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Webinar

Strategic Management of Accounts or Management Of Strategic Accounts?

In this webinar, Dr Diana Woodburn explains how strategic key accounts should be managed, and how that is so different from the management of other customers. This Webinar Includes: Understanding the crucial differences between Strategic Management of Accounts and Management of Strategic Accounts Delivering the expectations of strategic accounts Calculating key account value/RoI Leading the culture for strategic…

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Account Plans

Developing KAM structures: removing roadblocks and bottlenecks

Whatever KAM structure you decided to build in your organization, expect to face some bottlenecks and blockages. Don’t worry, you’re not the first! In this webinar, Dominykas Cibulskas will share real-life examples of what can happen when companies are building KAM organizations. His hints and advice might help you avoid similar problems in your KAM…

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Webinar

Trust: build, maintain, repair – a continuous journey

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…

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AKAM Workshops & Conferences

KAM/Sales management stressors: When it frustrates…and when it doesn’t

KAM often results in (counterproductive) stress – but where does it really come from? Research shows that no single factor induces stress, it’s about different combinations of stressors So how do you achieve ‘non-stress’ i.e. mellowness? And should you try? It’s not just the flip-side of stress.

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AKAM Workshops & Conferences

KAM in professional service firms

This workshop was the second of the occasions when AKAM members – and non-members – met and talked together. Practitioner speakers stimulated lively discussion on value creation and the issues that prevent its realisation in some cultures. Our academic presenters uncovered counter-intuitive dynamics in KA teams that affect their performance, and also looked at what…

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AKAM Workshops & Conferences

Value creation, key account teams and KAM in professional services

This workshop was the second of the occasions when AKAM members – and non-members – met and talked together. Practitioner speakers stimulated lively discussion on value creation and the issues that prevent its realisation in some cultures. Our academic presenters uncovered counter-intuitive dynamics in KA teams that affect their performance, and also looked at what…

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Webinar

The big issue of KAM performance and rewards

In this webinar, Diana Woodburn shares insight into different ways that organisations recognise KAM performance and its consequences. If you’re a KAM programme leader or HR professional, you need to consider whether your performance and reward scheme sends mixed messages and encourages unfortunate behaviour. If you’re a key account manager, you’ll want to coach your…

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AKAM Workshops & Conferences

A general manager in position, a Key Account Manager at heart

Is senior management engagement always a good thing? Not necessarily, though certainly the right kind of involvement is very powerful: senior managers can be coaches, advocates, high-level ambassadors with customers, barrier removers and boundary spanners. But they don’t always want to take on these roles, and sometimes they don’t know how – and sometimes they seem…

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AKAM Workshops & Conferences

Key account retention in a service business – 1st AKAM Annual Conference

For Marco Reijntjens from Tenacity Europe in the Netherlands value lies at the centre of retention in service businesses. As services are intangible, their value depends more on the customer’s perception than does the value of products. The perception of value erodes with time unless the supplier is very vigilant in creatively renewing it the eyes of their…

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AKAM Workshops & Conferences

Frameworks for putting KAM into action – 1st AKAM Annual Conference

Feedback from the March meeting requested a session on KAM frameworks and processes, presented here by Diana Woodburn, AKAM Chairman. She offered wide range of devices, most of which act first as diagnostics and then as decision-support tools and management action guides that convert into processes. Frameworks demonstrated included customer selection/categorisation, through risk assessment to key account prioritisation…

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