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Papers and articles

A bibliometric analysis of extended key account management literature

This illuminating analysis by internationally renowned Professors Kumar, Sharma and Salo defines the scope of KAM: selection of key or strategic accounts, team structures, coordination with other functions, and a deeper level of relationship within the organization and with the KAM customer’s firm. It also demonstrates how KAM is distinct from traditional sales research, relationship marketing, and sales…

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Papers and articles

Comment accompagner ses KAM sur des projets internationaux?

Les responsables de comptes stratégiques, encore plus que les autres commerciaux, ont souvent une dimension internationale dans leur mission. Face à la complexité des grands projets internationaux et des relations interculturelles, les responsables commerciaux peuvent aider leurs équipes. Comment prendre en compte la complexité d’un projet, construire sa légitimité, identifier les interlocuteurs cibles? Nicolas Swetchine/Aude…

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Video Views

The obligation of leadership for Key Account Managers

Leadership is not optional for key account managers, explains Dr Diana Woodburn (AKAM Chairman), their customers want it, their KA team needs it, and their mission absolutely requires them to act as leaders internally, to gain the resources and decisions KAM implementation requires. But curiously, companies rarely send them on leadership development courses, despite the fact that they have one…

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Papers and articles

Steering the customer experience

Customer Experience Management (CEM) is a pragmatic way to help your organization become more customer centric through understanding and acting upon the customer’s needs. Michael Widing uses his 20 years’ experience to explain the 3-step process to debrief customer insights from the frontline and bring them straight back to all the support functions and top management. It’s very…

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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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Webinar

Vested relational contracts

Vested is a sourcing business model used by organisations such as Dell, BP, Johnson & Johnson and Procter & Gamble to build long-term partnerships with strategic suppliers based on a What’s In It For We?-mindset. The vested model is based on research at the University of Tennessee on successful partnership across a number of industries.…

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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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