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Handbook of Strategic Account Management

A Comprehensive Resource

Gebonden Engels 2014 9781118509081
Verkooppositie 2907
Verwachte levertijd ongeveer 8 werkdagen


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)
Yana Atanasova Bjorn Ivens Toni Mikkola Ivan Snehota
Audrey Bink Ove Jensen Stefanos Mouzas Kaj Storbacka
Per–Olof Brehmer Robert Krapfel Peter Naudé Olavi Uusitalo
Noel Capon Antonella La Rocca Jukka Ojasalo Tom Vanderbiesen
Simon Croom Sylvie Lacoste Catherine Pardo Stefan Wengler
Osman Gök Nikala Lane Nigel Piercy Kevin Wilson
Paolo Guenzi Régis Lemmens Michael Pusateri Diana Woodburn
Stephan Henneburg Tommi Mahlamäki Jakob Rehme John Workman
Sue Holt Malcolm McDonald Sanjiy Sengupta George Yip
Christian Homburg Florin Mihoc Christoph Senn Judy Zolkiewski


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Acknowledgements vii
The editors ix
About this book xi
Key strategic account management: where are we now? 1
Editors Woodburn and Wilson

Section 1: Strategic dimensions of KSAM 35
Making the case for managing strategic accounts 37
Capon and Mihoc
Drivers for key account management programmes 53
Brehmer and Rehme
KSAM as an organizational change: making the transition 77
Switching costs in key account relationships 103
Sengupta, Krapfel and Pusateri
The strategic buyer: how emerging procurement strategies may support KAM/SAM relationships 115
Social and ethical concerns in strategic account management: emerging opportunities and new threats 141
Piercy and Lane

Section 2: Value creation through KSAM 169
Value in strategic account management 171
La Rocca and Snehota
Value dimensions and relationship postures in dyadic key relationship programmes 191
Henneberg, Pardo, Mouzas and Naudé
Vertical coopetition : the key account perspective 205
Key account management in business markets: an empirical test of common assumptions 227
Ivens and Pardo
Strategic account plans: their crucial role in strategic account management 245
McDonald and Woodburn
Using customer profitability and customer lifetime value to manage strategic accounts 267
Lemmens and Vanderbiesen

Section 3: Developing KSAM programmes 287
A configurational approach to strategic account management effectiveness 289
Homburg, Workman and Jensen
The appropriateness of the key account management organization 317
Organizational structures in global account management 337
Yip and Bink
Strategic account management programmes: alignment of design elements and management practices 355
Global customer team design: dimensions, determinants and performance outcomes 379
Atanasova and Senn
Key accountization at Bosch Automotive Aftermarket Italy: managing and implementing a strategic change 405

Section 4: Operationalizing KSAM 419
Recent developments in relationship portfolios: a review of current knowledge 421
Account portfolio management: optimizing the customer portfolio of the firm 441
Strategic account management processes at corporate, relationship and annual level 461
Developing strategic key account relationships in business–to–business markets 495
The role of the key/strategic account manager 515
Wilson and Holt
The influence of personality on the job performance of strategic account managers 539
Mahlamäki, Uusitalo and Mikkola
References 555
Author profiles 605
Index 615

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