Account Management Current State and Benchmarking Assessment

1. How is the account management or client success team structured? Are they split by geographies, verticals or other characteristics?
2. How many accounts are the account managers responsible for?
3. What level of service and interaction is required or expected in this industry?
4. How does the company's model compare with their key competitors?

Improve Current Account Management Process

1. What process does the company use to interact with their current customers?
2. Survey the account managers and create a flow chart of their of what their recurring responsibilities look like.
3. Based on the flow chart, are there any processes that are redundant or inefficient? Anything that can be automated?
4. How can they more effectively keep their customers satisfied?

Optimizing the Account Manager Role

1. What are main responsibilities of Account Managers at the host company?
2. How are Account Managers incentivized? Some examples are: renewals, up-sells, customer satisfaction, net promoter scores, and new business. Are these effective or should the host company consider adding other metrics and/or removing metrics that don’t result in optimal outcomes?
3. How can you best align incentives with internal operations to maximize success?

Cross Functional Synergies Assessment

1. What are some potential opportunities where the host company can align processes between account management and other functional departments in the company? (E.g., sales, marketing, product, and operations)
2. Create a hypothetical case where it would be beneficial for the Account Managers to have a cross-functional team with other departments within the organization.
3. What would it look like? (Map it out)
4. How would the process be different?
5. Who would need to be involved?
6. How would you measure success as a team?

We've included some sample project ideas below. We encourage users to mix-and-match components from various departments for the best cross functional project experience. In all cases, we customize the projects based on company goals and student learning objectives.

Define Corporate Social Responsibility Strategy

1. Does the company currently engage in CSR?
2. How well does the company’s CSR Strategy intertwine with the company’s core competencies, offerings, and business mission?
3. Is the CSR strategy being effectively communicated throughout the marketing, HR, and PR departments?
4. Does management seem to be aware of the overall CSR strategy?

Team Buy-in Assessment and Engagement Strategy

1. How well does the average team member know about the company’s CSR initiatives? To what extent are they involved in the company’s CSR strategy?
2. How can this be improved?
3. What metrics are used to measure success? What alternative metrics should be included to enhance the feedback loop strategy on CSR?

External Partners Assessment

1. Who is the company helping with regards to their CSR strategy? Who are the end user beneficiaries of the host company’s CSR initiatives?
2. What third party partners are involved in helping reach this group?
3. Are there others out there that could also be helpful?
4. How mission-aligned are these third parties with your CSR goals and overall company mission?
5. How can you profile and evaluate the relationships built through CSR initiatives? How does this set the tone for future endeavors? Are there key criteria for evaluating third parties with regards to CSR initiatives?

CSR Impact Assessment

1. How does the company currently measure reach, impact, and value of CSR initiatives?
2. Is the company fully capturing this value? If not, how can they improve the overall process of measuring impact and results?
3. How should the company report and communicate their impact both internally and externally?