SMARTS™ Programs

 

SMARTS™ (TCG’s flagship strategic account management program) is the next generation in Strategic Account Management and Servicing, aligning ourselves with those accounts that enable the future. There are three core programs that compose SMARTS™:

 

     • The Process Coach

 

     • The Team Leader

 

     • The Team Member

 

The Process Coach™

The Process Coach is the most critical role in the SAM program. The Process Coach role may not be a person’s number one internal accountability or responsibility. However, the role needs to be assigned to a key internal resource within the SAM organization – not necessarily a SAM - and identified as one of their highest priorities, if not the highest!

 

The Team Leader™

During this workshop team leaders will learn how to lead strategic account teams that are assigned to manage those accounts that represent significant revenue and profit opportunities. Team leaders participate   in exercises that include team building, executing “top-line” situational assessments, account relationship building and the coordination of strategies and tactics to address priorities within the account relationship.  

 

The Team Member ™

Throughout this workshop, team members will learn unique methodology and team-based processes to facilitate the retention, acquisition and development of those accounts that represent significant revenue and profit opportunities. Participants will be exposed to real world case studies and collaborate as a team on transitioning from an account situational assessment through defining specific hi-value activities that align to account strategies that address account priorities.

 

Operations Guide

The Operations Guide is a set of standard operating procedures for your account management program – your rules of engagement. It documents SMARTS™ and your strategic account management program all the way from tactical (i.e. opportunity qualification, relationship profiling, conducting internal business reviews) to strategic initiatives (i.e. collaborative action plan, account planning). The operations guide also includes job descriptions, organizational charts, and KPIs (Key Performance Indicators).