Stakeholder Mastery 3.0 – The Six Steps You Must Take
In 2016 I wrote a post on the five foundation steps for stakeholder management success in key account management, that was well received and guided lots of leaders. A lot…
Five Critical Customer Conversations
Every conversation matters There are very few areas in your life where you can avoid speaking to others whether over the phone, face-to-face and now digitally. We all need to…
Becoming the expert for your customer
Are you really THE expert? Research. Research. Research. We know we’re supposed to do it. The good ones do, the bad ones do very little, and then the great ones…
The 10 Immutable Laws Every Business Needs to Follow
Do you really want to be in the same place with your customers six months from now? No one does! Yet thousands of professionals feel that frustration or deep knowing…
Why change may make your customer results worse
What changes are your customers making today that may impact your relationship tomorrow? This is one of a dozen questions every organisation and key account team must ask. Why? Because…
The single most important skill in key account management
What if leadership was what we really needed in key account management today? Warren Buffett was once quoted saying: "When the tide goes out you find out who's been swimming…
Are You Ready To Take Advantage Of Hyper Adaptation?
The New Normal On March 1st, 2020 the world was hit with a global pandemic that literally transformed the way every business viewed themselves, their markets and their own position…
Why Your Organisation Needs A Customer Crisis Plan
Defining Crisis When we think about crisis we can often immediately cast our minds to natural disasters, global emergencies and PR scandals. In reality, crises can take many forms and…
How To Solve Problems You Didn’t See Coming
It’s a VUCA World Have you ever been really vulnerable? In a place that you’ve never been before? Answers seem distant and hard to reach. Those around you are silent,…
KAM Customer Life Cycle
How do you know what to do at the different stages in your customer relationships? This is such an important question yet most organisations have not established a clear distinctive…