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“HoW” of KAM - Growing organizations

Kazim Ali Khan Ma Foi Randstad India

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

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

with diverse service portfolio 2. Dilemma of Service Delivery Enhancements 3. Strategy – Sector/practice specific focus

To focus - Accounts and not clients

To focus - Accounts and not clients

If that so…

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

3. Managing for earnings 4. Priority or Opportunitistic development Strands of business strategy – in a

But important is…How

But important is…How

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

landmines 5. Developing work plan – Task, process & Relationship 6. Measuring results with framework

Role

• Conflict Management

• Relationship focused

Role • Conflict Management • Relationship focused

Not necessarily…

1. Acquiring clients per se

2. Extension of selling process

3. Failure reporting source

4. Claim/credit processing

5. Adjudicating mechanism

per se 2. Extension of selling process 3. Failure reporting source 4. Claim/credit processing 5. Adjudicating

Boundary Spanning

1. Focus Areas with expectations

2. Subject of Conflict

3. Line of Responsibility

4. Role holders

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

Landmines

1. Role of KAM

2. Accountability Matrix

3. Alignment with business

4. Turf claims and role holders

5. Positioning of KAM – Business ops

2. Accountability Matrix 3. Alignment with business 4. Turf claims and role holders 5. Positioning of

Work plan

Work plan

Framework (o-w-p)

Parameters

Client

Consulting Co.

Opportunity

   

Willingness to work

   

Propensity to invest

   

Interest

Services

Expectations

Role

Common

Conflict

SBU I

SBU II

SBU III

Conflict

Nature

freq

Source

Type

Criticality

 

Behavioral, interpersonal, technical, critical incidence etc

 

Culture, Role, Communication etc.

Task, relationship or process

 

Service charter ?

Service charter ?

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!

? 4. Develop – Work plan ? 5. - Secure Buy in ? 6. Focus –
Thank You!

Thank You!