Volvo

Improving Customer Retention Rates – Account Management Audit

The Sales Director of Volvo Trucks wanted his Senior Account team to develop closer working relationships with Volvo’s customer base with the objective of improving retention rates. This necessitated the introduction of a more pro-active and structured approach to the processes involved in delivering effective Account Management.

The objectives of the audit were to evaluate both the external and the internal elements and influences involved in delivering Account Management to enable Volvo to meet its growing customer requirements. The review was extensive and addressed all Account Management ‘touch points’.

Following the audit a comprehensive report comprising a list of recommendations was produced and actioned. A further proposal was also accepted for skill based training for all the individual Account Managers.

Volvo’s comments regards the effectiveness of the total process were: “Everybody offers Account Management but the way in which it is delivered to a customer is too often left to individual interpretation. We wanted to define Volvo Account Management and in the process distinguish ourselves from the competition. We wanted to be flexible enough to meet each customer’s individual requirements, but at the same time have a definite view of what benefits account management should deliver.

Davies & Robson helped us bring some consistency and definition to the process of account management. In other words to bring some science to the art.”

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