...Rethinking Key Account Management: adapting and refining your Sales organization’s response to the new realities Managing the future Most executives recognize that the real assets of a company are embedded in the quality of the relationships between the company and its most important stakeholders, such as clients or customers, employees and suppliers. Developing strategic relationships with customers should therefore be a central issue on the CSO’s agenda moreover in current context. Key Account Management is a systematic process for managing key interactions and relationships with most valuable customers. It focuses on the creation, implementation, execution and evaluation of an overall plan to guide the account team in developing new relationships at the C-level, aligning the best resources to the most profitable opportunities and delivering what was promised. Everybody would agree on the strategy, even more when you know that the Pareto principle applies here also with 20% of the customers generating 80% of the revenue/profit. However when looking at our recent CSO Insights’ study, execution seems different: 51% More than half of the companies recognize that they need improvement in selecting key accounts 60% CSO interviewed understand they lose deals because their competitors have established a better relationship with their customer 52% Also recognize their Key Account plan need improvment 2 Why Key Account Management has become increasingly important ...
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...Relationship Management and Key Account Management [Name of writer] [Name of institution] Table of Contents Introduction 1 Customer Relationship Management 1 Customer Relationship Management in Business to Business 1 Customer Relationship Management in Business to Customer 2 Issues related to CRM in B2B and B2C 2 Customer Privacy 3 Technical Immaturity 4 Ownership and Accountability 4 Importance of Customer Loyalty 5 Conclusion 5 References 7 Customer Relationship Management and Key Account Management Introduction This paper intends to focus on the importance and need of customer relationship management for business organizations. The paper will focus the role of customer relationship management in business to business marketplace. In addition to this, the paper will incorporate the role of customer relationship management in business to customer marketplace. The paper will further illustrate the issues which are associated with customer relationship management in business to business marketplace. Issues related to customer relationship management in business to customer marketplace will also be included in the paper. Positive and negative impacts of relations on business dealings will also be discussed in the paper. All of these discussions will help in understanding proper role of customer relationship management in the both B2C and B2B marketplace. Customer Relationship Management CRM i.e. Customer Relationship Management is referred...
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... What you will learn General overview of 802.11 Authentication Methods ▪ WEP ▪ Overview ▪ Key Hierarchy ▪ Encryption/Decryption ▪ WPA ▪ Overview ▪ Key Hierarchy ▪ Encryption/Decryption ▪ WPA2 ▪ Overview ▪ Encryption/Decryption Summary Question and Answer Defense Strategies Monitoring In order to cover the largest amount of information we are going to have make some assumptions: You have a general understanding of the TCP/IP protocol suite ▪ Primarily layers 2 – 3 You have a general understanding of protocol basics You have a general understanding of how Radio Frequency (RF) works Borne out of the IEEE 802 LAN/MAN Standards Committee (LMSC) Part11: Wireless LAN Medium Access Control (MAC) and Physical Layer (PHY) Specifications standard Drop in replacement for Ethernet (802.3) Upper layer protocols should be none the wiser This seamless integration comes at a stiff price – under the hood complexity DSSS Direct Sequence Spread Spectrum 2.4GHz ISM Band ▪ Industrial / Instrumentation, Scientific, Medical (ISM) ▪ 2.400GHz – 2.4835GHz ▪ 14 channels or frequency divisions ▪ 1 – 11 used in the United States 1000mW power maximum ▪ Most devices are 30mW – 100mW CSMA/CA LBT (Listen Before Talk) Exponential back off and retry Collision avoidance via physical carrier sense and Network Allocation Vector ▪ Network Allocation Vector (NAV) ▪ Virtual Carrier Sense ▪...
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...Key Management Cheat Sheet Introduction This Key Management Cheat Sheet provides developers with guidance for implementation of cryptographic key management within an application in a secure manner. It is important to document and harmonize rules and practices for: key life cycle management (generation, distribution, destruction) key compromise, recovery and zeroization key storage key agreement across the organization. Key Management General Guidelines and Considerations Formulate a strategy for the overall organization's cryptographic strategy to guide developers working on different applications and ensure that each application's cryptographic capability meets minimum requirements and best practices. Identify the cryptographic and key management requirements for your application and map all components that process or store cryptographic key material. Use only reputable crypto libraries that are well maintained and updated, as well as tested and validated by 3rd party organizations (e.g., NIST/FIPS) Key Selection Selection of the cryptographic and key management algorithms to use within a given application should begin with an understanding of the objectives of the application. For example, if the application is required to store data securely, then the developer should select an algorithm suite that supports the objective of Data-At-Rest (DAR) security. Applications that are required to transmit and receive data would select an algorithm suite that supports...
