ABB and Caterpillar (A): Key Account Management Harvard Case Solution & Analysis

This case addresses a number of issues facing the key account manager assigned to handle one of the major clients of the company, but one that is just about to walk out the door. The cases demonstrate the effort to turn the situation around, including the expansion of knowledge of the client’s business and industry, cross-company team building and management, continual improvement. Learning objectives: training goal is to demonstrate how key customers may be the most productive way to increase sales and profits: sell more to existing customers. This requires a well-coordinated and sometimes difficult actions with the business units and divisions. The case underlines the need for the whole team, not just the key account manager to take the time to build relationships with customers and become more customer-centric. There are some interesting questions about who should make the decisions, to have power, and where the P & L should live. They depend, ultimately, on the history and culture of the organization. “Hide
for Winter Nie, Thomas E. Vollmann, Inna Francis Source: IMD 8 pages. Publication Date: July 27, 2007. Prod. #: IMD333-PDF-ENG

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