3. Key Account Selection & Categorisation

5. The Key Account Management Process

7. Portfolio Analysis using Key Account Selection Matrix Account attractiveness = measure of the potential of the key account to yield profit Customer satisfaction - measure of how well we are responding to the customer’s needs SR - Exercise: Brainstorm criteria for each axis - see next slide for sample criteria KASM Methodology - apply portfolio analysis ©Professor Malcolm McDonald - Abridged by RIG 2007

8. KASM Output - KA Selection Matrix They go away and come back with this data in a table DG to create in schematic in PP

9. KASM Output - Account Attractiveness Exercise - DG to run

10. KASM Output - Customer satisfaction SR - Glide does not measure Customer satisfaction. They can only guess. Should they start measuring it? If so, how? And how often? Who should do it?