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...Literature Review When dealing with patients' sensitive medical records, it's always important how one also deals with medical images that should also be kept private. Health Insurance Portability and Accountability initiated on April 14, 2013 by the federal government, establishes all relevant standards to address the issue of privacy protection. The HIPAA requires for integrity and confidentiality in all of current, previous and future from hospitals, doctors, and other relevant professionals. In an era where digital technology has become of major importance, there is a series of medical images that can now be kept in digital format and become quite easy to retrieve, store and preserve. Watermarking – An Essential Aspect for the Protection of Medical Images A. Ethical reasons and relevant legislation define Medical Information Assurance & Watermarking Medical directions. USA's HIPAA and Europe's EC 95/46 Directive are the major legislations defining relevant directions. When dealing with medical information records, thus, which involve a series of clinical examinations, diagnoses, and EPR images, three major security attributes should be considered: • Confidentiality: only authorised users can view and evaluate medical information; • Availability: Scheduled accessing periods should be set when entering the information system containing the medical data; • Reliability: The information should be examined by authorised people and not changed by unauthorised...
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...PROCEDURE FOR KEY MANAGEMENT 1.0 Introduction Proper procedures for management of keys are vital for both safety and security. These procedures are made known after realizing that one of the main reason for lost of items is because of the weakness in office key management system. 2.0 Purpose The purpose of these procedures is to standardize the office key management system that has to be implemented by all Cost Centers. 3.0 Responsibility 3.1 Occupational Safety and Health Committee have decided that the following officers are held responsible for office key management system at their respective Cost Center :Responsible Officer Manager or Senior Manager Assistant Manager, Manager, or Senior Manager Hostel Assistant Manager Cost Center Department/Center/Unit Faculty Hostel 3.2 For Cost Centers without the above officers, the management of these keys will be under the responsibility of their respective senior officer. 4.0 Classification of Key Categories 4.1 Office key can be classified into three categories:i. Reserve Keys – these key (main entrance door key, room door key where keys are kept, key box cabinet key) is the duplicate keys which are handed over to Security Department for use in emergency only. These keys are not given to anyone except to the officer in-charge during emergency and only with permission. ii. Daily Keys – office keys which are kept by Cost Centers. iii. Crucial Areas Keys – office keys which are in crucial areas. The keys under...
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...emj.2006.03.005 European Management Journal Vol. 24, Nos. 2–3, pp. 151–162, 2006 Ó 2006 Elsevier Ltd. All rights reserved. 0263-2373 $32.00 The Underlying Vulnerabilities in Key Account Management Strategies NIGEL PIERCY, Warwick Business School NIKALA LANE, Warwick Business School Recent years have seen substantial growth in the development of Key Account Management (KAM) systems and structures to meet the escalating demands faced by suppliers from major businessto-business customers. KAM promises to replace adversarial buyer–seller relationships with cooperation, joint problem-solving and integration in a new model of buyer–seller interaction. Large expenditures have been made by many major companies in building KAM and similar strategies, in the face of ever-growing demands of powerful, large customers. However, these structures appear frequently to have been built on assumptions which are increasingly dubious. There is a compelling case for arguing that in many cases KAM strategy is fatally flawed and will, in the long term, fundamentally damage many of the supplier companies which have invested in this route to market. The challenge is to understand better the inherent weaknesses in KAM strategy to balance these against the potential benefits, and to develop more robust strategic alternatives to managing relationships with major customers. Ó 2006 Elsevier Ltd. All rights reserved. Keywords: Key account management, Strategic account management, Buyer–seller relations, Buyer–...
