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Key Account Management Plans and Objects
Key Account Management includes objects and plans to help account managers and medical science liaisons to nurture partnerships. Learn about the differences between account plans and territory plans and the objects and records that inform the plans.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise and Unlimited Editions with Life Sciences Cloud, Life Sciences Cloud for Customer Engagement Add-on license, and the Life Sciences Customer Engagement managed package. |
Account Plans and Territory Business Plans
An account plan is a dynamic, collaborative strategy that helps you adapt to the changing needs of a customer while boosting engagement and driving improved patient outcomes. Use an account plan to enhance the precision of your targeting measures, build loyalty, and foster mutually beneficial partnerships. Dedicated account managers can focus on nurturing relationships by identifying stakeholders, creating plans informed with strategic analysis, and helping the plan’s participants liaise directly with stakeholders.
A territory plan promotes initiatives based on a specific territory. Medical science liaisons (MSLs) can build relationships with medical professionals and gather insights about research, clinical trials, and products. MSLs also define and execute strategies to achieve target goals in a region.
Design-Time Objects and Run-Time Objects
During design, you define template goals (goal definitions), template measures (action plan templates and template versions), and individual steps (action plan template items) to achieve the measures.
At run-time, when users import the templates into plans, the design-time goal definition is instantiated as a goal assignment in a territory plan, and as an account plan objective in an account plan. In case of both account plans and territory plans, the design-time action plan template and template version are combined and instantiated as an action plan. The design-time action plan template item is instantiated as an action plan item and an assessment task.
Both design-time objects and their run-time counterparts exist in a hierarchical structure. Action plan template items roll up to action plan templates and action plan template versions, which together roll up to goal definitions. The run-time objects follow a similar hierarchy— assessment tasks are nested under action plans, which in turn are nested under account plan objectives or goal assignments (territory business plans). Further, account plan objectives roll up to account plans, while goal assignments roll up to territory plans.
Here’s a mapping of design-time objects and run-time objects in the Account Plan hierarchy and the Territory Business Plan hierarchy.
| Hierarchy | Design-Time Objects | Run-Time Objects in Account Plans | Run-Time Objects in Territory Plans |
|---|---|---|---|
| Strategic plans | None | Account Plan | Territory Business Plan |
| Goals and objectives | Goal Definitions | Account Plan Objectives | Goal Assignments |
| Tactics | Action Plan Template, Action Plan Template Version | Action Plan | Action Plan |
| To-Dos | Action Plan Template Item | Action Plan Item and Assessment Tasks | Action Plan Item and Assessment Tasks |
Objects Commonly Used by Account Plans and Territory Plans
| Object | Definition |
|---|---|
| Goal Definition | A reusable template goal that is added to account plan or territory plan. Goal definitions that are associated with action plan templates and tasks can also be imported into an account plan and territory plan. |
| Action Plan Template | A reusable strategy to achieve a goal. Each strategy consists of measurable steps that can be reused. |
| Action Plan Template Version | The version of an action plan template. |
| Action Plan Template Item | The instance of an item in an action plan template version. Represents measurable steps to execute a strategy that’s defined in a reusable framework. An action plan template item is the design-time counterpart of an assessment task and action plan item. |
| Action Plan | A set of tasks that are created from an action plan template and added to a goal assignment at run time. An action plan is the run-time counterpart of an action plan template and action plan template version. |
| Action Plan Item | The instance of an action plan item. An action plan item and assessment task are the run-time counterparts of an action plan template item. |
| Assessment Task | A measurable step that’s a part of an action plan. An assessment task and action plan item are the run-time counterparts of an action plan template item. |
Account Plans Objects
| Object | Definition |
|---|---|
| Account Plan | A comprehensive plan to grow a relationship with a customer. |
| Account Plan Objective | An instantiated goal definition that consists of plans and tasks tailored to the requirements of an account plan. |
| Account Plan Product | The product associated with an account plan. |
| Account Plan Relationship | The relationship between two account plans. |
| Account Plan Related Object Analysis | The strategic analyses of internal and external factors that impact an account plan. |
| Account Plan Stakeholder | The individuals who can influence an account’s actions. |
| Account Plan Participant | The users or groups that participate in the account plan. |
| Account Plan Participant Stakeholder | The junction between an account plan participant and an account plan stakeholder that enables the participant to liaise directly with the stakeholder. |
| Account Plan Stakeholder Product | A product that’s related to a stakeholder who’s part of the account plan. |
| Account Plan Stakeholder Action | An action that’s related to a stakeholder who’s part of the account plan. |
Territory Plans Objects
| Object | Definition |
|---|---|
| Territory Business Plan | A comprehensive plan to drive initiatives focused on all accounts within a territory. |
| Goal Assignment | An instantiated goal definition that consists of plans and tasks tailored to the requirements of a territory plan. |
