• What is KAM
    • KAM Definition
    • KAM Competencies
  • KAM of the Year
  • About AKAM
  • Events
  • Qualifications
    • PostGraduate Certificate
    • PostGraduate Diploma
    • Professional Diploma
    • Doctorate in Business Administration
  • Join AKAM
  • Login
  • What is KAM
    • KAM Definition
    • KAM Competencies
  • KAM of the Year
  • About AKAM
  • Events
  • Qualifications
    • PostGraduate Certificate
    • PostGraduate Diploma
    • Professional Diploma
    • Doctorate in Business Administration
  • Join AKAM
  • Login
  • What is KAM
    • KAM Definition
    • KAM Competencies
  • KAM of the Year
  • About AKAM
  • Events
  • Qualifications
    • PostGraduate Certificate
    • PostGraduate Diploma
    • Professional Diploma
    • Doctorate in Business Administration
  • Join AKAM
  • Login
Home » Customer centricity

Customer centricity

Filter by Categories
AKAM Workshops & Conferences
Diagnostics and tools
Papers and articles
Podcasts
Video Views
Webinar
Web KAM

Search by topic, author, keywords and more. Filter your results by content type by pressing the black settings button.

Papers and articles

Learning KAM from big pharma

What can the pharmaceutical industry teach us about complex KAM? Consultant Frans van Schelven draws on his experience helping global pharma firms implement KAM in diverse healthcare systems. With customers ranging from prescribing doctors to integrated care systems and policymakers, pharma offers a model for tailoring your KAM strategy to varied decision-makers. This article explores…

To access this post, you must be a member. Please login or sign up.

Read More »
Webinar

Rethinking Key Account Management

Why should your organisation rethink KAM? Expert Mark Davies explains why many traditional KAM practices fall short in today’s volatile, uncertain, complex, and ambiguous (VUCA) market environment. He advocates a shift towards Value-Based KAM built on four critical building blocks — Offer Development & Innovation, Key Account Leadership, KAM talent, and Value-Based Strategy. Focus there…

To access this post, you must be a member. Please login or sign up.

Read More »
Webinar

Customer-centric digital transformation in KAM

Prof Nima Heirati explores what it takes to lead a truly customer-centric digital transformation in KAM. With insights from Gartner and years of research into innovation, digitalisation and customer experience, he outlines the critical challenges facing B2B organisations today and how technology can help. Particularly useful is the distinction between technologies supporting the external customer…

To access this post, you must be a member. Please login or sign up.

Read More »
AKAM Workshops & Conferences

Embracing the silos

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…

To access this post, you must be a member. Please login or sign up.

Read More »
Webinar

How do mergers and acquisitions affect KAM?

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…

To access this post, you must be a member. Please login or sign up.

Read More »
AKAM Workshops & Conferences

Harnessing new technologies – The impact of emerging technologies on customer centricity

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…

To access this post, you must be a member. Please login or sign up.

Read More »
Webinar

Fostering Connections: An ED&I Approach

Your key customer cares about Equality, Diversity and Inclusion, so must you! Equality/Equity (do you know the difference?), Diversity and Inclusion isn’t just a ‘woke’ concept idea any more. The economic power of consumers and employees has made business care. It could be your organisation’s USP when all the other tender submissions look the same.…

To access this post, you must be a member. Please login or sign up.

Read More »
Webinar

How to build winning relationships with Procurement.

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…

To access this post, you must be a member. Please login or sign up.

Read More »
AKAM Workshops & Conferences

HIAB global offering

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…

To access this post, you must be a member. Please login or sign up.

Read More »
AKAM Workshops & Conferences

Growing business by managing the customer experience

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…

To access this post, you must be a member. Please login or sign up.

Read More »

About AKAM
What is KAM?
KAM Competencies
Individual Membership
Corporate Membership
PostGraduate Certificate
PostGraduate Diploma
Professional Diploma
Doctorate in Business Administration
Copyright © 2025 The Association for Key Account Management. 

AKAM is a not-for-profit company registered in the UK, no. 15592485

Contact AKAM
[email protected]
Terms & Conditions
Privacy Policy

Report

There was a problem reporting this post.

Harassment or bullying behavior
Contains mature or sensitive content
Contains misleading or false information
Contains abusive or derogatory content
Promoting goods or services
Contains spam, fake content or potential malware

Block Member?

Please confirm you want to block this member.

You will no longer be able to:

  • See blocked member's posts
  • Mention this member in posts
  • Invite this member to groups
  • Message this member

Please allow a few minutes for this process to complete.

Report

You have already reported this .

You have successfully completed this development track.

You shall shortly receive your certificate by email.

Return to Member Dashboard

Congratulations!

You have successfully completed the development track.

You shall shortly receive your certificate by email.

Member Dashboard

Member Resources

Events

Learning Zone

Podcasts

Member Chatroom

Member Network

Manage Account

Log out

Sign up to our mailing list

Get FREE access to our bulletin!

Stay focused and current with the expert knowledge and practitioner experience you’ll find in the AKAM Bulletin. Every two months you’ll get an injection of KAM news, thought-provoking articles and tools/ideas you can utilise.

Close

Individual membership

For Key Account Managers and Programme Leaders

Explore individual membership

Corporate membership

For organisations and educational institutions

Explore corporate membership

The Association for

Key Account Management

Sign in

Lost your password?