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Silos are usually seen as the enemy of collaboration, but what if the real challenge is how we work WITH them, not against them? In this insightful session, Dr Hajo Rapp, Head of Strategic Account Management and Sales Excellence at TÜV SÜD, argues that silos, when understood and embraced, can actually strengthen the role of…
It’s hard to keep your eyes on the customer when you’re going through a Merger or Acquisition, when you’re not even sure if your job is safe. But it’s not much better if you emerge from the situation to discover but your customer has felt overlooked and unimportant and consequently defected to the competition. In…
In this workshop, Dr Nima Heirati identified current issues in developing B2B customers from Gartner’s latest survey, foreseeing the roles that AI will play in the next five years. Are you are struggling to visualise where AI and all the other technology belong and what it can do for you and your customer? Nima’s maps…
Jens Hentschel represents the Procurement side of the KAM relationship. Having worked in the role for over 15 years, he is clear about what key customers expect – and it’s different from what most suppliers think. Did you know that Procurement assesses you constantly on your level of customer-centricity? In fact, they actually evaluate you…
Hiab has a global manufacturing presence and serves customers across the globe. The company offers a broad range of on-road loading equipment and has achieved strong positions in its target market segments. Despite this, like in many other markets, the danger of commoditisation is very real, so in 2014 GKAM was introduced to counter the threat. The original focus was…
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…
While Accord has been acquired and made major acquisitions multiple times – 7 in the previous 5 years! – focus on the customer has endured. Finding the right key account manager to suit each key account is critical, and Clara Carter believes working with Colour energies has helped – both the key account manager’s and…
Vetoquinol’s KAM journey, like most companies’, has taken time. After the launch, things slowed down as people realised the scale of the change required: it was going to take more time, money and resource than they had ever imagined. In this interview, Cyryl Pryzbyl talks about the common issues he discovered and overcame, which will be…
This article is part of Scott Waugh’s MA research (full text also available on this page), exploring the Challenger Selling approach, which asserts that customers can endorse wholesale business change without the need for a pre-established relationship, or trust. It might be possible, but generally customers were looking for credibility, commitment and consistency and a host of other attributes…
When Scott Waugh (Siemens) heard the authors of the ‘Challenger Sale’ assert that traditional relationship selling was redundant in favour of knowledge-based selling, he was curious enough to research whether trust was redundant too. However, participants agreed that the opportunity for repeat purchases was reduced if relationships broke down, which could be caused by untrustworthy behaviours. So which…
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