Search by topic, author, keywords and more. Filter your results by content type by pressing the black settings button.
The world around Key Account Management is changing rapidly. But is KAM changing quickly enough to keep pace? In this thought-provoking article, Diana Woodburn explores how advances in AI, new customer expectations and the rise of business ecosystems are reshaping the role of the Key Account Manager. She examines the growing importance of collaboration, emotional…
Do you really know which of your customers are profitable? And are you making decisions based on revenue, or on true value? In this session, Gary Cokins explores how organisations can move beyond traditional financial reporting to understand the real profitability of customers, channels and products. Drawing on activity-based costing (ABC) and performance management principles,…
In this direct and challenging article, Mark Davies argues that many KAM programmes are failing not because of poor execution, but because leadership has underestimated the scale of change required. Written as an open letter to CEOs, the article makes the case for moving beyond traditional relationship-led KAM toward a truly value-based model. Drawing on…
In this practical and insight-rich article, Paul Wilson addresses one of the most persistent challenges in KAM: the dominance of price-based conversations. Drawing on extensive experience and research, the article explores what key accounts truly value beyond cost, introducing a clear framework built around five core value pillars. It provides practical guidance on how KAM…
What does it take to move from protecting revenue to actively creating value in your key accounts? And how can account strategy become a true driver of growth rather than just a planning exercise? This session with Tim Mueller explores how Strategic Account Management can shift from a defensive mindset to a proactive, value-based approach.…
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…
When EMCOR UK’s Facilities Management division decided its future lay in longer contracts with larger clients, it reckoned that collaboration would be the USP to capture it. Collaboration isn’t just a mindset, it’s a process as well, and collaboration and KAM have to be more than ‘skin deep’, says Steve Dolan, EMCOR UK’s Operations Director…
This webinar was hosted by Jeremy Campbell Executive Director, Marketing and Business Development, EMCOR Group UK and Steven Dolan UK Key Account Director, EMCOR Group UK. How do you get a Facilities Management biased business to focus on customers and customer value when the main thrust of the business is on providing services? How do you get any business…
People love case studies and Nigel Jenkins described several, including a telecoms example in which his company had once been 17th in an industry-dominant customer’s list of 17 suppliers and threatened with delisting. Fortunately most companies introducing KAM are not faced with such a dire situation – but it meant that the whole company swung round KAM…
This illuminating analysis by internationally renowned Professors Kumar, Sharma and Salo defines the scope of KAM: selection of key or strategic accounts, team structures, coordination with other functions, and a deeper level of relationship within the organization and with the KAM customer’s firm. It also demonstrates how KAM is distinct from traditional sales research, relationship marketing, and sales…
Please confirm you want to block this member.
You will no longer be able to:
Please allow a few minutes for this process to complete.
Stay focused and current with the expert knowledge and practitioner experience you’ll find in the AKAM Bulletin. Every two months you’ll get an injection of KAM news, thought-provoking articles and tools/ideas you can utilise.
