Book description
A compilation of the established knowledge in strategic account management
While companies and academics expend tremendous effort on mass marketing, they often overlook their immediate customers (which are critical in both senses) and hence the importance of strategic account management (SAM). This handbook is a compilation of papers that present researched knowledge of SAM across the academic community which fills a void in the existing academic literature. Handbook of Strategic Account Management identifies drivers of the SAM approach, key issues and success factors, operational needs and areas still awaiting exploration. Each paper includes an overall referenced summary of the tenets of SAM relevant to the area it reports, and together with the combined list of references, it creates an indispensable resource for academic readers, students, and researchers.
Handbook of Strategic Account Management is written by over 40 knowledgeable experts with substantial experience of SAM from teaching, researching, writing and advising companies on why and how it works, spread widely across Europe and the US. It represents the balanced, researched body of knowledge in SAM and will be an invaluable resource to anyone exploring the approach, whether for a student thesis, for original research or for answers on how to approach SAM as a company initiative.
"Today's strategic, key and global account management professionals owe thanks to a small community of academic researchers who, over the past three decades have been pioneers in identifying, cataloguing and analyzing the selling and business management practices of an emerging profession we now call strategic account management. This Handbook is an important milestone to mark SAM's still evolving impact on corporate business strategies and its ever-increasing relevance as a proven engine for growth in business-to-business strategic customer relationships."
Bernard Quancard,President & CEO of SAMA (US-based Strategic Account Management Association with over 3,000 members worldwide)
Table of contents
- Cover
- Title page
- Copyright page
- Acknowledgements
- The editors
- About this book
- Key strategic account management: where are we now?
-
SECTION 1: Strategic Dimensions of KSAM
- Making the case for managing strategic accounts
- Drivers for key account management programmes
- KSAM as an organizational change: making the transition
- Switching costs in key account relationships
- The strategic buyer: how emerging procurement strategies may support KAM/SAM relationships
-
Social and ethical concerns in strategic account management: emerging opportunities and new threats
- Introduction
- Strategic relationships between organizations
- Strategic account management relationships
- Broadening the management perspective on SAM
- Ethical dilemmas in SAM and how to avoid them
- The good of the few versus the good of the many
- Moral dilemmas in implementing the SAM executive role
- Addressing the moral and ethical dilemmas in strategic account management
- SAM and corporate social responsibility
- Conclusions
-
SECTION 2: Value Creation through KSAM
- Value in strategic account management
- Value dimensions and relationship postures in dyadic ‘key relationship programmes’
- ‘Vertical coopetition’: the key account perspective
- Key account management in business markets: an empirical test of common assumptions
- Strategic account plans: their crucial role in strategic account management
- Using customer profitability and customer lifetime value to manage strategic accounts
-
SECTION 3: Developing KSAM Programmes
- A configurational approach to strategic account management effectiveness
-
The appropriateness of the key account management organization
- Inefficiencies and ineffectiveness of key account management programmes
- The concept of key account management
- Key account management in the context of relationship marketing
- Transaction cost economics and marketing management
- The determinants of the decision model
- The decision on the most appropriate KAM organization
- Conclusion
- Organizational structures in global account management
- Designing strategic account management programmes
- Global customer team design: dimensions, determinants and performance outcomes
- Key accountization at Bosch Automotive Aftermarket Italy: managing and implementing a strategic change
-
SECTION 4: Operationalizing KSAM
- Recent developments in relationship portfolios: a review of current knowledge
- Account portfolio management: optimizing the customer portfolio of the firm
- Strategic account management processes at corporate, relationship and annual level
- Developing strategic key account relationships in business-to-business markets
-
The role of the key/strategic account manager
- Introduction
- The evolution of key account management
- The evolving role of the account manager from key account sales to key strategic account manager
- Factors that influence the nature of the role of the key strategic account manager
- The impact of contextual factors on the role of the political entrepreneur
- The importance of the boundary-spanning role
- Discussion
- Conclusion
- The influence of personality on the job performance of strategic account managers
- References
- Author profiles
- Index
Product information
- Title: Handbook of Strategic Account Management: A Comprehensive Resource
- Author(s):
- Release date: May 2014
- Publisher(s): Wiley
- ISBN: 9781118509081
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