Episodios

  • Are You the Only One Who Cares About the Customer?

    Are You the Only One Who Cares About the Customer?
    Mar 31 2026

    You're accountable for the customer relationship, but you control almost none of the resources that deliver it. That gap is where key account managers go to die.

    Chasing, begging, negotiating favours with colleagues just so you can do your job. It's not incompetence, it's the system. This episode explains what's actually going on and gives you practical ways to build influence without authority — and stop feeling like the enemy is inside the building.

    Transcript + Episode Copilot: Read the full transcript and chat with an AI trained on this episode (apply it to your accounts): https://podcast.thekamclub.com/episodes/68


    HIGHLIGHTS

    • (00:00) The scenario that kills key accounts — chasing ops, begging product, fighting finance
    • (00:49) Why internal coordination is so hard — it's structural, not personal
    • (01:35) "Loose coupling" — why separate functions don't automatically add up to a good customer experience
    • (02:38) Reframe: you're not begging — you're practising influence without authority (and that's a leadership skill)
    • (03:25) Move #1: understand their world before you ask for anything
    • (03:55) Move #2: build relationship equity before you need to spend it
    • (04:13) Move #3: make things easier, not harder — come with solutions, not just problems
    • (04:50) Move #4: make their contribution visible — recognition is currency, spend it generously
    • (06:26) How to decide which internal battles are worth fighting — and which to work around
    • (08:08) What good looks like for leaders: coordination mechanisms, aligned incentives, and air cover for KAMs


    NEXT STEPS

    Pick one internal relationship that's currently transactional and do this:

    • Identify someone you only contact when you need something
    • Send a message today: "I'd love 15 minutes to understand what you're juggling right now"
    • In that conversation, ask about their challenges — don't pitch yours
    • After the next win, make their contribution visible — an email, a shout-out, something small with big ROI

    RESOURCES

    • Book: Increasing Your Influence at Work for Dummies https://amzn.to/4bYfPS0

    WANT MORE?

    • Weekly newsletter, Account Minded: https://newsletter.thekamclub.com
    • The KAM Club (community + training + templates): https://www.thekamclub.com
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    11 m
  • It's OK to Ignore Your Clients. Here's Why.

    It's OK to Ignore Your Clients. Here's Why.
    Mar 17 2026

    Neglecting accounts is inevitable. The question is whether you're doing it on purpose.

    Most portfolios run on autopilot — reactive, loud-first, comfortable-first. This episode gives you a practical framework to manage active, maintenance, and dormant accounts with intention, not accident.

    Transcript + Episode Copilot: Read the full transcript and chat with an AI trained on this episode (apply it to your portfolio): https://podcast.thekamclub.com/episodes/67


    HIGHLIGHTS

    • (00:00) The juggling reality — 3 loud accounts eating your calendar while others quietly drift
    • (00:30) Why unequal attention isn't laziness — it's maths
    • (01:38) Stage 1 – Active accounts: the over-servicing trap and Gartner's "zone of wasted effort"
    • (02:30) Stage 2 – Maintenance accounts: your most profitable tier, and why drift is the silent killer
    • (03:21) Stage 3 – Dormant accounts: healthy vs. unhealthy dormancy — the difference is intentionality
    • (04:55) Comfort bias: why you keep calling the easy clients and avoiding the high-potential ones
    • (05:52) The reactive trap — loud ≠ important, quiet ≠ fine
    • (07:41) Managing active accounts: set boundaries, focus on strategic value, cut ad hoc requests
    • (12:06) Managing maintenance accounts: minimum viable relationship + a cadence that brings value
    • (14:09) Dormant re-engagement: two word-for-word scripts to reconnect without the awkward apology


    NEXT STEPS

    Pick one account from each stage in your portfolio and ask:

    • Is this account active, maintenance, or dormant — and did I consciously decide that?
    • Am I over-servicing any active account at the cost of others? Where do I set a boundary this week?
    • For maintenance accounts: when is my next check-in, and what value am I bringing to it?
    • For dormant accounts: is this intentional or accidental? If accidental, reach out this week.


    RESOURCES

    • Template: Key Account Management Charter — The KAM Club


    WANT MORE?

