account Teams run in silos.
What happens when the Key Account Team is a collection of individual contributors versus a unified team working from one overarching strategy, account plan and playbook?
You get very different customer experiences.
Customer issues surface like mold: by the time you see it, it has been growing for a while. Customer success varies between business units and locations. Customer advocacy is low or nonexistent due to the transactional nature of the engagement. Customer loyalty erodes, and competitors get easier access to your market share. Customer growth stalls as trust in the partnership drops below acceptable and sustainable levels.
The research lines up with what we saw. PwC asked customers what matters most for trusting a company, and 73% said a consistent, reliable experience (Trust in US Business Survey, 2024). Salesforce found 55% of customers feel like they are dealing with separate departments (State of the Connected Customer, 2023). And 66% of key account managers say internal coordination limits their ability to strategize for account growth (Gartner).
Most of the time the structure causes this, and the people get blamed for it. Each person fixes what lands in front of them with a fix only they know.
Getting teams on the same sheet of music to expand and protect your key account portfolios at scale is one of the main reasons we built the Vitality Index: one growth strategy the entire Key Account Team runs, with the state of the relationship visible to everyone across 7 partnership domains. Same picture, same plan, whoever the customer talks to.
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The design of the system the team runs is now the advantage, and the key account role is being rewritten around it.
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To become a Vital Partner who can expand and protect your most critical accounts, you need access to the top executive and a champion willing to help you build that relationship.
LinkedIn Posts
Is strategic thinking showing up in your Key Account plans?
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LinkedIn Posts
One misaligned team member can crash a multimillion-dollar Key Account.
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