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Mini cases | It’s nonsense to pretend that everything will go well and smoothly all the time, so it’s important to prepare for when things go wrong. These three cases pose a range of problems to deal with – all very real situations. It’s not always your company’s fault, but issues still need to be…
In this video for the Institute of Supply Management, Kate Vitasek of the University of Tennessee shares her research on relational contracting. The opportunities to change the way contracts are approached is applicable to almost every sector, although the research has been initially focused on outsourcing and services, as outsourcing often plays a critical part…
This substantial presentation is a case study by Ruud de Groot of DHL, explaining how the collaborative approach taken by DHL in EMEA led to the implementation of a vested contract for reverse logistics designed to reward the achievement of specific operational goals. Through this contract DHL explored the use of Intel technology elsewhere in…
In this short video, Oliver Hart talks about incomplete contracts on behalf of Harvard University and the Royal Economic Society. When contracts deal with transactions that may continue for years ahead, it’s impossible to cover everything. So the critical question is, Who gets to decide on the things that are left out? Somebody has to…
You’ll find several papers on metrics in KAM in Understanding KAM/Papers and articles: it was the focus of the Bulletin in June 2021. Here Tara Kelly reviews the continuing relevance of the Net Promoter Score (NPS) which, in spite of major changes in business environments, is still a powerful indicator of how customers feel towards…
Strategic Alliance Management is a growing area that allows key account managers to broaden their differentiated value propositions to clients. They need to look for partners with adjacent or complimentary capability to that of their own organisations’. There are different commercial models that can be applied outside of a formal Joint Venture, including introducer, prime…
It’s difficult to grow business if your client contact is not senior enough or a major decision maker. Perhaps they are not receptive to new ideas and don’t have the authority to open the door to other people in the organisation. This podcast is about how you can reach more senior people within your customer…
Truly exploiting the benefits of Key Account Management has to be based on changing the dynamics of the relationships with clients to a more holistic engagement. Collaborative approaches broaden the capability of organisations to respond to (pull) or propose (push) more complex propositions to meet the demands of the market or specific challenges. All too…
Key account managers don’t give nearly enough time and attention to internal stakeholders – the people who can make or break your carefully constructed, wizard strategic key account plan. Adrian Davis highlights where and why the barriers exist. Those internal stakeholders are still human, with anxieties and ambitions that may appear to be at odds…
Alistair Taylor introduces this discussion on what competencies and personal attributes make for high performance in KAM. Capita’s Mike Green and AKAM’s Diana Woodburn see the emphasis shifting from the ‘push’, selling approach towards the ‘pull’ strategy of KAM, requiring more personal attributes like curiosity, emotional intelligence and influencing – and a great deal more.…
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Stay focused and current with the expert knowledge and practitioner experience you’ll find in the AKAM Bulletin. Every two months you’ll get an injection of KAM news, thought-provoking articles and tools/ideas you can utilise.
