SlideShare a Scribd company logo
Group 5
Avinash Singh (GSEP13CMM023)
Kautilya Tyagi (GSEP13CMM026)
Prajakta Talathi (GSEP13CMM031)
Vihaan Chaudhary (GSEP13CMM037)
 Disconnect with customer, dictating terms while deciding price, delivery times, and
quantity.
 No understanding of each other’s business models among ABB and Caterpillar.
 No defined roles and responsibilities within ABB.
 BU not ready to work in synergy with GAM to manage current key accounts like
Caterpillar.
 No training or communication with BU to define the functions of GAM and their
importance.
Mend
strained
ties with
Caterpillar
by fulfilling
all their
demands.
Create a
steering
committee
comprising
of ABB and
Caterpillar
Follow a
network
oriented to
develop co-
creation of
value.
 Implement Global Customer Management (GCM) program.
 Incorporate Network-oriented approach to manage Customer relationship.

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ABB and Caterpillar: Key Account Management

  • 1. Group 5 Avinash Singh (GSEP13CMM023) Kautilya Tyagi (GSEP13CMM026) Prajakta Talathi (GSEP13CMM031) Vihaan Chaudhary (GSEP13CMM037)
  • 2.  Disconnect with customer, dictating terms while deciding price, delivery times, and quantity.  No understanding of each other’s business models among ABB and Caterpillar.  No defined roles and responsibilities within ABB.  BU not ready to work in synergy with GAM to manage current key accounts like Caterpillar.  No training or communication with BU to define the functions of GAM and their importance.
  • 3. Mend strained ties with Caterpillar by fulfilling all their demands. Create a steering committee comprising of ABB and Caterpillar Follow a network oriented to develop co- creation of value.
  • 4.  Implement Global Customer Management (GCM) program.  Incorporate Network-oriented approach to manage Customer relationship.