Strategic Account Management Blog by Dennis J. Chapman Sr.



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Companies cannot afford to lose a strategic, long-term customer. In fact, in today’s economic climate, companies cannot afford to lose any customer.  When serviced correctly, customers generate increased profits every year they stay with a company.  In other words, the longer a customer is kept, the more profitable they become. The challenge then becomes, retaining and growing current customers, while at the same time acquiring new ones, and optimizing the entire customer experience.


The Chapman Group’s LoyaltyProfessional™ experts work in collaboration with your team to effectively design and execute a “Voice of the Customer” (VOC) program that directly addresses that challenge. Using industry recognized best practices, processes, and metrics our experts will:


Design the VOC program (i.e. participants and frequency)

Co-create the survey script(s) and distribute survey 

Gather and analyze survey results

Develop and implement action plans based on feedback 


… all in an effort to better manage and improve the overall customer experience!





LoyaltyProfessional ™ is an actionable voice of our account knowledge base that has replaced our traditional customer satisfaction surveys. It provides executives and account teams a deeper understanding of our current and future revenue position in our account. It is helping us build and expand relationships and eliminate lost revenue surprises within our current customer base.”

- Director, Marketing

The Americas, Specialty Minerals


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Join the TCG strategic account management (SAM) community and stay up to date on SAM news, trends, and best practices through our expert’s latest white papers, webinars, blogs, and other thought leadership resources.


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April 05, 2013 - Webinar: Sales and Account Management Best Practices | Using the Voice of the Customer to Grow Relationships, Revenues, and Profits

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March 27, 2013 - Best Practices in Account Management Strategy… Now Mobile!

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March 04, 2013 - The Chapman Group President to Speak at SAMA's Pan-European Conference in Berlin, March 10-12

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February 14, 2013 - Takeaways from the 7th Annual Net Promoter Conference

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February 14, 2013 - Knowledge | Part 4: Influencing Right Action

with the Right Insight

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January 29, 2013 - B2B VOC | The 7th Annual Net Promoter Customer Experience Conference

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January 28, 2013 - Part III: Process | Tune-Up Strategy for a




Best-In-Class Strategic Account Management Program





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January 14, 2013 -  Tune-Up Strategy for a Best-In-Class Strategic Account Management Program Part II: People






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December 19, 2012 -  Annual SAM Tune-Up Strategy Part 1: Account Segmentation - How to Stop Over-Investing in Wrong Customers

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December 13, 2012 -  Performance Drivers in Strategic Account Managers

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November 09, 2012 -  Best Practices in Value-Creation (Value-based Selling)

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October 25, 2012 -  Creating and Realizing Economic Value; The 5-Point Plan for Bursting Economic Pressures

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October 22, 2012 -  Join Us for a Live Webinar on Nov. 1st, 1:00 PM EST | Best Practices for Managing & Coaching a Value-based Selling Team

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     2013 LOYALTYPROfessional™ is a Strategic Business Unit of The Chapman Group   All Rights Reserved

















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