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key account organisation

Key account management strategy

Key account organisation

The Key Account Organisation programme applies the principles of customer-centric working to orientate the entire organisation – customer facing and back office – around sustainable relationships with the most important customers.

Whoever desires constant success must change his conduct with the times.

- Niccolo Machiavelli

Our approach to building a key account organisation

Faced with new types of customer, many organisations want and need to work differently. They also recognise that sometimes the standard approach to delivering a key account management strategy can’t deliver what organisations need because the blockers to great customer experience and durable relationships are buried in heritage systems and process, habitual practices and stuck mindsets, siloed teams and clunky organisational structures.

The Key Account Organisation programme is made up of 4 steps, tested and honed over decades of practical application. Together we can help clients address the complexity and transform ways of working, capabilities, mindsets and organisational set up through a pragmatic, measurable plan.

Key account organisation | Programme

Customer-centricity case studies

Delivering excellence to customers

A case study on how we helped Sanofi shift mind-sets and ways of working to a more customer-centric approach.


Adopting a customer-centric way of working

A case study on how we helped Novartis encourage teams in high-potential markets to adopt a more customer-centric way of working.

All case studies

Want to be more customer-centric?

We can help you build the confidence, capabilities, mind-sets and behaviours that will bring your customer closer.