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Alistair Taylor suspects a minority of companies operate executive sponsorship for KAM. Yet Rafi Habibian is clear that it’s essential to show the key account that the organisation is serious about their importance as well as demonstrating the role of KAM internally. But how does it work, what do good executive sponsors do – and…
Andrea Dori’s industry has also changed out of all recognition in the last few years. At one time, Illycaffè simply sold excellent coffee, but now, in addition to having extended its product and brand range, the company sees itself as participating in the hospitality industry. Whereas once it sold on the basis of quality, consistency…
Andrea Busnelli, Client Director Automotive Industry IBM, highlighted the importance of customer relationships, particularly when industries are changing fast, which so many are these days. He was even prepared to admit that IBM hadn’t always got it right, so had some valuable suggestions about how to avoid falling into that trap, such as proactively transforming…
Almut Ringlben, Account Director and Florian Heidecke, Chief Client Officer of Namics AG were deliberately controversial in challenging delegates to consider the bipolar nature of KAM in many companies. They identified nine areas where two KAM approaches could be diametrically opposed to each other, and yet exist in the same organisation at the same time. It begs the question of…
Trust has long been recognised as an important ingredient of effective leadership – its centrality to a range of leadership theories being well documented over the past 50 plus years. However, the nature of leadership has changed dramatically in recent decades, in line with trends in business and organisational structures. Key account managers often need to…
Are close business relationships always synonymous with superior performance? Does the dark side of a business relationship spread in relationship portfolios? Based on interviews with key account managers, this research uncovers that the emergence of a ‘dark side’ in a business relationship can overshadow its benefits. This research also shows that the dark side can…
Does your customer fully trust you? You are of course trustworthy, yet this does not mean you are trusted. Trust is essential bedrock for progressing customer relationships yet at times it is managed too passively. Its assumed to be at an acceptable level when this really is not good enough. With a richer and deeper…
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…
What do you know about your customer’s SRM approach? This article summarises the 2021 annual survey of Supplier Relationship Management from supplier management consultancy State of Flux. For example, 99% of Leaders and 87% of Fast Followers have a supplier segmentation process and use the outputs to define treatment strategies for suppliers. So do you know…
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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