1. Benny Nyberg
Global Key Account-
Program/Project Manager
Key Account Management
January 3, 2009

2. Benny Nyberg PMP
Global Key Account-
Program/Project Mng
For Customer Satisfaction and Predictable Value CreationFor Customer Satisfaction and Predictable Value Creation - 2 -
What is Account Management?
 An ongoing relationship aiming to maximize benefit for
both customer (the Account) and supplier
 Key Account sales typically include a variety of
deliverables, e.g. capital equipment, systems or
solutions, products and services
 A Global Account is served in both domestic and
international locations
 A large account may have a number of concurrent
contracts/projects with several project or contract
managers each responsible for their deliverables

3. Benny Nyberg PMP
Global Key Account-
Program/Project Mng
For Customer Satisfaction and Predictable Value CreationFor Customer Satisfaction and Predictable Value Creation - 3 -
Account Management resources and process
 Each account team is staffed with resources matched to
the complexity of their deliverables and overall needs for
serving the account
 Maximized value is provided by resources mastering
and maintaining a vast knowledge of the customer's
business, competition and latest industry news
 Consistent service, contract delivery and fulfillment of
customer expectations is managed using common lean
processes

4. Benny Nyberg PMP
Global Key Account-
Program/Project Mng
For Customer Satisfaction and Predictable Value CreationFor Customer Satisfaction and Predictable Value Creation - 4 -
Account Manager responsibilities
 The Account Manager serves as the primary business
contact for the customer and is ultimately responsible for
customer satisfaction
 The AM must possess excellent knowledge of the
customer's business, competition, latest industry news
and the capabilities of his/her company
 The AM consistently provides excellent customer
service and is an ambassador for the account and
his/her company, i.e.
 represents the client needs and goals within the organization
 represents the company’s interests in all transactions and
effectively communicates all offerings to the customer

5. Benny Nyberg PMP
Global Key Account-
Program/Project Mng
For Customer Satisfaction and Predictable Value CreationFor Customer Satisfaction and Predictable Value Creation - 5 -
Account Management responsibilities
 The AM works closely with each project team to
maintain a continuous knowledge of project status in
order to identify potential issues and/or opportunities
within or related to the project
 The AM has the overall responsibility to ensure
 that client issues are dealt with in an efficient manner
 conflict resolution and contract compliance
 that all processes and procedures are completed and quality
standards are met
 The AM is always aware and in pursuit of opportunities
for account growth and new business

6. Benny Nyberg PMP
Global Key Account-
Program/Project Mng
For Customer Satisfaction and Predictable Value CreationFor Customer Satisfaction and Predictable Value Creation - 6 -
Account Manager abilities
 The AM must be an excellent communicator,
relationship builder and leader, to
 communicate well with customer personnel at all levels, gather
information and understand their needs
 encourage new and repeat business opportunities
 lead and mentor account teams with a customer first attitude
 A Global AM needs good cultural awareness and be
sensitive to different expectations and ways of doing
business