By Bernard Quancard
President & CEO
I recently came across an article in the January 2018 McKinsey Quarterly titled “Introducing Customer Success 2.0: The New Growth Engine.” I am pleased to say that McKinsey & Co.’s view of managing customers differently completely aligns with SAMA’s view of strategic account management. Welcome aboard!
McKinsey reports that companies — especially in the software industry — are increasingly turning to so-called customer success managers (CSMs) to be their companies’ most powerful assets in coordinating internal resources to make their customers successful and fuel organic growth.
The CSM role is not new. As the McKinsey article details, software companies established the function in the mid-2000s to take a more proactive approach to customer retention as they moved to a more subscription-based business model. What IS new, according to McKinsey, is that many high-tech companies are now looking to their CSMs not only to reduce customer churn but also to be a catalyst for growth.
“By artfully drawing on a CSM’s intimate customer knowledge,” the piece states, “companies can surface opportunities to provide relevant solutions and expand customer value.”
This sounds an awful lot like the animating principle of strategic account management.
The similarities don’t stop here. McKinsey proposes five critical elements of “customer success 2.0,” which you can see in this chart below:
These are all critical components of SAMA’s organizational enablers, which our work with hundreds of the world’s most sophisticated SAM companies identifies as the most critical components of a successful SAM initiative. Again, I am happy to see SAMA’s work validated by the business management experts at McKinsey.
Although SAMA has focused the bulk of its efforts on perfecting a process for co-creating value with a company’s most strategic customers, we also push the idea of imbuing the entire organization with the principals of customer-centricity. One way of doing this is by leveraging the SAM mindset by taking best practices that originate there and migrating them to customers outside the SAM program.
For just one example of this, read my interview with former Zurich Insurance Global Corporate CEO Thomas Hurlimann, under whose watch Zurich built a program to leverage best practices developed inside the SAM program. Zurich created a new segment, just below strategic accounts, of large and/or important accounts and assigned a “part-time SAM” to service them. These part-timers came from the ranks of Zurich’s absolute best product people, who volunteered to service one or two accounts in this segment in addition to their day jobs.
The initiative, Hurlimann told me, has been a huge success — in part because it injects the philosophy of customer-centricity into the larger organization. “In their day jobs doing a product job, these people realize, ‘Wow, I actually need to change the way I work and always have the customer in mind,” Hurlimann said. “When they play the SAM role, they realize how important it is to work as a team.”
McKinsey devotes a great deal of ink to both the importance and difficulty of identifying the right talent to fill the role of customer success manager. They talk about knowledge of advanced analytics and digital tools, but, more importantly, they identify the criticality of having the ability to derive, from deep strategic customer understanding, the critical insights that will co-create value for both parties.
Would you care to guess which trait SAMA has identified — through its years of benchmarking with the most advanced SAM companies in the world — as the most strongly correlated with SAM success? It’s strategic thinking. As SAMA’s Senior Knowledge Content Developer wrote in last year’s “Customer Value Co-Creation: Powering the Future through Strategic Relationship Management”:
“Both an attribute and a skill, strategic thinking is essential in account planning and many other SAM activities in order to connect the dots between knowledge of the customer and knowledge of one’s own company. Strategic thinking may be the most important asset to a SAM, though one of the least understood.”
Is McKinsey passing off as new thought leadership wisdom that’s been known to the SAMA community for the past 20 years? Is your company leveraging learning developed in the SAM initiative and deploying it across your entire organization? I would love to hear your thoughts, either in the comments or in SAMA’s LinkedIn group.