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Key Account Leaders Overcome Complexity to Deliver Improved Performance and Loyalty

Key Account Teams find Ways to Partner with Customers Meeting and Exceeding Expectations to Increase Revenue and Profitability

A food packaging company needed a global solution to a global challenge to increase the ability of Key Account Teams to hear the customer, understand the need and fulfill the issues. The organisation needed to address the challenges created for Key Account Teams across the world who worked in a matrix organisation and were faced with new customer demands for improved performance and delivery given changes in the competitive marketplace.


Each team was made up of people from different functional responsibilities with none of these individuals reporting directly to their key account team leader. This created a situation where sometimes there was conflict between functional issues and customer-specific issues. Key account team leaders had to find ways to make their influence felt without having any formal authority. A programme was designed and delivered regionally to key account leaders from a myriad of countries on six continents. As a result, Key Account Teams were able to leverage their strengths to meet and exceed customer demands.

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