Background and Challenge

A large animal health company sought to understand why there was huge variability in performance with its key account teams throughout the U.S. The client asked WLH to identify the root causes and provide recommendations for further action planning.

Approach and Deliverables

WLH conducted a diagnostic on the current state of performance. Consultants blended quantitative data with the qualitative data collection process to identify the current state and define the critical issues related to collaboration, coordination, and communication amongst colleagues that was impacting overall performance.

For this project, WLH created a Key Findings and Recommendations report which was used for a series of action planning workshops. In addition, WLH created a suite of Just-in-Time learning tools to capture best practices and key learnings for value-added services to drive growth at the nation’s largest animal hospitals.


During the facilitated action planning sessions, leadership aligned on priorities. To further engage all members of the Key Account Team, WLH designed and facilitated a series of regional meetings. Here, field colleagues took ownership for specific plans and reached agreements that drove performance. Additionally, processes for sharing lessons learned and best practices were adopted to accelerate growth across the country. Finally, recommendations were included to update the overall learning and development curriculum for Account Executives.

Wendy L. Heckelman, Ph.D.

Dr. Wendy Heckelman, president and founder of WLH Consulting, Inc. has over 30 years of experience working with Fortune 100 industry clients. These include pharmaceutical, biotech, health care, animal health medicines, and consumer products, as well as international non-profit organizations and growing entrepreneurial companies.

Key Account ManagementCase StudiesPerformance Management