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Understanding anf developing relationships with key accounts
‘People buy from people?’ But do they? How do relationships work in KAM? What exactly is the purpose of these resource-hungry relationships? What do customers
Daniel Svvennsen
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Papers and articles
KAM success in facilities management: EMCOR UK
What does KAM look like when it becomes the core of a company’s strategy? In this case study, EMCOR UK’s Chief Operating Officer Ian Meaden shares how one of the country’s top FM suppliers turned an intuitive understanding of customer needs into a formalised, long-term KAM programme. From training every cohort of key account managers…
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Papers and articles
Learning KAM from big pharma
What can the pharmaceutical industry teach us about complex KAM? Consultant Frans van Schelven draws on his experience helping global pharma firms implement KAM in diverse healthcare systems. With customers ranging from prescribing doctors to integrated care systems and policymakers, pharma offers a model for tailoring your KAM strategy to varied decision-makers. This article explores…
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Papers and articles
Managing government as a key account: How Skanska does it
Can government be treated like a key account? Anthony Arkle, Head of Public Affairs at Skanska UK, believes it can—and should. This article explains how Skanska built structured account plans to engage strategically with the UK Department for Transport and other public bodies. Drawing on his experience from both sides of the public-private divide, Anthony…
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Webinar
Rethinking Key Account Management
Why should your organisation rethink KAM? Expert Mark Davies explains why many traditional KAM practices fall short in today’s volatile, uncertain, complex, and ambiguous (VUCA) market environment. He advocates a shift towards Value-Based KAM built on four critical building blocks — Offer Development & Innovation, Key Account Leadership, KAM talent, and Value-Based Strategy. Focus there…
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Webinar
Customer-centric digital transformation in KAM
Prof Nima Heirati explores what it takes to lead a truly customer-centric digital transformation in KAM. With insights from Gartner and years of research into innovation, digitalisation and customer experience, he outlines the critical challenges facing B2B organisations today and how technology can help. Particularly useful is the distinction between technologies supporting the external customer…
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Podcasts
Technology-Driven KAM Evolution
Is your Key Account Management ready for the digital era, or getting left behind? Christian Calcagni, Strategic Advisor at Rocket.Chat, explains why embracing new technology isn’t just beneficial, it’s essential. Listen to discover how technology is reshaping the future of strategic customer relationships. Or listen to the audio-only version below: With Christian Calcagni, Strategic Advisor,…
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Papers and articles
Embracing the silos for KAM
Dr Hajo Rapp, Head of Strategic Account Management and Sales Excellence at TÜV SÜD AG, presents an unconventional view of organisational silos, traditionally seen as detrimental to effective KAM. While acknowledging their drawbacks, Dr Rapp identifies hidden strengths of silo structures, including specialisation, accountability, and operational agility. Instead of dismantling silos, he advocates for strategically…
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Papers and articles
How ‘time congruity’ impacts KAM: Research update
Are you a ‘one thing at a time’ person? Are you happy with long-term thinking? How does this fit with your role as a key account manager? Professor Christophe Fournier from the University of Montpellier introduces the concept of “time congruity,” the alignment between an individual’s time personality and the time-defined demands of their role.…
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Papers and articles
Supply-side views of QBRs
In this exploration of Quarterly Business Reviews (QBRs), Clientshare interviewed 100 stakeholders for their insights from the supply side of key account relationships. The authors identify the frequent pitfalls, such as overemphasis on operational detail and insufficient strategic dialogue, and propose separating innovation-focused discussions from routine operational reviews. Emphasising a proactive, customer-centric mindset, they argue…
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