CCEP: Elevating Customer Relationships through Strategic Account Management (2024 Case Study)
- Brandon Hall Group
- Learning and Development, Talent Management
CCEP: Elevating Customer Relationships through Strategic Account Management (2024 Case Study)
CCEP (Coca-Cola Europacific Partners) revolutionized their Key Account Management through the Customer Business Planning Program (CBPP), in partnership with BTS Group. The program transformed account management across 29 countries, training 324 participants across 18 cohorts.
Through immersive face-to-face sessions, virtual sprints, and one-on-one coaching, the program achieved remarkable results: 46% improvement in cross-functional collaboration, 36% enhancement in customer perception, and 44% increase in identifying new joint opportunities. The initiative’s success is reflected in its high Net Promoter Score of 71 and significant improvements in account planning consistency, with 88% of KAMs revising their plans at least three times during the program.
CCEP and BTS Group earned a Gold Award for Best Results of a Learning Program in the 2024 Brandon Hall Group™ HCM Excellence Awards.®
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