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Home » Member Resources » Finance in KAM » Page 9

Finance in KAM

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Diagnostics and tools

Measuring KAM input

In KAM, as with any other investment, you hope to get a return on what you invest. The converse is also true: if you don’t invest, why should you expect to get a return? Nevertheless, suppliers often seem disappointed in the performance of an account (and the key account manager attached to it) even though…

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Diagnostics and tools

Valuing Key Accounts

No companies have unlimited resources, and even if they do, they still consider carefully where to apply their time and money to get the best return. Financial arguments can be and should be applied to key accounts as much as to any other funding decision. This approach shows you how to calculate the Net Present Value (NPV)…

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Diagnostics and tools

Process mapping for key accounts

How/does your company fulfil KAM promises? Do you even know? It should come as no surprise that key accounts expect key account managers to understand their own company even better than the customer’s business. What is surprising, though, is how poor is key account managers’ knowledge of their company’s capabilities and ways of working, particularly its processes. This…

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Case Studies

How KAM worked for Unipart with Vodafone

Maurice Daw tells how key account management spearheaded Unipart’s strategy to build on its dominant but saturated position in the automotive sector to enter the challenging world of telecoms. Unipart started as a traditional third-party logistics provider with Vodafone and ended up with a unique ten-year contract. The relationship developed from ‘hygiene factor’ to offering…

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Case Studies

Responding to a customer demand

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,…

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Case Studies

Dealing with customer demands (ii)

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…

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Video Views

Vested contracting: 5 rules to transform outsourcing

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…

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Video Views

How DHL implemented a vested outsourcing model for reverse logistics

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…

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Video Views

Incomplete contracts

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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Web KAM

Why NPS is Still The Top Dog

You’ll find several papers on metrics in KAM in Understanding KAM/Papers and articles: it was the focus of the Bulletin in June 2021. Here Tara Kelly reviews the continuing relevance of the Net Promoter Score (NPS) which, in spite of major changes in business environments, is still a powerful indicator of how customers feel towards…

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