    • Weekly newsletter, Account Minded: https://newsletter.thekamclub.com
    • The KAM Club (community + training + templates): https://www.thekamclub.com
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    26 m
  • Your Pipeline Is Mostly Fiction (And You Know It)

    Your Pipeline Is Mostly Fiction (And You Know It)
    Mar 5 2026

    If you dread your pipeline review, it's probably because you know what's really in there. Duds. Deals you've been carrying for quarters, numbers you've inflated, dates you've pushed...all because the pipeline has to look full, even when you and your boss both know it isn't.

    It's not laziness and it's not a bad quarter. It's a pipeline built for appearances, not outcomes. This episode gives you a 3-question audit to cut what's dead, replace it with what's real, and walk into your next review with numbers you can actually stand behind.

    Transcript + Episode Copilot: Read the full transcript and chat with an AI trained on this episode (apply it to your deal): https://podcast.thekamclub.com/episodes/66


    HIGHLIGHTS

    • (00:00) The end-of-quarter ritual — nudging dates, adjusting probabilities, performing confidence
    • (01:33) The dead deal confession — carried for 8 months, knew it was gone almost the entire time
    • (02:17) Why B2B buyers really say no — 3 reasons from post-rejection interviews, none of them price
    • (04:26) McKinsey: sales experience is twice as important as buyers admit; service is the #1 driver
    • (05:11) Every rejected deal was in someone's forecast — and the seller already knew
    • (05:58) The 3 honest questions — need, access, and economic alignment
    • (08:28) Gartner: too much unqualified pipeline makes sellers measurably less productive
    • (09:04) Clearing deadweight isn't the finish line — what you build to replace it matters more
    • (15:59) Win rate as evidence — how to make the quality argument to your boss without losing the argument
    • (21:40) The goal isn't a smaller pipeline — it's one you can walk into and defend with a win rate you're proud of


    NEXT STEPS

    Run your pipeline through the 3-question audit this week:

    1. Do you understand what they actually need — in their language, not yours?
    2. Do you have the real decision maker on side, and can you honestly overcome any incumbent?
    3. Can you quantify the value in their terms — real budget, real urgency, real timeline?

    Then

    • Name one specific opportunity to replace each deal you remove — not a placeholder, a real one.

    RESOURCES

    • Template: Pipeline Alignment Audit — The KAM Club
    • Research: How to Unlock Growth in the Largest Accounts — McKinsey B2B purchasing decision survey (1,000+ large buyers)
    • Research: The DNA of Top Sales Organizations — Gartner on seller productivity and unqualified pipeline volume
    • Podcast: Your Best Accounts Are About To Leave You — The KAM Club (previous episode)


    WANT MORE?

    • Weekly newsletter, Account Minded: https://newsletter.thekamclub.com
    • The KAM Club (community + training + templates): https://www.thekamclub.com
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    23 m
  • Your Best Accounts Are About to Leave You — Here's Why

    Your Best Accounts Are About to Leave You — Here's Why
    Feb 26 2026

    The client about to leave you isn't the difficult one. It's the one you haven't worried about in years. That's a problem.

    Three traps drive most of these losses: your excellence gets taken for granted, your achievements are forgotten, and your proposals are generic when they should be the most compelling document in the room. Each one is fixable — if you start early enough.

    Transcript + Episode Copilot: Read the full transcript and chat with an AI trained on this episode (apply it to your account): https://podcast.thekamclub.com/episodes/65


    HIGHLIGHTS

    • (00:00) The uncomfortable truth — your best accounts are often your most exposed at renewal
    • (00:44) A 5-year account, consistent delivery, solid relationship — then a new stakeholder ended it
    • (02:12) Trap #1: The habituation trap — your excellence becomes their normal
    • (03:10) Trap #2: Evidence decay — the person renewing wasn't there when you earned the trust
    • (04:11) Trap #3: The generic proposal trap — your competitor tells a story; you recycle last year's deck
    • (04:54) The reframe: a renewal isn't a moment — it's a memory
    • (07:23) Satisfied clients still leave — commitment, not satisfaction, predicts retention
    • (08:43) Goodwill clients vs. habituation clients — and why mixing them up costs you the deal
    • (10:35) Close gaps visibly — a fix no one sees is a fix that never happened
    • (11:06) The renewal readiness audit: 5 questions, 15 minutes, one account


