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Mini cases | Supplier Relationship Management and KAM should be the mirror image of each other, though they are not entirely symmetrical. So there’s a lot that KAM can learn from putting itself in the customer’s shoes. Use these four case studies from Dr Beth Rogers to help your team understand, practice and agree a…
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…
Tyrone Morris (Client Managing Director, Xerox Corporation) explains the importance of partnering with clients and gaining an awareness of the whole company before entering the Procurement process. Having a best-in-class bid team only works if it wins, and the chances of winning are hugely reduced if there’s no closeness with the customer by the time the bid is out.
Have you ever emerged from a negotiation wondering how and why did it all go wrong? It’s not just selling negotiations that can be brutal – securing enough resources internally or the right decisions for the customer can be just as difficult. Even in close KAM relationships and great KAM programmes, negotiation plays a critical part. At…
This customer-focused research is full of insights into the complementary side of KAM – Supplier Relationship Management (SRM). How prevalent is SRM? What is it, how does it work? Do you know your customers’ approach to SRM? This report on SRM in 360 companies across all major sectors is packed with vital statistics e.g. over 90% of…
Dr Nicolas Swetchine, Head of Key Account Management, LafargeHolcim & Research Fellow in ‘New Institutionalism’ offered lessons from KAM in large international projects which are also highly relevant to many suppliers. Some companies are so focused on short-term results that key account managers have difficulty in finding the time to keep continuous relationships with key accounts when there…
Nick Hyner, Head of EMEA at leading supply chain and procurement consultancy State of Flux takes you through what to look for in your buyer’s behaviour, what is going on behind the scenes, and how to build your strategy around your buyer’s needs. Seeing the world from your buyer’s perspective helps you understand what drives…
Rebecca Barnes was a Purchasing Manager at Phoenix Healthcare Distribution, one of the largest pharmaceutical and medical supplies distributors in Europe. This conversation offers key insights into the world of Procurement: • The best key supplier relationships – what makes them so strong? • The supplier relationships that are less successful and why • How…
Suppliers are often keen to avoid Procurement and work directly with the ‘real customer’. Maybe you find dealing with Procurement bruising and unpleasant? Do you feel forced to give away more than you planned? If so, you may conclude that avoiding Procurement is going to work out better for you. But Jens Hentschel of Fivis…
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