Index

A

ABC. See Activities-based costing

Account management. See Strategic account management

processes, 158

execution, 94

program, 66

resources, 187

strategies, clarity, 60

Account managers, 87

assistance, 128

compensation, 105–106

programs, creation, 112

competencies, 111

duties, 117

field compensation problem, 107

training, 160

Accounts. See Boise Office Solutions; Co-destiny accounts; Focused accounts

alignment. See Firms

analyses, 97

assignment, quality, 159

by assumption management, 146

business challenges (understanding/alignment), 21–22

buying influences, SAM understanding, 119

buying-influence groups, identification, 128

contacts, 102

decision-making group, 84

expectations. See Strategic accounts

growth potential, measurement, 69

knowledge, 127

location. See Transactional-to-strategic buyer continuum

loyalty, 183. See also Strategic account management

increase, creation, 187

needs. See Strategic accounts

SAM understanding, 65

number, usage, 112

overassigning, 104

planning, 105

plans, writing, 97

portfolio, 137

productivity, increase, 179

profitability. See Strategic account management

increase, providing, 187

relationships, 103

high-risk , 32

high-value, 74

number, 112

SAM relationships, examination, 117

selling

programs, strategic account management programs (comparison), 3–10

strategic account management, contrast, 2–3

size, requirement, 179

strategic, naming, 132

strategy, development, 99

teams, training, 98

Accounts payable process, 142

Account-selection criteria, setup, 74

Acquisition costs, 136, 182

Action. See Getting-started actions

plan, implementation, 86, 99

process. See Analysis/action process

Activities-based consulting business, usage, 141

Activities-based costing (ABC), 66, 139

concepts, 141

teams, usage, 140

usage, 143, 151

Adams, Bob, 33–34

Administrative activity, 105

Alignment. See Firms

benefits, 41–43

creation. See Firms

difficulty, 44–45

example. See Reynolds & Reynolds

Allegiance Healthcare, 142

Alliance Account

directors. See Marriott International

program. See Marriott International

Analysis/action process, 173. See also Strategic account management

Assessment-center tests, 87

Asset-replacement cost. See Customers

determination/estimation, 136

Automark web services, 11

Automation. See Information technology

systems, cost. See Salesforces