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AKAM Workshops & Conferences

Key account teams: the road to success – 1st AKAM Annual Conference

Rainer Schroeder, Global Account Manager ABB Semiconductors (based in Germany), insisted that a ‘lone wolf’ approach to the KAM job is bound to fail in a complex environment. The Global Account Manager, as director of the orchestra, must be able to form a virtual team to work with him/her and be very specific on the contribution and…

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Papers and articles

Are you offering a genuine partnership or just rebranding sales?

How much have you really changed your thinking around and approach to your key customers? Is it still fundamentally the same, an intense glare from Sales that goes no further along the value chain and fails to involve other managers in either organisation? Are you actually developing value for your customer as well as your company – because you will get…

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Papers and articles

Stuck on your KAM journey?

KAM means launching a transformation program to change behaviors, capabilities and priorities across most functions. So what perspectives and frameworks would be most helpful for commercial leaders aiming to launch or improve their key customer management? Steve Sienkiewicz of Accelerate Consulting suggests that KAM ought to be viewed as three-stage journey through a series of transformations – Align, Advance and Accelerate – and details…

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Account Plans

KAM & development of a market/customer from an SME key account manager perspective

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…

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AKAM Workshops & Conferences

Creating Customer Loyalty: From Business Development to Key Account Management – 2nd Annual AKAM Conference

Caroline Hondre, Group General Manager, Customer Engagement, International SOS, leading worldwide medical and travel security assistance firm, described her role and experience in setting up her company’s account management programme. Customer facing roles were redefined, the process and criteria for lead handling and development changed, and new principles and ways of learning were introduced with a Key…

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AKAM Workshops & Conferences

Practical KAM implementation – 3rd Annual AKAM Conference

People love case studies and Nigel Jenkins described several, including a telecoms example in which his company had once been 17th in an industry-dominant customer’s list of 17 suppliers and threatened with delisting. Fortunately most companies introducing KAM are not faced with such a dire situation – but it meant that the whole company swung round KAM…

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Event

Challenging your customers

Chris Gregers, Senior KAM with Circle K Norge AS, traced the evolution of the sales role in the Norwegian fuel industry from basic sales through value based sales, relationship based sales, and what is called challenger sales. From the last two approaches KAM processes began to appear focusing upon value creation, joint ventures and developing…

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Papers and articles

Securing key account growth in a competitive world

For many companies key accounts are or should be the ‘engine of growth’. Realising their potential is patchy, however, so Richard Ilsley and Alistair Taylor show why that is and how a KAM approach achieves such performance, validated through appropriate measurement.

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Papers and articles

A contingency approach to Key Account Management

Sarah Petrelli’s Masters thesis (USI, Lugano) explores some of the less well-defined areas of KAM, which are, nevertheless, critical to key account managers’ success. This report on 20 interviews with working key account managers finds revealing differences in culture and levels of authority given to key account managers. Not surprisingly, the maturity of the KAM programme is…

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Corporate KAM

Finastra: Building operations to create customer value

Finastra’s customers are mostly banks and other financial institutions, but the lessons apply to any organisation in a concentrated market. In this podcast Michael Sperger, Chief Operating Officer Americas Enterprise at Finastra, talks about the pivotal role of long-term enterprise relationships. Driven by an analytical understanding of how your own organisation and the customer create…

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