    NEXT STEPS

    Pick one account with a renewal in the next 12–18 months and work through these:

    • Name three specific loyalty drivers — not "good service," the actual things that would hurt to lose
    • Audit your evidence: what have you achieved together in the last 12 months, and is it documented and quantified?
    • Identify one unresolved gap and make sure the client sees you actively working on it this week
    • Map new stakeholders from the last year and schedule time to tell them the story — before they're the ones deciding your future


    RESOURCES

    • Research: Managing Retention in Service Relationships — Sam Aflaki & Ioana Popescu, INSEAD
    • Research: Understanding the Effect of CRM Efforts on Customer Retention and Customer Share Development — Peter C. Verhoef, Journal of Marketing (Oct 2003)
    • Article + Template: How to Crush B2B Customer Retention with Capture Plans

    WANT MORE?

    • Weekly newsletter, Account Minded: https://newsletter.thekamclub.com
    • The KAM Club (community + training + templates): https://www.thekamclub.com
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    16 m
  • Why the Account Plans You Work Hardest On Go Nowhere (We Can Change That)

    Why the Account Plans You Work Hardest On Go Nowhere (We Can Change That)
    Feb 24 2026

    Be honest: when did your account plan last help you decide something? Here's why all that hard work building it was a waste of time (and how to stop that happening).

    You spent two days on it. You presented it. They nodded. And then nothing. This episode breaks down the five ways account plans fail — and introduces the Five Fingerprints method: a simple approach that builds a plan your client actually helps shape, owns, and uses.

    Transcript + Episode Copilot: Read the full transcript and chat with an AI trained on this episode (apply it to your accounts): https://podcast.thekamclub.com/episodes/64


    HIGHLIGHTS

    • (00:00) The real question — when did your account plan last help you decide something?
    • (01:09) A story: the client who said "this looks like your priorities, where are ours?"
    • (02:27) The 5 failure modes — solo build, compliance plan, assumption stack, over-engineered blueprint, secret plan
    • (05:52) The stat that stings — only 21% of account plans capture value for both sides
    • (06:28) What a dead account plan feels like from the client's side (McKinsey research)
    • (07:11) How dust on your plan becomes your competitor's best sales tool
    • (08:57) The real fix — shared understanding, not a better template
    • (09:24) The Five Fingerprints method — one idea, five people, honest reactions
    • (10:54) Fingerprints 2–5 — internal ally, different customer voice, your manager, and you as synthesiser
    • (14:37) The only action that matters this week — one account, one blank page, one goal, one obstacle


    NEXT STEPS

    Pick your most important account and do this before Friday:

    • Write down one shared goal and one obstacle — in two sentences, not a slide deck.
    • Send it to your main contact and ask: "Am I seeing this right?" — not as a meeting, as a 20-minute call.
    • Identify one internal person whose team is most relevant to that goal and ask what they could do in 90 days.
    • Bring your manager in early — not for sign-off, but as a partner. Ask where they see internal blockers.


    RESOURCES

    • Worksheet: The Five Fingerprints Account Plan — https://tkcpodcast.com/5finger


    WANT MORE?

    • Weekly newsletter, Account Minded: https://newsletter.thekamclub.com
    • The KAM Club (community + training + templates): https://www.thekamclub.com
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    16 m
  • Let Me Think About It (And Other Lies Clients Tell)

    Let Me Think About It (And Other Lies Clients Tell)
    Feb 12 2026

    "Let me think about it” is the most common stall in B2B sales. Here’s what it really means—and how to move clients from delay to decision.

    You send the proposal, the meeting goes well, and then… silence. “Let me think about it” turns into next week, then next month. This episode shows you how to diagnose what’s really blocking the decision and move it forward without pressure.

