Through case examples gathered from the authors' experiences in helping organizations manage their most critical business relationships, this book points out the keys in designing and implementing a strategic account management program.
Table of Contents
The Seven Keys to Managing Strategic Accounts
Introduction: What is Strategic Account Management?
Part 1 - Getting Everyone Headed in Roughly the Same Direction: What Didn't Work
Key 1: Define Strategic Account Management as a Business Rather Than a Sales Initiative
Key 2: Create Firm Alignment and Commitment to Meet Strategic Accounts' Needs and Expectations
Key 3: Start with the Right Number of the Right Strategic Accounts
Part 2 - Tactical Issues in Strategic Account Management ... Ironbolt Steel and Executive Visits: What Didn't Work
Key 4: Create Human Resources Support for Strategic Account Managers
Key 5: Create Firmwide Relationships at Multiple Levels of Relationships Between the Firm and its Most Critical Accounts
Key 6: Regularly Quantify and Communicate the Value Received From and Delivered to Strategic Accounts
Key 7: Use Technology Judiciously
Part 3 - From Analysis to Action... Ticonderoga Chemical and Strategic Account Management: The Payoff
Conclusion: From Analysis to Action: Moving the Game Forward