One meeting, four systems, two years of back story.
The customer has been on the books for years, and a sales cycle runs twelve to eighteen months. Before the meeting the key account manager opens the CRM, the quotation archive, the ERP for the quantities called off, and his own notes. He only finds out why the last quotation was lost if someone wrote it down.
9quotations in two yearsThey sit in the quotation archive; four of them were lost.
4systemsCRM, quotation archive, ERP and the predecessor's notes.
75minutes of preparationThat is how long it takes to pull everything together before an annual review.
2open follow-upsTwo commitments from the last meeting were never followed up.
The key account manager goes into the North Plant annual review with 45% less preparation time and with the two commitments from January that still have no follow-up activity.
The 45% reduction in preparation time is this agent's headline figure. The 75 minutes spent pulling everything together before an annual review describe a typical routine in key account management; they are not measured.