Post on 17-Jan-2018
description
Global Account Management
Antoine Huet
Vice President Global Corporate Sales AIR FRANCE KLM
Rotterdam School of Management, 19 June 2009
ONE Global Travel Solution
2 Market demands
• Shift from a local perspective to a global vision:- Shift from local travel manager to centralized purchasing - Shift from local travel policy to corporate travel policy- Shift from local travel agencies to a consolidated travel
agencies network worldwide
• Regrouping of purchasing divisions of several customers to increase leverage of negotiation
• Delegation of negotiations to consultants/travel agencies
• Multi-airlines offer (alliances or merger)
Resulting in a demand for one Global Travel Solution:- one contract for all countries / routes / airlines - centralized account management
ONE Global Travel Solution
3 Global Account Management at AIR FRANCE KLM
• Principle 1: a global contract is managed by one Global Account Manager (GAM)
• Principle 2: ‘Glo-cal approach’: act global, think local Global account management with local support : GAM, LAM, SAM.
• Principle 3: One face to the customer CAM (Coordinating global Account Manager), SAM (Supporting Global Account Manager)
• Organisation Global Corporate Sales: - customers with headquarters located in home markets (GAM in
Paris and Amsterdam)- customers with headquarters outside home markets (GAM in
London, Frankfurt, Zurich, Atlanta)- 78 colleagues, 10 nationalities, 6 locations
• Each global contract has a tailored approach for (local) account management, communications and support
ONE Global Travel Solution
4
GAM
LAM • Part of international account team
• Coordinates national account team, including local account support & product manager
Local Travel Manager
Responsibilities LAM:• Revenue local market
• Providing support global deal local market
• Communication to LTM
• Communication to Local Travel Agent
Local Travel Agencies
Responsibilities LAS: • Implementation of the global deal on the local market
• Communication Local Agent
GAM = Global Account Manager | G/LTM = Global/Local Travel Manager
LAM = Local Account Manager | LAS = Local Account Support
GTM Responsibilities GAM:• Overall contract conditions
• Overall contract servicing
contract
Global Account Management at AIR FRANCE KLM
5 Example 1: ‘Glo-cal’ contracting leads to synergies in global & local market
Global account: <Account X> GTM)
Local agent:< Agent Y>
Global Account Manager
Netherlands
Local account manager Germany
Global account pricer (GAP)/Product
Manager NetherlandsONE Global Travel Solution
6
DLKL CAM
or SAMAFKL CAM or SAM AFKL DL SAM AFKL DL SAM AFKL DL SAM AFKL DL SAM
AFKL or DL CAM
NORTHAMERICA EUROPE AFRICA INDIA
LATINAMERICA ASIA
Exemple2: Multi-airline concept with single CAM/SAM Representation in All Areas for AFKL and DL
7 Thank you for your attention.Any questions?