With changing dynamics and business models in the legal sector, Key Account Management (KAM) in firms continues to have a central business development objective. Increasingly, our Client Advising Team are working with several clients to help them devise a methodical approach to this discipline, which is in fact a fundamental part of any CRM programme. In this blog series, our APAC Client Advisor; Tennille Roache explains how to articulate the key components of a well thought through and consistent key account management programme.
Review and Reflect to Keep Your Key Account Management Programme Relevant
Do you know if your firm’s key account management programme is genuinely working? The only way to know is by regularly reviewing and reflecting on the programme – and making changes where needed. No plan or programme is ever set in stone or static!
Don’t Throw the Baby Out with the Bath Water – There’s Another Way to Facilitate CRM Adoption
Often, CRM adoption isn’t a success in firms, not because of the technology system in use, but because users don’t appreciate the value the discipline can provide them. Time and again, I hear about firms wanting to ‘change’ their CRM system. What they need to do is ‘change’ the perception and positioning of the discipline so that it becomes relevant to the organisation.