The New Successful Large Account Management

Foreword by Patrick Thomas

vii

Acknowledgments

xi

Introduction: Back to Growth

xiii

Part I: Basic Principles




CHAPTER 1. The New Landscape of Account Management: Eight Lessons




3(13)



CHAPTER 2. Selecting the Large Account




16(16)



CHAPTER 3. A Real-World Example




32(9)

Part II: Situation Appraisal




CHAPTER 4. The Buy-Sell Hierarchy




41(24)



CHAPTER 5. Preparing the Ground




65(12)



CHAPTER 6. Strategic Players




77(12)



CHAPTER 7. The Account's Trends and Opportunities




89(11)



CHAPTER 8. Your Strengths and Vulnerabilities




100(12)



CHAPTER 9. Situation Appraisal Summary




112(9)

Part III: Strategic Analysis




CHAPTER 10. Charter Statement




121(16)



CHAPTER 11. Goals




137(13)



CHAPTER 12. Focus Investments




150(9)



CHAPTER 13. Stop Investments




159(16)



CHAPTER 14. Revenue Targets




175(12)



CHAPTER 15. Pre-Action Overview




187(10)

Part IV: Execution




CHAPTER 16. Actioning the Strategy




197(14)



CHAPTER 17. Ninety-Day Review




211(9)



CHAPTER 18. The LAMP Advantage




220(5)

EPILOGUE Your Customers Are Your Future: A Case for Strategic Account Management by Lisa Napolitano

225(14)

Index

239(10)

About the Authors

249(2)

About Miller Heiman

251