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This is a Powerpoint presentation from Antony Faughnan of EC Harris, telling key account managers a lot of what they need to know about how professional buyers approach supplier relationships. All too often, key account managers understand little about the customer’s strategy and therefore disregard it – dangerously – as being irrelevant in their dealings…
Many industrial firms have moved from products to offering bundled products and services, redefining the notion of customer value, which is no longer about fulfilling predefined needs but exploring issues with the customer and defining the best answer. Professor Jakob Rehme (Linköping University, Sweden) explained how this approach requires a major change in terms of Account…
In this workshop, Jerry Angrave of the Customer Experience Association and Empathyce shared his extensive knowledge and experience of mapping customer journeys. The workshop gave participants much-needed clarity in terminology in this area and showed them how to use a series of tools to explore the business and relationship as their customer sees it. Unfortunately,…
Everyone talks about Value in KAM but, according to Diana Woodburn, it is a misunderstood, misused and abused term. Value should appear explicitly in strategic key account plans, where the value to supplier and customer should be perfectly clear and differentiated – which, in practice, it rarely is. Suppliers have multiple sources of value available to them through…
Price can often be the first casualty as companies compete in markets shrinking due to COVID19. However, now more than ever, it is essential to compete on value and not just on price. AKAM is starting a conversation on how B2B companies can retain customers and win new deals in these tough times. The focus…
The COVID-19 outbreak is causing the biggest disruption in decades to economies and businesses across the world. State of Flux 12 years of global annual research into supplier management best practices shows that most organisations are significantly exposed when it comes to supplier risk management, specifically pandemic risks. And while procurement and supply chain organisations…
Do you want to move your customer relationship from “Supplier” to “Strategic Partner”? Do you really know what your accounts and customers “value” and how you can “add value” to them and grow your business at the same time? Do you struggle to differentiate your offer from the competition? Do you find your customers switching…
This workshop was the second of the occasions when AKAM members – and non-members – met and talked together. Practitioner speakers stimulated lively discussion on value creation and the issues that prevent its realisation in some cultures. Our academic presenters uncovered counter-intuitive dynamics in KA teams that affect their performance, and also looked at what…
For Marco Reijntjens from Tenacity Europe in the Netherlands value lies at the centre of retention in service businesses. As services are intangible, their value depends more on the customer’s perception than does the value of products. The perception of value erodes with time unless the supplier is very vigilant in creatively renewing it the eyes of their…
Many suppliers have continued to select their key customers on the basis of historical sales results, in spite of a considerable amount of research that says this is not the way to do it. Suppliers seek to invest in those customers who will give the best return on investment in the future, and deciding who they are should…
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