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...GLOBAL ACCOUNT MANAGEMENT Introduction Due to globalization of economics, advances in communication and information technologies, rapid changes in global market and consumers and availability of a transnational media, makes the world an enormous borderless marketplace. Accordingly many of multinational companies have adopted global account management as a substantial strategic account and integral part of global marketing, and have focused on global consumers’ important demands. Global vs. Nation Account Management Global account management (GAM) emerged as a plan or process of relationship focusing on future of global client’s major demands, and understands them towards to increasing the return on company’s and stakeholders’ investments. Then companies must gain proper perceive of their customer’s demands, and tailoring their approach according to their customer’s needs (Woodburn & McDonald, 2011, pp.5-7). Nation or domestic account management implies on delivering service or serving the demands of consumers that are located in a nation or region; on the other hand, global account management is refer to delivering services or serves the customer’s demand throughout the world. Accordingly multinational companies needs to adopt larger accounts based on their multiple locations around the world while domestic or nations companies doesn’t needs to (Honeycutt et al, 2003, p.102). Then it is obvious that GAM’ faces larger and more sophisticated challenges, and in compare...
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...KEY ACCOUNT MANAGEMENT Key Account Management (KAM) is a professional sales approach which involves the supplier and client’s business working together to gain understanding of each other business and achieve common goals. Identifying your key clients allows you to then work with their Architects, Engineers and Contractors, taking a more holistic approach to your specification strategy. This is not a simple Buyer-Seller relationship, you need to involve people from all aspects of your business and work together with your client’s business to find better ways of doing things. Cost savings are achieved by re-engineering processes, reducing inventory and avoiding unnecessary activity. Cost savings are also achieved as a result of a better understanding of each others business, and importantly, are shared by both parties. Key Account Management allows you to deliver what you customer truly wants. 1 Why should you offer Key Account Management? Unless your company has the lowest cost base in its sector it cannot expect to succeed with a policy of cutting prices. The alternative is to offer your customers best value. Key Account Management will help you to understand your client’s business, propose new ways of doing things and build stronger business relationships. Making it much harder for your competitors to sell to your customers. By entering into KAM relationships you will: • build stronger relationships with your customers • gain an advantage...
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...Key to key account management: relationship (guanxi) model Y.H. Wong Department of Business Studies, Hong Kong Polytechnic University, Kowloon, Hong Kong Introduction There are three major marketing problems facing most international firms today: the difficulty, arising from product range diversity, of segmenting its customers and maintaining long-term relationships with key customers; second, the obstacles of obtaining long-term business contracts from big multinationals; and third, how do the firms evaluate the relationship quality of their key customers? McDonnell Douglas, Peugeot and Japanese retailer Yaohan are all fighting for higher market shares in China because they are shaken down by the Government’s policy swings and railroaded into bad partnerships with key customers who mainly squeeze for advanced technology (Clifford et al., 1997). Many companies receive a big percentage of their sales from relatively few customers. Key account management has been increasingly important in international markets. Key account programs differ considerably across countries and firms, but all organizations have to decide how to identify their own major accounts and how to organize for effective relationship building with them. The purpose of this article is to assist organizations to determine the positioning of their major customer relationships so as to formulate key account relationship marketing strategies and implement them effectively in China and other Asian countries. This...
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...Sales Organization Forms from export department to global key account management, application in B2C- vs. B2B-markets Table of Content 1. Sale management in the 21st century 2. Selling in B2C vs. B2B markets 3. Sales Organization • Vertical Structure • Line Organization • Line and Staff Organization • Horizontal Structure • Geographic Organization • Product Organization • Organization by Customer type or market 4. Organizing to serve global key accounts Sales Organization 2 Sale management in the 21st century • customer’s perspective, expectations and needs are changing • salespeople are expected to be connected and available whenever the customer want → changes affect every aspect of sales management: from the way the sales department is structured to the selection, training, motivation and compensation of individual salespeople 3 Selling in B2C vs. B2B markets • B2C: direct sellers residential real estate brokers retail store salespeople • B2B: sales to resellers sales to business users sales to institutions goods and services are more expensive and technically complex customers tend to be larger and to engage in extensive decision-making processes involving many people → Success in either type of selling requires: - - - - interpersonal and communication skills solid knowledge of the products being sold ability to discover the customer’s needs creativity to...
