Imonic Approach:

Account Team members remain a vital element in the successful management of the customer experience (as they orchestrate the majority of stakeholder interactions). Likewise, with advances in technology and with new tools and resources at their disposal, Account Teams therefore need to become an integral part of the OCE Strategy, Imonic have a proven approach to do this:

Initially we identify the integration points for field teams with your OCE program, this involves for example:

• The critical OCE inputs from the brand plan that will drive Account Team insights
• The Account Teams alignment of stakeholders to OCE categorisation (eg agreement of stakeholder segments, channel & other preferences)
• Clarification of processes where there is overlap (eg OCE considerations when setting tactics and interaction activities)
• Creating a closed-loop mechanism between the Account Teams and Brand team to improve accuracy (eg of stakeholder segments)

This approach enables us to:

• Develop communication collateral to explain the positioning between your SAM/KAM program and OCE (eg what is the strategic intention of each, how do they overlap, what benefits does each give to the other)
• Create training content to cover new or amended SAM/KAM processes – usually delivered in a train-the-trainer format
• Facilitate Account Team use of assets and resources to enable a plug and play approach to account management

Learn more about integrating MCE/OCE Strategy with Account Team ways of working, click here to begin the conversation…