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When EMCOR UKโs 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 isnโt just a mindset, itโs a process as well, and collaboration and KAM have to be more than โskin deepโ, says Steve Dolan, EMCOR UKโs Operations Director…
In case anyone was in any doubt about what is required in a key account manager,ย Gintarฤ Bฤtaitฤโs experience as a recruiter with Amrop Executive Search enabled her to make the expectations very clear. And the answer is โ hopefully no surprises to any AKAMย ย member โ that itโs not about sales history. Companies are looking for…
Delegates were really interested in what Michael Widing, Hiabโs Customer Experience and Insight Manager, shared about Hiabโs 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…
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…
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,…
Employability of sales students and salespeople is one of sales educationโs major challenges. Dr Stefan Wengler shows how different skills should be delivered by different means of instruction, depending on the sales personโs โdevelopment stageโ as well as the โKey Account Management Cycleโ.
Have you chosen the right key accounts? Key account selection is a critical process: a simple list doesnโt do it. A good process will demonstrate that key accounts are not all the same and how they should be managed differently. Dr Diana Woodburn shows how to select your key accounts, build a matrix to categorise…
Mini cases | Supplier Relationship Management and KAM should be the mirror image of each other, though they are not entirely symmetrical. So thereโs a lot that KAM can learn from putting itself in the customerโs shoes. Use these four case studies from Dr Beth Rogers to help your team understand, practice and agree a…
You canโt just write a plan, you need first to devise a strategy based on great customer understanding (why and how) before nailing down the activity (what?) and the people to address (who?). Key account managers often complain that plans are a waste of time and donโt get used โ which is ironic, when itโs…
This AKAM Technical workshop (Lisbon, 2023) kicked off with the importance of strategic key account plans, arguably the most important thing a key account manager has to do. Which is at odds with the fact that they are commonly poor or even non-existent. So Dr Diana Woodburn explains how to construct the strategic key account…
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