K.A.M. (Key Account Manager) must understand his account well in terms of
a) Official Organisation Chart
b) Decision Making Flow in the organisation
c) Political centers of pseudo power
d) Authorization pattern for the order
e) Existing Competition and the respective Man Fridays for each competition
K.A.M. selling is triggered by Relationship Selling.
I strongly recommend all KAM Managers to follow S.W.I.T.S. for nurturing Relationships.
Sorry – Take Targets of number of times that you will say “Sorry” to your client today. When you want to say “Sorry”, you will definitely get reasons for the same.
Wish – It is a good practice to wish a customer on his birthday, anniversary, business anniversary etc
Inform – A communication of forthcoming eventuality on time is always welcome by the customer.
Thanks – Please thank your customer for everything possible.
Share – A communication , wherein you put in your own knowledge and wisdom before conveying a message to the customer.
Always make a T-Call in K.A.M. Selling
When you come out of a call in KAM, on your way out , you are bound to meet a T-junction. Make an effort to meet the two persons who are sitting on either side of T- junction and introduce yourself and your products.
This helps you in understanding the organisation faster at different levels.
NB: All those of you who are into KAM, can contact me on 9970506000 for further discussion on the same.