Use Technology Judiciously

How can your firm judiciously harness technology for strategic account management?

In this case, the steps in the chapter are the best way to answer that question:

1. Step One: Identify critical strategic account management performance needs within the context of the sales and customer management processes.

2. Step Two: Identify and speak to noncompetitive firms that have successfully implemented technology solutions for their strategic account management programs.

3. Step Three: Filter—which of these strategic account performance needs could technology best meet?

4. Step Four: Assess the technology-readiness of both the strategic account managers and anyone else who will be using the system.

5. Step Five: Develop and support tech-based solutions.

6. Step Six: Implementation—pilot, then rollout.

7. Step Seven: Review and revise tools..