Managing Key Clients
How do you continue to enrich your relationship with your largest clients? Arthur D. Little’s Key Client Management (KCM) program worked with global sales teams on how to expand our relationship with our largest customers. Our goal was to promote Arthur D. Little as a trusted business partner with whom they could not do without.
To help all global teams learn and build from best practices, I established a Key Client Management Intranet site— a repository of strategies, success stories, and ideas to help global teams build strong client relationships and maintain client loyalty. We trained teams how to best use this Intranet, and many found it instrumental in furthering their success. We also created enablement materials to act as reference guides.
The three-person KCM team helped sales among key clients increase by 40% during the program’s tenure.