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Organisational KAM

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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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AKAM Workshops & Conferences

Driving hyper growth – 1st AKAM Annual Conference

Conor O’Maley, Regional VP SMB at SalesForce in Ireland, presented the framework of processes, tools and behaviours used to manage their sales team. Their Account Management is based on combining a high focus on sales and a good customer experience to generate the customer’s loyalty. He focused on sales management and sales efficiency which, although they are…

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AKAM Workshops & Conferences

Interacting with global key accounts in large international markets – 2nd Annual AKAM Conference

Dr Nicolas Swetchine, Head of Key Account Management, LafargeHolcim & Research Fellow in ‘New Institutionalism’ offered lessons from KAM in large international projects which are also highly relevant to many suppliers. Some companies are so focused on short-term results that key account managers have difficulty in finding the time to keep continuous relationships with key accounts when there…

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Case Studies

Internal alignment

Mini cases | Your company has well-established lines of reporting and responsibility, why not? But KAM is essentially a boundary-crossing approach, which is actually aligned with the way the business environment has been developing for quite a while now. Has your organisation adjusted accordingly? Do internal functions understand their role? Use these three case studies…

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Case Studies

Alignment (i)

Mini cases | Declaring a KAM initiative is one thing, but has your company followed through with what that means, internally as well as externally? What happens if the key account manager doesn’t have the authority the job requires? You’ll probably recognise these two case studies by Dr Beth Rogers, but what should you do?…

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Webinar

Integrating Functions Through KAM

This webinar will explore your role as a relationship manager in the supply chain. You need to be an orchestrator of your company’s functions to meet the range of customer demands that add value to their business! That may involve your supply chain operations, procurement, returns management, accounting – even third parties. Simon Templar…

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Papers and articles

KAM: Selling? Providing services? Or both?

In this paper the well-known Professors Bjoern Ivens, Barbara Niersbach and Catharine Pardo explain the fundamental role of service in KAM. Their research developed a model of four types of service in which key account managers should be engaged in delivering to their internal and external networks: interaction, individualization, information and integration. This important finding…

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Video Views

Executive sponsorship

The automotive sector is so highly concentrated that excellent KAM is essential, not an option. So perhaps it’s not surprising that Thierry Josselin of Axcelis (AKAM Key Account Manager of the Year 2021) has ample experience of the great executive sponsorship which so many other companies fail to enact. In this short video he itemises…

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Papers and articles

Terminology Matters

What is a KAM team? You may be perfectly clear, but do your colleagues and your customers agree? AKAM’s Forum of KAM programme leaders identified four different group of people, all called ‘the KAM team’. Which means that you can have been talking about the team completely at cross purposes with someone who sees it very differently.…

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AKAM Workshops & Conferences

GAM attractions and challenges

Contrary common belief, GAM is not only for large corporations: it is also very relevant for medium-size businesses, as demonstrated brilliantly by the two other speakers of the day. John Bailey, Head of Global Accounts at Hiab, and Alistair Taylor talking about his experience at IMI both explained how the implementation of GAM became a game changer and transformation factor for their…

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