Week Seven

Article Summaries:

The first article is about the launch of a new version of Onyx, a CRM tool designed for businesses with dedicated call centers. The software is designed to improve metrics such as times to resolve ticket, number of cases closed, and first contact resolution. It also allows users to combine several metrics to create key performance indicators.

The second article is about how to manage key accounts. The most important metrics for key account managers is customer lifetime value. A good key accounts manager will continually review their key accounts and notice any changes in habits or behavior. If a company lost a key account it could be a large hit on potential revenues. Tradition sales metrics such as time spent with the customer as not as important with KAM. Instead, key account managers spend a large amount of their time in the supplier's company managing things for the customer.

Key Takeaways:

• In order to be successful, call centers must keep up to date with the latest in CRM technology
• A good CRM platform should allow users to get a detailed look at what drives their business success
• Do not have a static key accounts program; continually refresh it
• KAM is an organization change, not a sales technique
• The ideal amount of key accounts is between 5-25
  
  
  
  

Article References:

Floyd, Melissa. "Aptean Launches Onyx 7.7 CRM With Improved Mobility and New Analytics Capabilities." GlobeNewswire News Room. GlobeNewswire, 7 Oct. 2015. Web. 10 Oct. 2015.

Ryals, Lynette. “How to Succeed at Key Account Management.” Harvard Business Review. HBR, 13 Jul. 2012. Web. 11 Oct 2015.