ABB and Caterpillar (A) : Key Account Management: Case Report
ABB and Caterpillar (A) : Key Account Management: Case Report
Submitted By:
Sonali Bhattacharjee PGP/21/198
1. What are the specific payoffs for both customer and supplier if they can achieve a true win-
win partnership?
To achieve a win-win partnership, the BU and the KAM should work together and resolve internal
conflicts, before resolving issues with the customers. The key points are:
A key account of ABB makes Caterpillar enjoy individualized attention and the best service
from ABB
Lesser conflicts result in easier decision making and arriving at a consensus with minimum
hassles
Change in relationship from a supplier to a partner
New opportunities to add value to Caterpillar will be unearthed
Proper scheduling of meetings and less confusion created
SUPPLIER