Realizing Relationship Potential at Henkel
Using Account Profitability to Upgrade Customer Relationships
The importance of knowing the profitability of your strategic accounts is well known to most businesses. Yet most businesses are also struggling to get a decent account profitability system in place. Few have formally linked their account profitability system to strategic account manager training programmes. How many then use this capability to drive out supply chain waste and upgrade customer relationships? This is the story of how one company has proved the payoff that hard work in getting such measurement in place pays off significant dividends not only for the supplier, but for the customer relationship as well.
Published in Velocity by the Strategic Account Management Association, Volume 1, No. 3, 2001