Services account management is a critical capability for almost all organizations selling and delivering complex products and services. Yet, as customer’s needs, wants, and expectations have grown, so has the role of the high-performing services account manager evolved to meet these new requirements.1 My research and experience confirms that the very best SAMs are masters of delivering on the 4 R’s: Resolution, Retention, Revenue, and Relationships. Read on to learn best practices and to take an assessment to compare yourself or your SAM organization to top performers.
