Key Account Management

Measures the ability to grow strategic accounts — partnering in the client's success, protecting value in renewals, managing account profitability, and building durable multi-threaded relationships. Items are realistic key-account situations where the transactional or discount-first instinct erodes the account. Scoring is keyed to the evidence: strategic partnership versus transactional account management, service recovery and trust repair, value-based renewal over reflexive discounting, account profitability and lifetime value over revenue, and multithreading against single-threaded risk. Behavioural-tendency framing and equally-credible, misconception-anchored options make it resistant to guessing and faking. A stretch band raises the difficulty. Administration time: 22-30 minutes.