    Transcript + Episode Copilot: Read the full transcript and chat with an AI trained on this episode (apply it to your deal): https://podcast.thekamclub.com/episodes/63


    HIGHLIGHTS

    • (00:00) “Let me think about it” — what they’re really protecting
    • (01:03) Your real competitor: indecision (not other suppliers)
    • (01:18) The 5 drivers of freeze: risk, effort, uncertainty, politics, timing
    • (03:25) Why pushing harder backfires (and fuels status quo bias)
    • (04:39) Move #1: quantify the cost of inaction
    • (06:12) Move #2: reduce risk (pilot, phased rollout, guarantees)
    • (07:16) Move #3: urgency without pressure (tie to their timeline)
    • (08:38) Move #4: make “yes” easier than delay (remove friction fast)
    • (11:16) Reframe: your job isn’t persuasion — it’s friction removal


    NEXT STEPS

    Choose one of your stalled deals and answer these questions:

    • What’s the weekly/monthly cost of doing nothing?
    • What feels risky about change—and how can you de-risk it?
    • What deadline matters in their world (not yours)?
    • What friction can you remove this week (proof, people, process)?


    RESOURCES

    • Book: Unsticking Deals — James Muir https://amzn.to/3MLIIrK


    WANT MORE?

    • Weekly newsletter, Account Minded: https://newsletter.thekamclub.com
    • The KAM Club (community + training + templates): https://www.thekamclub.com
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    12 m
  • Is it Me or is it The Job? What to Do Before You Rage Quit

    Is it Me or is it The Job? What to Do Before You Rage Quit
    Feb 5 2026
    It's Monday morning and you're back to hating your job. You're not burned out. You're not failing. You're just... done. Or at least you think you are.Before you polish up that LinkedIn profile, let's figure out if it's time to fall back in love with your role—or finally walk away.HIGHLIGHTS(0:00) That Sinking Feeling: Why "Is that all there is?" hits so hard when you're in sales, account management, or customer success.(2:08) Your Frustration Is Valid: Stop letting people tell you to "be grateful." Your feelings are real, and they matter.(2:31) Why You're Really Struggling: Boredom. Feeling invisible. Broken systems. Endless meetings. Moving goalposts. That creeping sense you've outgrown the place. We break down the usual suspects.(7:47) Wait—Is Your Job Actually Amazing?: Real impact. Strategic influence. Skills that travel. Money on the table. Let's not forget why you took this gig in the first place.(12:57) The Question You Should Be Asking: It's not "Should I quit?" It's "Have I actually tried everything to make this work?"JOB BITTERNESS WARNING SYSTEM(13:34) Where Are You on the Bitterness Scale? Before you can fix anything, you need to know how deep you're in. Four stages—catch yourself early and you can turn it around.(13:50) Stage 1 – Boundary Collapse: Work follows you home. You're checking emails at dinner, waking up at 3am worried about clients. Your boundaries are broken, but this is totally fixable.(14:18) Stage 2 – Venting Becomes Identity: Complaining is now your default setting. Friends change the subject. Your partner's eyes glaze over. You're becoming "that person who hates their job."(15:10) Stage 3 – Emotional Dysregulation: Your fuse is gone. Small things set you off. You're irritable before you even get to your desk. You're running on empty and it shows.(15:55) Stage 4 – Victim Mentality: Nothing is ever your fault. You've stopped looking for solutions—just validation that everything's broken. This is the danger zone. Time to make a move.RE-ENGAGE FRAMEWORK(17:52) Layer 1 – Stop the Spiral: How to reset your mindset and quit feeding the negativity monster. Shift from victim to strategist.(21:33) Layer 2 – Shake Things Up: Challenge yourself. Learn something new. Remember what it felt like to be excited about your work.(24:20) Layer 3 – Cut the Dead Weight: Energy vampires, pointless meetings, soul-crushing admin—time to audit what's draining you and ditch it.(27:49) Layer 4 – Design Your Next Move: Five types of change you can make. Spoiler: quitting might not be the answer.NEXT STEPSGet honest about your bitterness level. Boundaries slipping? Complaining to anyone who'll listen? Snapping at colleagues? Full victim mode? Name it so you can fix it.Do a drain audit. Grab a pen. List everything you did last week. Mark each one: energy boost or energy suck? Does it actually matter? Then ruthlessly cut, delegate, or automate the garbage.Tackle the thing you've been dodging. That awkward conversation. That skill you keep meaning to learn. That AI tool everyone's using except you. Pick one. Do it this week.Get specific about what's broken. Is it your role? Your boss? Your accounts? The company culture? Your entire career path? You can't fix "everything sucks." Give yourself 90 days. Make changes. See if they stick. No rash decisions. No dramatic exits. Just a real experiment.If you leave, leave clean. No bridge-burning. No truth bombs in the exit interview. Walk out with your reputation intact.RESOURCES⁠⁠The Re-Engage Framework (Full Breakdown)⁠⁠ – All four layers with step-by-step action plans⁠⁠The KAM Club Newsletter⁠⁠ – Weekly strategies delivered straight to your inbox⁠Career Dreamer⁠ - a fun tool from Google that uses AI to help you imagine career possibilities.Want more strategies like this?Join ⁠⁠The KAM Club⁠⁠—a global community for key account managers packed with training, templates, coaching, and expert playbooks to help you grow accounts with confidence.
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    35 m
  • 10 Books Every Key Account Manager Should Read in 2026

