When internal values don’t match external messaging, even the best key account strategies can collapse. In this SAM/KAM mini-case, Workwise Uniforms — a company known for advocating empowerment and progressive practices — faces a crisis when both a star key account manager and her identified successor resign to join a top competitor.
Despite their track record with the company’s largest client, both employees had repeatedly raised concerns about their lack of status and decision-making authority — issues which senior leadership ignored. Now, the VP of Sales is left scrambling to manage the fallout, both internally and with the client.
Key Scenario Details
- The key account manager and her successor resign at the same time — to join a rival
- Their departure reveals an unresolved internal problem with empowerment and recognition
- The client will be shocked and disappointed, and reputational risk is high
Strategic Issues at Stake
- Client continuity: Immediate action is needed to reassure and retain the account
- Employee empowerment: Words and values must be backed by internal policy and culture
- Reputation management: Defections may be viewed as hypocrisy if not handled transparently
Recommended Actions
- Have the VP Sales personally take over the account until a qualified replacement is in place
- Communicate openly with the client and reinforce commitment to relationship continuity
- Use the incident to review internal empowerment structures and clarify decision-making frameworks
Insight
“When you preach empowerment but block it internally, even your most loyal people will walk — and your customers may follow.” – Professor Malcolm McDonald
Download the Mini-Case
This summary presents the core scenario, but the full PDF includes the full narrative, discussion prompts, and a framework for evaluating empowerment alignment in SAM/KAM environments.
Reproduced with kind permission from Dr Beth Rogers.