SAM strategy: a customer-centric strategic vision

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According to ITIL4©: “The purpose of the strategy management practice is to formulate the organization’s objectives and to adopt the courses of action and allocation of resources necessary to achieve those objectives. Strategy sets the organization’s direction, focuses efforts, defines or clarifies the organization’s priorities, and provides coherence or guidance in response to the environment.”

“Strategy sets the direction of the organization, focuses efforts, defines or clarifies the organization's priorities, and provides coherence or guidance in response to the environment.

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Translating the purpose of this management practice to the Service Account Management how to get uk whatsapp number we offer our customers with ProSupport Plus , as “Service Account Manager (SAM)” we have defined a practice, called SAM Strategy.

In short, SAM strategy is a strategic vision to improve collaboration on customer objectives for the next period. SAM strategy is integrated into the overall account plan of the sales department.

And the way SAMs manage client objectives is what makes us a key value for our clients.

I don't just base my clients' strategies on what I know about them, but I also reflect on how I can get the best out of Prosupport Plus to achieve their goals. It's an ongoing task throughout the year, which we communicate and work on closely with stakeholders on the client side, so that it is a living document and a true success story.

For example, you might start with a list of requirements for digitizing your IT infrastructure and set priorities. Political, economic, social, technological, legal, and environmental factors affecting your business can all influence your digitization strategy during execution. Consider the impact of the global chip shortage. Over time, your strategy goals might change and other requirements might need to be prioritized. By changing your strategy, you remain agile to those factors and can refocus on your goals.

So what does this look like?

To answer this question, let me walk you through the thought process I use to craft client strategy .

In addition to a summary, the strategy will focus on four elements:

Client Objectives
Computer implications
Defined solution
SWOT Analysis
For the customer objectives, I have chosen a Top3 approach. What are the customer's top three objectives regarding Dell Technologies maintenance?

Once those requirements are defined, my next step is to define the IT implications of those goals.

Which (critical) IT environments and/or ecosystems are related to these objectives.
Is this the fleet of endpoint devices or are we talking about the sites (read: locations) of customer-dependent computers and data?
By identifying the IT implications, I develop a solution that contains the following three elements

SAM proposes solutions/strategies to meet and/or achieve the client's objectives
Responding to customer challenges
Key actions
While in theory a SWOT analysis addresses the internal factors of the organization and the external factors of the environment, with both positive and negative elements, my SAM strategy focuses on the strengths and risks of the customer relationship over support services. What does the customer currently consider good and what can be improved?

A good indication is always the results of customer surveys and the regular conversations I have with them.

With a defined and regularly updated strategy, the foundation is laid for continuing to focus on my clients' needs and ensuring that interactions support the achievement of defined objectives.

So the next time you get a survey, think about how we can help you leverage SAM or TAM to support your IT goals.