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Key account manager role

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Papers and articles

Is trust in KAM obsolete?

This article is part of Scott Waugh’s MA research (full text also available on this page), exploring the Challenger Selling approach, which asserts that customers can endorse wholesale business change without the need for a pre-established relationship, or trust. It might be possible, but generally customers were looking for credibility, commitment and consistency and a host of other attributes…

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Papers and articles

Importance of trust in Challenger selling

When Scott Waugh (Siemens) heard the authors of the ‘Challenger Sale’ assert that traditional relationship selling was redundant in favour of knowledge-based selling, he was curious enough to research whether trust was redundant too. However, participants agreed that the opportunity for repeat purchases was reduced if relationships broke down, which could be caused by untrustworthy behaviours. So which…

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Papers and articles

Engaging senior executives in key accounts

Strong relationships with senior executives in key accounts can open new doors to opportunities IF they see – up-front – that the supplier has delivered value and will deliver even more in the future. Busy executives frequently need to take decisions and base choices on incomplete information, so you can win business by demonstrating your credibility and…

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Papers and articles

Customer relationship management: engagement or exploitation

David Hawkins of the Institute of Collaborative Working charts the evolution of buyer/supplier relationships. Collaborative relationships can be multidimensional, supporting traditional engagement through supply chains, creation of external alliances and, in many cases, facilitating improved internal collaboration. He shows an 8-stage process linked to BS 11000, the world’s first collaborative business relationships standard developed from pan-industry best practice.

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Papers and articles

How incentives undermine KAM

Changing the reward system is one of the adaptations to KAM that organisations are most reluctant to change, but poorly focused reward schemes – usually sales volume based incentives – are not merely an unfortunate detail that will need to be sorted out at some stage: they can be a major driver in the wrong direction…

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AKAM Workshops & Conferences

AKAM technical workshop – Negotiation

Have you ever emerged from a negotiation wondering how and why did it all go wrong? It’s not just selling negotiations that can be brutal – securing enough resources internally or the right decisions for the customer can be just as difficult. Even in close KAM relationships and great KAM programmes, negotiation plays a critical part. At…

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Papers and articles

Hybrid Working

People talk a lot about hybrid working, but what is it exactly and how does it relate to KAM? It refers to off-site working (not necessarily working from home) and exists in a continuum from one desk/one person with oversight from the supervisor to ‘smart maturity’ – working wherever, whenever – just deliver! Key account…

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Papers and articles

KAM in the coronacrisis

Key Account Managers play pivotal roles in securing smooth business operation in a crisis period. You control a major part of your company’s business and much depends on you to help your company and your customer cope with the difficulties. Communication with your accounts is crucial: one customer said ‘You can always tell a good key account manager from a…

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Webinar

What makes a high performing key account manager?

High-performing Key Account Managers How do you get to be Key Account Manager of the Year? Becoming Key Account Manager the Year can be a great boost to your confidence and your career. This webinar gives clear guidelines on the kind of performance that would make you a winner and how to convey that to…

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Corporate KAM

Finastra: Building operations to create customer value

Finastra’s customers are mostly banks and other financial institutions, but the lessons apply to any organisation in a concentrated market. In this podcast Michael Sperger, Chief Operating Officer Americas Enterprise at Finastra, talks about the pivotal role of long-term enterprise relationships. Driven by an analytical understanding of how your own organisation and the customer create…

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