Search by topic, author, keywords and more. Filter your results by content type by pressing the black settings button.
This case study describes a day in the life of a key account manager that typifies the experience of many in the role. Is Andreas doing a good job? In some respects, yes, but perhaps not entirely. The case provokes valuable discussion on the role and execution of a key account manager’s job, which can…
Zaris is a security company with three strategic business units and five key customers that represent over 20% of its business. The case study outlines the financials and a short portrait of each customer. This poses questions about the selection and categorisation of key customers; customer profitability; allocation of key account managers to key accounts; objectives…
Premium Insurance is an entirely fictitious company, but the situations described will be recognisable to Key Account Managers in many other sectors. Conflict scenarios can be used to explore ideas about what constitutes a conflict and how it should/could be resolved, which is not only useful to facilitate discovery of your personal styles, but also…
Girteka Logistics is a fast-growing trucking company based in the Baltics. How would you deal with a key customer requesting a huge refund on a project that had been completed to their full satisfaction at the time, signed off and paid for afterwards. Not surprisingly, after they made their request, discussions between customer and supplier became extremely emotional,…
The launch of the key account management programme occurred after the company received an RFP from one of their most important customers, which signaled their dissatisfaction and caused shock within the company. The decision by the Board to launch a KAM programme was in direct response to this customer’s defection. Use Wilson and Woodburn’s model…
It is often easier to discuss what you think about what other companies are doing to find a way to express and determine the approach you want in your own company. If you have a concern about top management involvement with key customers in your company, whether you are a director or key account manager,…
Mini cases | Key accounts are likely to be those developing their business and expanding their horizons. They should be demanding new approaches from their suppliers, but which should you accept and on what terms? These three case studies by Dr Beth Rogers are designed to prepare you and your team by exploring and testing…
Mini cases | Opportunities to develop new business are always appealing – or are they? Key account teams should look objectively at these two cases by Dr Beth Rogers, and afterwards discuss whether you would respond differently or in the same way in your own business. Are you capable of looking a gift horse in…
Mini cases | Three more case studies by Dr Beth Rogers designed to prepare you and your team by exploring and agreeing your responses before you meet such situations, which will arise sooner or later. Should you accede to the customer’s demands and maintain profitability? Or can you offer alternatives? Use these cases to liven…
Mini cases | It’s nonsense to pretend that everything will go well and smoothly all the time, so it’s important to prepare for when things go wrong. These three cases pose a range of problems to deal with – all very real situations. It’s not always your company’s fault, but issues still need to be…
AKAM is a not-for-profit company registered in the UK, no. 15592485
Please confirm you want to block this member.
You will no longer be able to:
Please allow a few minutes for this process to complete.
Hosted by Siemens HQ, Munich, Germany
Stay focused and current with the expert knowledge and practitioner experience you’ll find in the AKAM Bulletin. Every two months you’ll get an injection of KAM news, thought-provoking articles and tools/ideas you can utilise.