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...An account manager is a person in a business who is responsible for the management of the sales and relationship with particular customers. They are allocated particular customer accounts, especially the key accounts which provide the most business. The Account manager varies depending on the nature of the business. The account manager builds client relationship by acting as the interface between the customer service teams and sales teams within a company. By maintaining the company’s existing relationship with a client or group of clients in order that they will continue using the company for business. It also involves identifying potential new clients and business opportunities and persuading new customers to place business with the company. Account managers are responsible for working with clients to identify their needs and work out how the company can best meet those requirements, in order that the client does not decide to place business elsewhere. Depending on the size of the company, account managers might manage a single account or they may have a whole portfolio of clients. An account manager might have responsibility for an account at national level or at global level. Global account managers and national account managers may work together in a hierarchical or matrix structure. The trend is to move responsibility for the major key accounts to the global level.[1] [edit] Key account manager Key account management goes beyond sales to plan and manage the full relationship...
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...How to Succeed at Key Account Management Key account management (KAM) is one of the most important changes in selling that has emerged during the past two decades. KAM is a radically different organizational process used by business-to-business suppliers to manage their relationships with strategically-important customers, and it produces measurable business benefits. Not surprisingly, smart suppliers are keen to implement KAM. But, sadly, many KAM implementations fail and are abandoned. In other cases, suppliers find that they have to make big changes to the KAM programs to get them to function. The good news is that many of these failures are unnecessary. KAM is a major change, but the chances of success can be dramatically increased by following the seven steps described here: Step One: Recognize that KAM is an organizational change, not a sales technique. KAM implementations take years, not months. The companies which have implemented KAM most successfully have been those who thought of it as a change in the way they did business, not as something that is confined to the Sales department. Suppliers who fail at KAM tend to think of it as being an initiative within the sales department. This approach is doomed to failure. KAM is a commitment to work differently with certain priority customers and, to fulfill this promise, other supplier divisions have to understand and support KAM. One obvious example is supply chain management. If a key account is promised priority access...
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... What is Strategic Account Management? * Strategic account management is a systemic process for managing key interactions and relationships with critical accounts * 20% of customers generate 80% of the revenue/profit * Strategic accounts tend to provide a disproportionate share of a firm’s revenue/profit * Must manage account relationships, and be accountable for ongoing and long-term financial growth 2. 3. What are the benefits of Strategic Account Management? * Strategic account management can offer a competitive advantage, the key to greater loyalty, and the road to higher profitability * A well-designed and well executed strategic account management program can minimize, or in some cases, eliminate competition 4. What are the challenges of implementing Strategic Account Management? * Programs falter when firms underestimate the time, resource requirements, and complexity of rolling out the program * Creating a systemic way to manage strategic accounts is a little like putting down the road as you’re driving on it * You must maintain your firm’s financial performance while reinventing the way it serves its most critical customers. This is perhaps the greatest challenge in implementing strategic account management. 5. Create cross-functional executive leadership * This leadership helps create and communicate the urgency that ensures organizational commitment to strategic account management * These cross-functional...
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...SQL Server 2012 Security Best Practices - Operational and Administrative Tasks SQL Server White Paper Author: Bob Beauchemin, SQLskills Technical Reviewers: Darmadi Komo, Jack Richins, Devendra Tiwari Published: January 2012 Applies to: SQL Server 2012 and SQL Server 2014 Summary: Security is a crucial part of any mission-critical application. This paper describes best practices for setting up and maintaining security in SQL Server 2012. Copyright The information contained in this document represents the current view of Microsoft Corporation on the issues discussed as of the date of publication. Because Microsoft must respond to changing market conditions, it should not be interpreted to be a commitment on the part of Microsoft, and Microsoft cannot guarantee the accuracy of any information presented after the date of publication. This white paper is for informational purposes only. MICROSOFT MAKES NO WARRANTIES, EXPRESS, IMPLIED, OR STATUTORY, AS TO THE INFORMATION IN THIS DOCUMENT. Complying with all applicable copyright laws is the responsibility of the user. Without limiting the rights under copyright, no part of this document may be reproduced, stored in, or introduced into a retrieval system, or transmitted in any form or by any means (electronic, mechanical, photocopying, recording, or otherwise), or for any purpose, without the express written permission of Microsoft Corporation. Microsoft may have patents, patent applications, trademarks, copyrights, or other intellectual...
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