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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…
In this video for the Institute of Supply Management, Kate Vitasek of the University of Tennessee shares her research on relational contracting. The opportunities to change the way contracts are approached is applicable to almost every sector, although the research has been initially focused on outsourcing and services, as outsourcing often plays a critical part…
This substantial presentation is a case study by Ruud de Groot of DHL, explaining how the collaborative approach taken by DHL in EMEA led to the implementation of a vested contract for reverse logistics designed to reward the achievement of specific operational goals. Through this contract DHL explored the use of Intel technology elsewhere in…
In this short video, Oliver Hart talks about incomplete contracts on behalf of Harvard University and the Royal Economic Society. When contracts deal with transactions that may continue for years ahead, it’s impossible to cover everything. So the critical question is, Who gets to decide on the things that are left out? Somebody has to…
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