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Does your customer fully trust you? You are of course trustworthy, yet this does not mean you are trusted. Trust is essential bedrock for progressing customer relationships yet at times it is managed too passively. Its assumed to be at an acceptable level when this really is not good enough. With a richer and deeper…
Sustainability is the buzzword everywhere but it seems to mean very different things to different people in different places. Often it is not even a single issue (see the list in this article), so the combination of aspects that makes up each corporate’s definition of sustainability is really variable – and volatile, as external events…
Dominykas Cibulskas in Lithuania looks at current events and what they mean for business and KAM. He is clear that ignoring reality or staying neutral is not an option: indeed, some companies have already fallen in the conflict of human v business values. Whatever is done -or not done – it is observed by customers and…
What do you know about your customer’s SRM approach? This article summarises the 2021 annual survey of Supplier Relationship Management from supplier management consultancy State of Flux. For example, 99% of Leaders and 87% of Fast Followers have a supplier segmentation process and use the outputs to define treatment strategies for suppliers. So do you know…
Account Based Marketing (ABM) is, almost without question, the buzzword in B2B marketing at the moment. But what is it, and how should you be thinking about using it as part of your KAM strategy? Fujitsu’s renowned ABM expert Andrea Clatworthy explains what ABM is and is not – for example, it’s not something that marketing do…
Research has shown that sophisticated buyers and customers tune out from everything except the most relevant messages and content. Two-thirds of senior executives don’t believe a salesperson knows enough about their business to bring value to a meeting, and only a quarter of them are prepared to take a second meeting! That means that 2 out of…
Is key account management still the right thing to do with major customers? The business environment has suffered several shocks in the past few years, and ways of doing business need to respond: sometimes business models have to be reconfigured. How should/will KAM change in the next few years? Dr Beth Rogers considers the future…
Risk awareness has always been in the long list of skills required of key account managers, but it is rarely high enough on the list, and awareness is not enough anyway. Being in business is about managing risk as well as making profits. Most risk is considered as financial, and while the ultimate impact may…
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…
Siemens has long been considered a leading exponent of KAM/GAM. In this session, Bjarne Lykke Sørensen, CEO Siemens Denmark, describes the challenges and opportunities in dynamic, fast developing business environments and how they will be addressed by supplier/ customer/ partner ecosystems. Key account managers need to grow into their crucial roles in these networks. Bjarne…
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