    10 Books Every Key Account Manager Should Read in 2026
    Jan 22 2026
    It's mid-January. Be honest... how are the resolutions going? Here's a better idea: forget the 5 AM wake-ups and juice cleanses. Instead, invest in something that actually compounds...Knowledge. These 10 books will transform how you manage accounts, navigate tough conversations, and think strategically in 2026. From mastering the art of influence to speaking the language of CFOs, this is your account-ability reading list (yes, we went there). The difference between you and AI? AI reads for information. You read for transformation.HIGHLIGHTS(0:57) Why Reading Matters for KAMs. The role is constantly evolving—clients are more sophisticated, buying committees are larger, and expectations are sky-high. Books give you the mental models you can apply immediately.(2:26) Communication Powerhouses. The foundation of everything we do: managing information, securing resources, convincing people, and navigating chaos.(2:50) 1. Look: Leading Yourself by Elizabeth Lautado. Focus on what you can control—your mindset, reactions, and priorities. If you can't lead yourself, you can't lead your accounts.(4:04) 2. Exactly What to Say by Phil M. Jones. Twenty-three simple phrases for closing deals and getting information. A toolkit of effective language for those moments when you're caught off guard.(5:20) 3. Supercommunicators by Charles Duhigg. Adapt to different conversations—from procurement to CFOs to internal teams. Recognize what type of conversation you're in and match it.(7:04) Strategic Thinking Trio. Communication gets you in the door, but these books help you think differently once you're there.(7:04) 4. Think Again by Adam Grant. Challenge your biases and question assumptions. Being able to unlearn and relearn is your superpower.(8:19) 5. Objections by Jeb Blount. Handle commercial "nos" without feeling pushy. Turn resistance into dialogue and get momentum.(10:30) 6. Smart, Not Loud by Jessica Chen. Don't do invisible work. Learn strategic visibility—communicating your value internally is just as important as delivering it externally.(12:27) Business Acumen Builders. Numbers are how decisions get made. Learn to talk the language of decision-makers.(12:27) 7. Financial Intelligence by Karen Berman. Understand the three financial statements every KAM should know and frame conversations around financial outcomes.(13:45) 8. Unsticking Deals by James Muir. Stop pushing deals out quarter after quarter. Learn why deals stall and get a diagnostic approach to reignite them.(15:37) Relationship Lifecycle Picks. Win the business and keep it.(15:37) 9. Selling With by Nate Nasrallah. Leverage your relationships with champions to grow accounts. Move from reactive to proactive account growth.(17:21) 10. Onboarding Matters by Donna Weber. The first few months are where customers decide if promises were kept. Protect your future self from inheriting problems.(19:00) Making It Actionable. Pick your weakest area first, aim for one book per month, and read with action in mind.NEXT STEPSPick one book by the end of this week and commit to itAim for one book per month with a two-month buffer for lifeAfter each chapter, identify one thing you can apply that week and do itBuild the reading habit—find your time and protect itRESOURCESFull book list: https://amzn.to/3L3II5TPodcast Show Notes: https://podcast.thekamclub.com/The KAM Club Business Briefs: Short courses at https://www.thekamclub.comWANT MORE STRATEGIES LIKE THIS?Join The KAM Club—a global community for key account managers packed with training, templates, coaching, and expert playbooks to help you grow accounts with confidence.
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    23 m