global account management antoine huet vice president global corporate sales air france klm...
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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 SolutionTRANSCRIPT
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?