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Mike Green leads this discussion about KAM’s Key Account Manager of the Year award for 2023. In conversation with Mike are Thierry Josselin (Winner 2021) and Bob Delwig (Highly commended 2022). The discussion covers the process for applying for the award and the benefits of doing so for the individual concerned. Apply Today! Entries are…
You’ll need a well-developed relationship to implement your plan, but what does ‘relationship’ mean in a KAM context? Key account mangers often fail to understand it and are deluded about the quality of their customer relationships. Richard Ilsley and Olivier Rivière talk about what a real KAM relationship looks like, what it can achieve, and…
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…
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…
Employability of sales students and salespeople is one of sales education’s major challenges. Dr Stefan Wengler shows how different skills should be delivered by different means of instruction, depending on the sales person’s ‘development stage’ as well as the ‘Key Account Management Cycle’.
Darren Bayley describes the role of the key account manager from the point of view of Straumann, in the global medical device sector. He demonstrates the importance of communication and coordination in the complex network of internal and external relationships, based on the key account plan. Digitalisation technology – IT collaboration platforms in particular –…
This webinar was hosted by Jeremy Campbell Executive Director, Marketing and Business Development, EMCOR Group UK and Steven Dolan UK Key Account Director, EMCOR Group UK. How do you get a Facilities Management biased business to focus on customers and customer value when the main thrust of the business is on providing services? How do you get any business…
The Loccioni story was told from the point of view of a key account manager, Mattias Bernhard, which highlighted a different selection and operating approach for only partly dedicated key account managers in a common SME situation, where they may be focused on a narrower range of products/services with a potentially more technical sell, in addition to other roles…
By KAM team we don’t mean your organisation’s bunch of key account managers!. In KAM’s challenging environments it is widely accepted that to win and grow business, suppliers need strong internal teamwork – how do we know? Because key customers tell us, all the time. But many key account programmes focus on account selection, strategies, value propositions…
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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