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Kevin Wilson from Kedge Business School addressed the issue of change in public procurement and reviewed the impact of the 2014 EU directive on procurement in Europe in general, and upon the UK in particular. The general conclusion was that the new regulations, adopted by the UK in 2015, are largely positive and offer enlarged…
Customer Experience Management (CEM) is a pragmatic way to help your organization become more customer centric through understanding and acting upon the customer’s needs. Michael Widing uses his 20 years’ experience to explain the 3-step process to debrief customer insights from the frontline and bring them straight back to all the support functions and top management. It’s very…
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…
Changing the reward system is one of the adaptations to KAM that organisations are most reluctant to change, but poorly focused reward schemes – usually sales volume based incentives – are not merely an unfortunate detail that will need to be sorted out at some stage: they can be a major driver in the wrong direction…
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…
This webinar will explore your role as a relationship manager in the supply chain. You need to be an orchestrator of your company’s functions to meet the range of customer demands that add value to their business! That may involve your supply chain operations, procurement, returns management, accounting – even third parties.  Simon Templar…
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