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Procurement & buying behaviour

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Papers and articles

Can KAM exist in the FMCG war zone?

There is no mechanism for deciding fair shares in any market, especially FMCG. It’s a famously hostile environment where higher profits go to those who have the scale, skill and tenacity to fight hardest for it. That usually means a hostile, confrontational, competitive battle between manufacturer and retailer. How can a collaborative KAM approach survive here? Peter Reynolds…

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Papers and articles

The dark side of close business relationships

Close and strong business relationships potentially have many positive effects. However, researchers Nima Hierati and Yumen Zhang of Queen Mary University London identified the possibility of forces of destruction building below the surface. This short report on their pilot study revealed alarming developments such as risky reductions in partners’ monitoring and safeguarding activities, and the dangers…

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Papers and articles

Inhuman relationships

While you should have good relationships with your customers’ people, of course, there are other kinds of relationship important in KAM: Gadde and Snehota’s research identified three layers. In this short article, Diana Woodburn argues that investment in human relationships in KAM is a means to an end, not a result itself. Good relationships can get you…

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Papers and articles

How to win with Procurement

Article | Trying to avoid Procurement is a really bad idea – much better to understand and build trust with the function. Key account managers often fail to understand the customer’s buying journey and Procurement’s role in it. Jens Hentschel of Fivis shows a 5-step model to guide key account managers in dealing with Procurement’s…

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Diagnostics and tools

Customer readiness for KAM: quick checklist

Is your organisation in denial about the need to change your approach to important customers? Do you have customers who want KAM from you? Which ones are making signals? Use this short checklist to identify those at the tipping point.

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Video Views

Vested contracting: 5 rules to transform outsourcing

In this video for the Institute of Supply Management, Kate Vitasek of the University of Tennessee shares her research on relational contracting. The opportunities to change the way contracts are approached is applicable to almost every sector, although the research has been initially focused on outsourcing and services, as outsourcing often plays a critical part…

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Video Views

How DHL implemented a vested outsourcing model for reverse logistics

This substantial presentation is a case study by Ruud de Groot of DHL, explaining how the collaborative approach taken by DHL in EMEA led to the implementation of a vested contract for reverse logistics designed to reward the achievement of specific operational goals. Through this contract DHL explored the use of Intel technology elsewhere in…

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Buyers/ buying

Reaching senior decision-makers

It’s difficult to grow business if your client contact is not senior enough or a major decision maker. Perhaps they are not receptive to new ideas and don’t have the authority to open the door to other people in the organisation. This podcast is about how you can reach more senior people within your customer…

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Buyers/ buying

The role of deals and business networks in innovation processes

Per Ingvar presented a case study on innovation focusing on networks that facilitate the process. The case traces the invention and eventual commercialisation of Transchateter Aortic Valve Implants over a period from 1989-2014. The role of KAM increases in potential towards the end of the commercialisation process, reflecting the dynamics of supplier-user interaction and the…

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