Concept of KAM - With inputs (representative) from best-of-breed companies world wide

1. “HoW” of KAM - Growing organizations
Kazim Ali Khan Ma Foi Randstad India

2. KAM - Extra radial for more mileage
1. Growing company with diverse service portfolio
2. Dilemma of Service Delivery Enhancements
3. Strategy – Sector/practice specific focus

3. To focus - Accounts and not clients

4. If that so…

5. Focus
1. Investing for Growth
2. Maintaining market position
3. Managing for earnings
4. Priority or Opportunitistic development
Strands of business strategy – in a growing economy

6. But important is…How

7. 1. Mind sharing
2. Articulating need (e.g. what it isn’t)
3. Understanding workmanship – KAM resources
4. Recognizing landmines
5. Developing work plan – Task, process &
Relationship
6. Measuring results with framework

8. Role
• Conflict Management
• Relationship focused

9. Not necessarily…
1. Acquiring clients per se
2. Extension of selling process
3. Failure reporting source
4. Claim/credit processing
5. Adjudicating mechanism

10. Boundary Spanning
1. Focus Areas with expectations
2. Subject of Conflict
3. Line of Responsibility
4. Role holders

11. Landmines
1. Role of KAM
2. Accountability Matrix
3. Alignment with business
4. Turf claims and role holders
5. Positioning of KAM – Business ops

12. Work plan

13. Framework (o-w-p)
Parameters Client Consulting Co.
Opportunity
Willingness to work
Propensity to invest

14. Interest
Services Expectations Role
Common Conflict
SBU I
SBU II
SBU III

15. Conflict Nature freq Source Type Criticality
Behavioral, interpersonal,
technical, critical Culture, Role, Task, relationship
incidence etc.. Communication etc. or process

16. Service charter..?

17. 1. Classify – Portfolio of Accounts ?
2. Investigate – Perspectives ?
3. Build – Bridges ?
4. Develop – Work plan ?
5. Secure - Buy in ?
6. Focus – Honoring commitment ?
7. Measure – Contribution!

18. Thank You!