#1 Account Management Skills Training Solution for Life Science and Medical Device Companies

The 4 Zones™

The Most Complete Customer Engagement Process, Training and Coaching Solution

The 4 Zones™ of Customer Engagement

The #1 Account Management Process Model for Building Long-term, Meaningful Customer Relationships.

Clarity specializes in helping our clients implement continuous improvement in how customer-facing teams approach and engage with healthcare account stakeholders. The 4 Zones™ of Customer Engagement is available for all major customer-facing roles:

  • The 4 Zones™ of Customer Engagement for ACCOUNT MANAGERS

  • The 4 Zones™ of Customer Engagement for PHARMA SALES

  • The 4 Zones™ of Customer Engagement for MARKET ACCESS

  • The 4 Zones™ of Customer Engagement for MEDICAL AFFAIRS

We have successfully implemented the 4 Zones™ System in leading pharmaceutical companies such as Novartis, Bayer, Novo Nordisk, Abbvie, Alcon, Sandoz, BMS, Sanofi, Teva and UCB.

We offer a total solution that focuses on not only how this change affects customer-facing roles but also how it integrates the efforts of  marketing, HR, operations, legal and other impacted business units within the company.


I am interested in finding out more about how our account teams can have smarter customer conversations leading to better results.

A repeatable, scalable, customizable account management approach.

You learn a thing or two about commercial teams when you’ve worked with as many of them as we have.

We know that trying to memorize a bloated, complex process often leads to confusion and frustration. Yet most training programs require participants to absorb and retain large quantities of curriculum ahead of achieving any measurable results.
That’s where Clarity comes in.
Since 1999, we’ve been helping our clients tailor The 4 Zones™ of Customer Engagement to the specific account management business processes most relevant to each customer-facing team and the account segments they are calling on. The result? Learning that has stickiness and behavior change towards building strategic B2B relationships that last.

Click on the graphic to the right for a brief overview of the 4 Zones™ of Customer Engagement, the most comprehensive and flexible approach towards key account management available today.


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An implementation process designed for permanent performance improvement.

Unlike other account management training companies, Clarity goes the “extra mile” when it comes to due diligence and tailoring to ensure that the learning experience is as relevant as possible to the way your customer-facing teams work and the challenges they face.

We also believe in “flattening out” the learning curve by leveraging our mobile apps for pre-work and post workshop continuous training and coaching.

Click on the graphic to the right for an overview of HOW Clarity helps your customer-facing teams make the shift from tactical to strategic account management.

The 4 Zones, customer engagement, kam training, sales training, key account management
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The 4 Zones™ System (click to expand)

Change Management – 0.5 day

Consultation with cross‑section of internal stakeholders, including: Sales and sales management, Marketing, Training, HR and Legal to assess challenges and opportunities leading to tailoring 4 Zones™ System to each account segment.

Channel Intelligence – Duration: 10 days

Bespoke research with subject matter and sector-leading experts to create custom case studies focused on client market opportunities by account segment.

Account Planning Process – Duration: 30 days

Development and testing of tailored Collaborative Account Planning tool to include assimilation of existing processes. Clarity’s Account Planning tool supports a unified AM process, consistent planning, team collaboration and SFDC/Veeva Integration.

The 4 Zones™ Onboard – Duration: 10 days

Dissemination of customised 4 Zones™ System Onboarding to participants to set the foundation for the 4 Zones™ of Customer Engagement prior to training. Participants download their custom case study and can submit challenge pre‑workshop for review and inclusion at the workshop.

The 4 Zones™ Rollout – 1–2 days

Interactive, team‑based live two day workshop to establish the framework of the 4 Zones™ of Customer Engagement. Both the usage of a custom case study AND live accounts are a core part of the learning approach and focuses on specific client market requirements.

Ongoing Learning/Coaching – Ongoing

Immediate, continuous 4 Zones™ System learning and diagnostic coaching on any PC, Apple or mobile device. The 4 Zones™ App contains unique deep dive zone content & tools provides best practice publications and delivers diagnostic account troubleshooting.

Post Training Analysis – 0.5 day

Real-time detailed reporting of post training activity including challenge submission & response service and analysis of content usage. Access to Master Coaches for “spot training” and coach-the-coach development based on post-training analysis.

Measurement & Sustainability – Ongoing

Clarity’s proven 4 Zones™ of Customer Engagement can be rolled out company-wide. We’ll work with you to develop a long‑term implementation plan to deliver a targeted, consistent programme for every account segment and market.