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Key account managers

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AKAM Workshops & Conferences

Growing business by managing the customer experience

Delegates were really interested in what Michael Widing, Hiab’s Customer Experience and Insight Manager, shared about Hiab’s approach to measuring and managing the customer experience. He challenged allegedly customer-centric companies to demonstrate what action they had actually taken to achieve genuine customer centricity. His demonstration of the process to capture net promoter scores, understand the…

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AKAM Workshops & Conferences

Change in procurement: the role of KAM

Kevin Wilson from Kedge Business School addressed the issue of change in public procurement and reviewed the impact of the 2014 EU directive on procurement in Europe in general, and upon the UK in particular. The general conclusion was that the new regulations, adopted by the UK in 2015, are largely positive and offer enlarged…

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Papers and articles

The road to successful KAM roll-out

As anyone who has done it will know, the road to introducing KAM is not smooth or easy but implementing KAM can deliver major growth and the highest levels of customer loyalty to those that get it right. Dominykas Cibulskas offers some wise words on how to make sure that you do get it right,…

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Papers and articles

Breeding the key account manager of tomorrow

Employability of sales students and salespeople is one of sales education’s major challenges. Dr Stefan Wengler shows how different skills should be delivered by different means of instruction, depending on the sales person’s ‘development stage’ as well as the ‘Key Account Management Cycle’.

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Diagnostics and tools

Strategic key account plans: format

There is a fair amount of work to do to produce a strategic key account plan – you don’t want to spend time trying to decide on a format. Use this downloadable tried and tested framework to communicate necessary information and plans in a logical and coherent form that anyone who needs to know in…

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AKAM Workshops & Conferences

Alignment between KAM teams and Sales – 4th Annual AKAM Conference

Darren Bayley describes the role of the key account manager from the point of view of Straumann, in the global medical device sector. He demonstrates the importance of communication and coordination in the complex network of internal and external relationships, based on the key account plan. Digitalisation technology – IT collaboration platforms in particular –…

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Papers and articles

What is Key Account Management?

Ask six people what KAM is and you’ll probably get six different answers, albeit with some common threads and themes. In contrast, AKAM is clear about what Key Account Management is, what a key account is, and what a key account manager is. This statement also identifies critical elements of KAM which means you can see when and where it is really happening,…

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Webinar

How to avoid contract disputes

Once you’ve reached an agreement with your key account, probably the last thing you want is to get bogged down in the legal ‘details’ of the contract. But that approach could rebound disastrously! Jeremy Newton amply highlights the importance of clarity and anticipation in contracts. It may seem like legal negativity at the time, but…

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AKAM Workshops & Conferences

Developing Key Account Managers as Leaders

For Lufthansa Systems, key account manager leadership is an obligation, not an option. For over a year the business has been working hard on this issue. Alistair Thursfield, Head of Key Account Management, explained why and how the whole organisation had been driving three core attributes critical to the kind of leadership it wants to…

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Webinar

Team engagement and effectiveness

Key customers, when asked why they select one supplier over other options, frequently refer first to the quality of the chosen suppliers team, the alignment, efficiency of working and ease of jointly building business. Yet in many key account programmes, the focus is on the rigors of account selection, strategies, value propositions and customer insight…

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