Now let's look at a high-level implementation plan to achieve these benefits, drawing on our seven keys. This is not meant to be a definitive implementation map, which couldn't exist anyway. As Tom VanHootegem of Boise Office Solutions told us in a January 2003 phone call, "There is no 'plug-and-play' strategic account implementation plan."
Firms will need to arrive at strategic account management in their own way. The graphic does deal, though, with the critical issues we feel firms need to face (see Figure 9-2).
Figure 9-2: Planning and Implementing a Strategic Account Management Program (SAMP)
The chart starts with the eight elements of a strategic account management program, all but one of which (products and services) we have covered in this book. With those elements in mind, you can examine and/or take the getting-started actions.