編者按：丹佛斯公司是丹麥最大的工業(yè)企業(yè)，也是世界范圍內(nèi)舒適控制器、制冷和空調(diào)控制器、精密機械、電子元件及智慧型機電裝置領域中處世界領先地位的制造商。作為這樣一個具有多跨國客戶的公司，他們是怎樣管理其客戶的呢？請體味大客戶（KAM）管理。 此管理系統(tǒng)是由主要的技術領頭人開發(fā)的，如惠普和IBM，大客戶管理在20世紀80年代后期就已經(jīng)很受歡迎了。通過測試、出錯和進一步改善，此方法已經(jīng)發(fā)展成為送給客戶的最好禮物。 始終致力于為丹佛斯跨國客戶提供優(yōu)質服務。 丹佛斯約在四年前推出Mobile Hydraulic KAM計劃，其目的是充分挖掘擁有全球產(chǎn)地和生產(chǎn)廠的大型跨國企業(yè)客戶的巨大潛力。同時，KAM計劃還可為用戶帶來低價格、非常講究的產(chǎn)品和優(yōu)質的服務。 在今天，許多擁有集中采購能力的跨國客戶都要求使用大客戶管理。使客戶得到雙重受益：當客戶的快速撲進單位與其自己的分配不能相協(xié)調(diào)時，KAM計劃可以使價格很透明；鞏固的訂單允許用戶實現(xiàn)大規(guī)模折扣，并管理產(chǎn)品規(guī)格，提供更有效的服務。 KAM計劃幫助丹佛斯在現(xiàn)有客戶和戰(zhàn)略合作伙伴的基礎上發(fā)現(xiàn)新機遇。我們能夠，例如，與我們的客戶緊密合作來共同設計可以產(chǎn)生新的可靠的技術解決方案。當我們以提供商的身份提供服務時，KAM計劃還能夠使我們在定義成分時采取更積極有效的行動。 由于國家銷售隊伍的幫助，大客戶管理者的主要任務就是協(xié)調(diào)和支持全球客戶的活動。這些來自標準價格的銷售行為可保證用戶能與新產(chǎn)品應用保持同步更新，并通知辦公室什么地方是其同事能夠勝任的地方。 全球KAM Luca Spasaro說：“最近我從我們大型國際客戶之一的全球協(xié)作活動中得到了經(jīng)驗豐富的積極結果。通過分享技術信息，我能為歐洲和美國運營商提供相同的壓力傳感器?！? 盡管KAM計劃開始的時間很短，丹佛斯已經(jīng)看到了其廣闊的前景。用戶也已經(jīng)從持續(xù)改善的服務、全球項目協(xié)調(diào)和價格標準化等一系列項目中得到了豐富的經(jīng)驗。 [FONT=times] original text [/FONT] [font=times][Color=#708090]Pioneered by primary technology giants such as Hewlett-Packard and IBM, Key Account Management （KAM） gained increasing popularity in the late 1980s. Through trial, error and evolution, this methodology has developed into its present form and is producing excellent pay-offs for Danfoss customers. Consistent improvements for Danfoss’ multinational customers Danfoss launched the Mobile Hydraulic KAM programme about four years ago. The goal was to tap the huge potential concentrated in large multinational customers with global locations and productive plants. At the same time, the KAM programmes result in lower prices, tailored products and better service for customers. Today, most of our multinational customers with centralised purchasing functions request a Key Account Manager. The benefit for customers is two fold: the KAM programme makes pricing much more transparent when the customers’ far flung units aren’t able to negotiate their own deals; and, consolidating orders allows a customer to achieve large volume discounts and manage product specifications and supplier services more effectively. The KAM programme helps Danfoss find new opportunities with existing customers and strategic partners – and add greater value. We can, for example, work more closely with our customers to co-design technical solutions, which can generate new and improved technologies. The KAM programme also enables us to take a more active part in defining components when we serve as a supplier. With the help of the national sales team, Key Account Managers’ main task is to coordinate sales and support activities for large global accounts. These sales activities range from standardising prices to keeping customers up-to-date with new product applications, and informing national offices of what their colleagues are up to in other locations. Luca Spasaro, Global KAM, says, “I recently experienced positive results from my global coordination activities for one of my large international customers. By sharing technical information, I was able to introduce the same pressure sensor to both their European and USA operations.” Although the KAM programme started a relatively short time ago, the results are already looking promising for Danfoss. And customers have experienced consistent improvements in terms of service, global project coordination and price standardisation. [/color][/font]