What do you understand by ‘customer journey’?

Customer Journey is the process you must follow, starting from engaging your customer, until you have delivered on your brand promise. This involves all the steps and touch points you must follow to secure a unique customer experience.

What key factors should be considered in order to build a successful customer journey for your strategic account?

It is critical to identify the main points and priorities of your strategic account in order to be able to define the key factors for a successful customer journey. In general, you can summarise these factors as follows: understanding of the customer business drivers, build solutions accordingly, deliver smooth and seamless service or product experience, follow up on the satisfaction to improve, and begin the loop once again. 

Why is organisation alignment important for a unique customer journey? How can it be achieved?

There can only be one voice; that of your customer. Otherwise, there is a huge risk of endangering your Company’s value proposition. In order to be able to secure a full organisation alignment, one must consider the customer, the process and the right tools in order to achieve this. 

How do you measure the value of Key Account Management for your customer and for your own company?

Key Account Management is at the heart of everything we do for our customers. All products and services we have and offer as a Company, are delivered to our customers via the Key Account Teams. This is achieved through decision making empowerment and securing team capabilities to deliver end to end solution on the full customer journey.

What would you like to achieve by attending the Strategic Account Management Conference?

Curiosity is a key attribute to humankind that helps us improve. Having the opportunity to engage with individuals with different backgrounds and objectives is always a good source of ideas and inspiration.