Three level model of KAM metrics

By Diana Woodburn | July 26, 2021 |

‘Who cares?’ is a great question to kick off the development of a KAM metric system. Because if nobody wants to know and is ready to act on the information, there’s no point in collecting the data. This question and ‘What would they want to know about KAM?’ drove the development of this three-tier model of KAM metrics from Diana Woodburn’s research with a cross sector group of companies. Key account managers contribute to the top tier, are responsible for middle tier of 8 metrics, and monitor (but are not responsible for) the foundation/operational tier. This model is invaluable in helping to sort out ‘necessary and sufficient’ metrics for KAM from all the data that organisations generate.

Leave a Reply

Your email address will not be published. Required fields are marked *



Sign up here to receive 6 issues per year of the AKAM Bulletin, completely FREE!

The Bulletin is a unique publication containing valuable and insightful articles about KAM principles and practices, plus news of AKAM’s events and activities for people in all KAM roles - corporate, expert/academic or consulting.

Signing up means you agree to receive information from AKAM about KAM education and our events and activities supporting your KAM career. Your information will not be shared with any third parties.

Thank you! You have subscribed to our bulletin.