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AKAM Workshops & Conferences

Growing business by managing the customer experience

Delegates were really interested in what Michael Widing, Hiab’s Customer Experience and Insight Manager, shared about Hiab’s approach to measuring and managing the customer experience. He challenged allegedly customer-centric companies to demonstrate what action they had actually taken to achieve genuine customer centricity. His demonstration of the process to capture net promoter scores, understand the…

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Webinar Resources

Sharing customer knowledge – a total organisational approach

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…

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Competencies

Account management task roles & skills: does it differ between large and small businesses?

In Lugano presenters and breakout discussion groups agreed that size wasn’t necessarily a crucial factor – SMEs often have an appropriate instinctive approach to key customers, but they may miss formalising some elements that would help KAM work better if they were clearer. Big companies are under more pressure to standardise initiatives because there are so many…

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Papers and articles

KAM in the pharmaceutical industry

KAM is misunderstood and misapplied in big Pharma. An interview with Paul Wilson of Viatris

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Papers and articles

Engaging senior executives in key accounts

Strong relationships with senior executives in key accounts can open new doors to opportunities IF they see – up-front – that the supplier has delivered value and will deliver even more in the future. Busy executives frequently need to take decisions and base choices on incomplete information, so you can win business by demonstrating your credibility and…

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AKAM Workshops & Conferences

AKAM technical workshop – Negotiation

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…

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Papers and articles

Harnessing and growing supplier innovation

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…

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AKAM Workshops & Conferences

The view from Purchasing | 2023 Annual Conference

Rebecca Barnes was a Purchasing Manager at Phoenix Healthcare Distribution, one of the largest pharmaceutical and medical supplies distributors in Europe. This conversation offers key insights into the world of Procurement: • The best key supplier relationships – what makes them so strong? • The supplier relationships that are less successful and why • How…

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Papers and articles

Strategic Procurement

This is a Powerpoint presentation from Antony Faughnan of EC Harris, telling key account managers a lot of what they need to know about how professional buyers approach supplier relationships. All too often, key account managers understand little about the customer’s strategy and therefore disregard it – dangerously – as being irrelevant in their dealings…

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AKAM Workshops & Conferences

Key account management and customer value in the era of sustainability – 1st AKAM Annual Conference

Many industrial firms have moved from products to offering bundled products and services, redefining the notion of customer value, which is no longer about fulfilling predefined needs but exploring issues with the customer and defining the best answer. Professor Jakob Rehme (Linköping University, Sweden) explained how this approach requires a major change in terms of Account…

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