How to build a key account management

Many restructuring projects are based on more customer centricity. There is a way of dealing with this by introducing "advocate circles" per customer group (see article "manifest customer centricity"). In this example here mytpt was used to develop a rather traditional key account management structure in good old matrix fashion. 

Meet your team for this case:

We have 5 people and 3 roles within the circle called "Key Account Management". 

What do they do as a team?

The delivery of products and service in the best possible way, by managing clients and running projects is the very basic description in the circle tool. Make sure to add more details with time, when working on this yourself.

The team has defined 3 meetings:

• a Monday morning meeting to discuss what will happen during the coming week
• a Friday check-out to see if goals were matched in the ending week
• and a strategy meeting every 6 months

As admin tasks they have planned:

• a birthday list - but is has not yet been defined who will take care of it ("no owner selected")
• team events, that's Saba's job in this circle
• and meetings reports

What is a Key Account Manager?

In this comapyne the KAM is responsible to manage the entire client across all projects, some example tasks are budget control and forecast. We have 3 KAMs in this team: Benni, Saba and Susanna.

Clients

In a KAM structure the organization is built around the clients. Here in mytpt the clients can be organized as "domains". Why? Because a domain defines clear repsonsibility, with 1 name only as owner, and that is exactly what we need here.

Benni

Benni is KAM (role) and responsible for client B (domain).

Saba

Saba is also KAM (role) and responsible for client C.

Susanna

Susanna is the 3rd KAM (role), repsonsible for client A (domain). At the same time she is "Head of KAM" (single owner role) and in this role lead of the circle "Key Account Management".

Furthermore show owns 2 more domains: the "sales objectives" and the "KAM budget".

Her role as "Head of KAM" is also defined - in this case in a lateral management form with focus on enablement, as well as service quality and growth.

In the role tool (image below) you can see that her 2 domains are not attributed t her directly, but they are part of the role "Head of KAM". As she owns that role, the domains appear in her focus mode, but the grey pill inside these cards indicate the domain ownership.

Projects

Although mytpt is not a project management tool to organize day-to-day tassk, in can make sense to list big, long-term projects to overview the workload of your people. In this case, the company has created a role "project manager" to take care of the projects, and assigned 2 people:

Efficiency is at the core of the PM job and the tasks include the classics, like time, budget and resources. In this team there are 2 project managers: Grant and Besty.

Grant

Grant is project manager (role) and lead for "project A for client A" (project):

Besty

Besty is also product manager (role) and lead for "project B for client A" (project).

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