Positioning the firm for profitable growth by taking value-driven decisions

In successful firms, customer strategy anchors their business strategy—and their business strategy is shaped by how they manage their strategic customers. If the Strategic Customer Management Program is not central to your company’s strategy formulation and implementation processes, it will have difficulty securing active senior management support and gaining alignment and commitment from other company functions. Many strategic customers are defined on the basis of being strategic to the supplier firm. For a Strategic Customer Management Program to truly be “strategic”, it must continuously impact the customer's strategy, which is what drives the wallet of the future. This requires systematically thinking and functioning strategically across the supplier enterprise as well as with client organizations.

Key Enabler>> Monitoring the strength of strategic customer relationships
Do you know how strong your current customer relationships truly are? If your judgment is not based on sound outside-in data, there could be a growing risk you are not aware of.  click for more

Key Enabler>>Investing in strategic relationships offering value creation potential
Do you pursue value creation with the right set of customers and focus investment accordingly? Or do you consider too many customers as important, allocating resources too broadly to gain strategic traction with any of them?  click for more

Key Enabler>> Accelerating innovation through customer management
Do you fully leverage collaborative innovation through customer management? Customer management is a unique inroad to explore trends and tap into new product development. Does your customer management approach help combine inter-organizational know-how and capabilities for value creation?  click for more