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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…
KAM often results in (counterproductive) stress – but where does it really come from? Research shows that no single factor induces stress, it’s about different combinations of stressors So how do you achieve ‘non-stress’ i.e. mellowness? And should you try? It’s not just the flip-side of stress.
Feeling relieved to have won some business from tough conversations with their key accounts, suppliers often fail to identify the value they have missed out on as a result of poor negotiations. Many supplier organisations would benefit from a strategic, top down look at their negotiations with their high value, long term and often complex key customers. …
Premium Insurance is an entirely fictitious company, but the situations described will be recognisable to Key Account Managers in many other sectors. Conflict scenarios can be used to explore ideas about what constitutes a conflict and how it should/could be resolved, which is not only useful to facilitate discovery of your personal styles, but also…
Girteka Logistics is a fast-growing trucking company based in the Baltics. How would you deal with a key customer requesting a huge refund on a project that had been completed to their full satisfaction at the time, signed off and paid for afterwards. Not surprisingly, after they made their request, discussions between customer and supplier became extremely emotional,…
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…
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