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Podcasts

Building long-term client relationships

Every key account manager says relationships matter—but what really makes them last? Rimma Anelok-Berlaimont, former Account Management Head, uncovers the secrets behind turning good customer connections into powerful, long-term partnerships. Listen now to elevate your client relationships beyond transactions. Or listen to the audio-only version below: With Rimma Anelok-Berlaimont, former Account Management HeadApril 25, 2025…

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AKAM Workshops & Conferences

Key Account Management in Ecosystems at Siemens

How should you respond when the value chain no longer works the way it used to? When digital transformation, rising customer expectations and increasing market complexity turn your customer relationships into full ecosystems? In this thought-provoking session, Marco Lippuner, Head of Sales Excellence at Siemens, explains why ecosystems are becoming an intrinsic part of KAM.…

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Webinar

Essential Key Account Management

You may have plenty of experience as a key account manager, but maybe you haven’t had the relevant training/education that underpins the role. But KAM has a substantial body of research and theory, about what it is (and is not); relationships between complex suppliers and complex customers; how KAM works and a particular focus on…

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Webinar

Navigating the Journey of a Complex and always Changing Account

In this webinar Dennis Chapman, a seasoned KAM practitioner based in the US, addresses the issues of complexity and constant change in Key Account Management. KAM implementation depends on wide and deep customer relationships and a real understanding of the customer journey in its dealings with your organisation. Value is delivered through the many touch…

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AKAM Workshops & Conferences

KAM – Procurement personal relationships and the danger of boundary spanner corruption

Corruption is a hard word for some not unusual situations in KAM. But Professor Stephan Henneberg applies it to violations of the employer’s norms and interests, which many will have observed in KAM relationships. You will probably recognise many of the situations in Stephan’s hair-raising collection of quotes. Defining the limits in commercial relationships is…

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AKAM Workshops & Conferences

The role of emotions in KAM

Emotions are an integral part of the human experience and, as of now, humans are still involved on both sides of KAM relationships. Filoumena Zlatanou of Queen Mary university London presented her research with C level executives who see the impact of emotions in business, both positive and negative. It’s useful to acknowledge when emotions…

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AKAM Workshops & Conferences

Emotional Intelligence

Companies are now recruiting key account managers for their emotional intelligence, maybe more than for their sales track record, because EQ is arguably more important in developing and managing the customer relationships essential to KAM. While EQ is innate in some people, it can also be improved. So Charlotte Bull explains the 4 pillars of…

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Webinar

The power of real insight in long lasting customer relationships

Unlocking the Power of Customer Insight for on Delivering Long-Lasting Customer Relationships. Dive into the insightful conversation between Helen Wilson, Chief Experience Officer at IPSOS, and Maggie Chandler, Leader in CX Transformation. Delve into the science of the ‘Forces if Customer Experience and their impact on Key Account Management (KAM) strategies. Discover the essential elements…

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Papers and articles

When KAM corrupts

This article summarises a longer paper on ‘Boundary spanner corruption: a potential dark side of multi-level trust in marketing relationships’ (also available in Member Resources here). These aren’t familiar terms to practitioners, but perhaps they should be – boundary spanner corruption is becoming an increasing threat in relationships between key account managers and their counterparts!…

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Member Resources

Boundary spanner corruption: a potential dark side of multi-level trust in marketing relationships

What do you know about the ‘dark side’ of KAM relationships? For many years the authors of this research investigated and advocated the importance of trust in key supplier/customer relationships. But it’s not quite as simple as that. They define corruption as the ‘voluntary collaborative behaviour between individuals representing different organisations that violates their organisations’…

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