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. "e;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."e; 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 Naud Olavi Uusitalo Noel Capon Antonella La Rocca Jukka Ojasalo Tom Vanderbiesen Simon Croom Sylvie Lacoste Catherine Pardo Stefan Wengler Osman G k Nikala Lane Nigel Piercy Kevin Wilson Paolo Guenzi R gis Lemmens Michael Pusateri Diana Woodburn Stephan Henneburg Tommi Mahlam ki Jakob Rehme John Workman Sue Holt Malcolm McDonald Sanjiy Sengupta George Yip Christian Homburg Florin Mihoc Christoph Senn Judy Zolkiewski

A compilation of the established knowledge in strategic account managementWhile 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)

Acknowledgements viiThe editors ixAbout this book xiKey strategic account management: where are we now? 1Editors Woodburn and WilsonSection 1: Strategic dimensions of KSAM 35Making the case for managing strategic accounts 37Capon and MihocDrivers for key account management programmes 53Brehmer and RehmeKSAM as an organizational change: making the transition 77WoodburnSwitching costs in key account relationships 103Sengupta, Krapfel and PusateriThe strategic buyer: how emerging procurement strategies maysupport KAM/SAM relationships 115CroomSocial and ethical concerns in strategic account management:emerging opportunities and new threats 141Piercy and LaneSection 2: Value creation through KSAM 169Value in strategic account management 171La Rocca and SnehotaValue dimensions and relationship postures in dyadic 'keyrelationship programmes' 191Henneberg, Pardo, Mouzas and Naudé'Vertical coopetition': the key account perspective205LacosteKey account management in business markets: an empirical test ofcommon assumptions 227Ivens and PardoStrategic account plans: their crucial role in strategic accountmanagement 245McDonald and WoodburnUsing customer profitability and customer lifetime value tomanage strategic accounts 267Lemmens and VanderbiesenSection 3: Developing KSAM programmes 287A configurational approach to strategic account managementeffectiveness 289Homburg, Workman and JensenThe appropriateness of the key account management organization317WenglerOrganizational structures in global account management 337Yip and BinkStrategic account management programmes: alignment of designelements and management practices 355StorbackaGlobal customer team design: dimensions, determinants andperformance outcomes 379Atanasova and SennKey accountization at Bosch Automotive Aftermarket Italy:managing and implementing a strategic change 405GuenziSection 4: Operationalizing KSAM 419Recent developments in relationship portfolios: a review ofcurrent knowledge 421ZolkiewskiAccount portfolio management: optimizing the customer portfolioof the firm 441GökStrategic account management processes at corporaterelationship and annual level 461OjasaloDeveloping strategic key account relationships inbusiness-to-business markets 495WilsonThe role of the key/strategic account manager 515Wilson and HoltThe influence of personality on the job performance of strategicaccount managers 539Mahlamäki, Uusitalo and MikkolaReferences 555Author profiles 605Index 615