In the September issue of CxO Forte partner Jan Lagast wrote another article on Industry4.0. In it he claims that the account manager is the key person to deliver the promised value to clients. Industry 4.0 turns products into services and this evolution affects the entire company organization and structure. One important step companies should take is turning their Account Managers into Customer Success Managers, Jan says.
According to Jan, an Account Manager 4.0 is not a salesperson. Turn the commercial role Account Managers traditionally have, into services delivery roles and hold these persons responsible for the customer value journey. They’re the ones who are in constant contact with your clients. And that is exactly why the Customer Success Managers have more impact than commercial relationship builders.