AccountPlan User Guide
In this section you will understand the structure and approach used to assessing account health. From this identify key STRENGTHS and WEAKNESSES related to your position.
Account Health structure
The Account Health section comprises a number of multiple choice questions. Each of them is a key measure of the health of your relationship. Taken together your answers calculate the Account Health KPI.
You should select one of the four possible answers for each question, picking the closest answer to the current position for you with this customer.
Selecting an answer will update the RAG (Red-Amber-Green) indicator at the end of the question. Hover over the Colour bar to see the basic coaching feedback for your position. Use this to plan your next step activities with the account.
Add brief notes to support your answer in the notes box on the page.
You can check the Strength or Weakness box to add this question name to the SWOT analysis. Select this only for those items that are important positive or negative influences on the relationship.
You can see an example of the Account Health page below.
Your company will define the questions that are relevant for each account type and they are shown in the Account Health section. It is possible that they may include some of the example questions below and they are listed to provide some examples.
|IDEAL CUSTOMER||How aligned is this account with our ideal customer profile?|
|PORTFOLIO FIT||How well does our capability meet the needs of this account?|
|VALUE PROPOSITION||Do this account understand and buy in to our value proposition for them?|
|SUPPLIER STATUS||How does the account currently view our supplier and relationship status?|
|MUTUAL TRUST||What is the current level of trust with this account?|
|RISK||What is the risk profile of doing business with this customer? (credit, payment, delivery, relationship)|
|CONTRACTING||How simple is our route to contracting with this account?|
|STRATEGIC VALUE||What is the strategic value of this account to our company? Reference value?|
|GOVERNANCE||What level of governance exists at executive and operational levels across both companies?|
|EXECUTIVE CONTACT||How involved are our executive team members with this account?|
|SERVICE PERFORMANCE||How does this account perceive our service delivery performance?|
|PROCUREMENT STRATEGY||How deeply do you understand the buying process and are we aligned to is?|
|MARKETING||What level of support do you get from account contacts for our marketing activities? (attending, participating, responding)|
|REVENUE TREND||What is the revenue trend for this account?|
|CUSTOMER SATISFACTION||How does this account rate their level of overall satisfaction with our company?|
|COMPETITIVE LANDSCAPE||How do you compare to other competitors in the account?|
|NET PROMOTER SCORE||What is our current account level NPS score?|