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Key account strategies

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AKAM Workshops & Conferences

What’s wrong with key account manager remuneration?

Dr Diana Woodburn highlighted the principal issue, i.e. that the role of the key account manager is broad, cross functional, complex and long term, whereas they are predominantly rewarded for sales – which is sharply focused, functionally narrow, relatively simple and short term. Hence often poorly matched to the customer’s needs and timelines. Dr Diana…

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Webinar

Feedback and AI in KAM Action Planning

New technology and AI are bringing more and more invaluable data from customers into KAM, as demonstrated by Dennis Chapman of the Chapman Group USA. But how do key account managers cope with the sheer quantity of information, never mind putting it to good use? Things are changing rapidly: smart companies have data analysts on…

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Webinar

The power of real insight in long lasting customer relationships

Unlocking the Power of Customer Insight for on Delivering Long-Lasting Customer Relationships. Dive into the insightful conversation between Helen Wilson, Chief Experience Officer at IPSOS, and Maggie Chandler, Leader in CX Transformation. Delve into the science of the ‘Forces if Customer Experience and their impact on Key Account Management (KAM) strategies. Discover the essential elements…

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Podcasts

Strategic key account plans: Why aren’t they better?

This podcast addresses the crucial question of ‘Why are strategic key account plans often so awful?’ Experienced KAM consultants Paul Wilson and Diana Woodburn demonstrate how critical these plans are to KAM success through their discussion of what these plans should contain and how they should be used. They collect together the ideas for development…

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Webinar

How to build better remote relationships with clients.

It’s not easy to build a relationship online, and most of us aren’t going about it the right way. as Kim Arnold tells you in this incredibly useful presentation, more is just more! We send too many standardised emails. You need to take time to acknowledge your customer as a person and inject some of…

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Papers and articles

What do strategic customers want?

Former Travis Perkins Fleet Director (‘everything and anything with wheels!’) Graham Bellman, shares his views on supplier management, good KAM and strategic partnerships. Relationships are important but it’s what comes out of them that really matters: trust, performance, support when needed and practical innovations. Contrary to what a lot of key account managers think, price…

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Papers and articles

A buyer’s view of KAM

How well you understand your customer’s buyer, sitting across the desk. Do you appreciate the importance of their role internally and what they need from you be able to fulfil that role? Becky Barnes has some clear messages for key account managers, like ‘Trust is more important than personality’ and ‘Honour your customer’s time: it’s…

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AKAM Workshops & Conferences

HIAB global offering

Hiab has a global manufacturing presence and serves customers across the globe. The company offers a broad range of on-road loading equipment and has achieved strong positions in its target market segments. Despite this, like in many other markets, the danger of commoditisation is very real, so in 2014 GKAM was introduced to counter the threat. The original focus was…

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Papers and articles

A case in collaboration: KAM EMCOR UK

When EMCOR UK’s Facilities Management division decided its future lay in longer contracts with larger clients, it reckoned that collaboration would be the USP to capture it. Collaboration isn’t just a mindset, it’s a process as well, and collaboration and KAM have to be more than ‘skin deep’, says Steve Dolan, EMCOR UK’s Operations Director…

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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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