Preface

Acknowledgments

I. INTRODUCTION

The Rationale for Key Account Management

II. STRATEGY, ORGANIZATION, AND HUMAN RESOURCES FOR KEY ACCOUNT MANAGEMENT

Developing Strategy for the Firm's Customers

Organizing for Key Account Management

The Key Account Manager

III. SYSTEMS AND PROCESSES

Key Account Planning: Analysis of the Key Account

Key Account Planning: Analysis of Competition and the Supplier Firm, Planning Assumptions, and Opportunities and Threats

The Key Account Strategy

Managing the Key Account Relationship

IV. CRITICAL ISSUES FOR KEY ACCOUNT MANAGEMENT

Partnering with Key Accounts

Global Account Management

Exercises

Appendixes

Notes

Index