The document outlines best practices for key account management. It recommends ranking accounts by improvement potential and redeploying resources accordingly. It also suggests understanding customer needs, planning account actions to address problems, setting internal and customer targets, and tying incentives to customer metrics. The key account management process involves analyzing and classifying customers, profiling accounts, planning call activity, reviewing performance, and managing the program.

1. Key Account Management Marketing and Sales Excellence Team Mission : Deliver “World Class” Key Account & Territory Management

4. Territory Key Accounts Regional Key Accounts National Key Accounts Global Key Accounts A model for identifying and rolling-up Key Accounts

5. Key Account Management Process diagrams

7. Process Overview Level 1 2 Key Account Management 3 Territory Management 4 Management Reporting 5 KAM Management and Administration 1 Analyze & Classify Customers

8. 1 - Analyze and Classify Customers

9. 1 - Analyze and Classify Customers Level 2 1.1 Identify/Add Customer/ Modify 1.2 Analyze Customer Details 1.3 Segment Customers 1.4 Validate 1.5 Identify Key Accounts 3.3 Review Performance KA? Non KAs KAs 3.1 Plan Call Activity 2.1 Profile Account

10. 1.1 - Identify/Add Customer Level 3 1.1.4 Determine whether to add Add? No Yes Reject Customer 1.2.1 Enter Data 1.1.5 Management Confirmation 1.1.1 Collect Information 1.1.2 Review Information 1.1.3 Classify Type

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