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Tables of Contents for Successful Global Account Management
Chapter/Section Title
Page #
Page Count
List of figures
viii
List of tables
x
About the authors
xi
About Miller Heiman
xiii
Foreword
xiv
Preface
xvi
Acknowledgments
xix
What is global account management (GAM)?
1
14
What is a global account and why is definition important?
1
1
Different types of account relationships
2
4
The drivers of global account management
6
3
GAM as a response to globalization
9
1
Stages in GAM process development
10
3
Summary
13
2
Starting a global program
15
20
Introduction
15
1
Why is GAM different?
16
5
Getting started in GAM
21
6
First steps in GAM
27
6
Summary
33
2
Developing GAM strategies
35
26
Introduction
35
1
Traditional approaches to strategy formulation
35
2
Problems with traditional approaches
37
2
Or is this the way it happens?
39
8
GAM strategy development process
47
3
Developing strategies for global account relationship management
50
9
GAM is an interactive process
59
1
Summary
59
2
Managing global relationships
61
30
Introduction
61
1
The traditional marketing management model
62
2
GAM is different
64
2
Products, core competencies, and portfolios of customers
66
4
An alternative approach to the GAM marketing process
70
2
Managing global relationships
72
17
Summary
89
2
Organizing for GAM
91
24
Introduction
91
1
Existing organizational structures
91
4
Designing the GAM team structure
95
1
Guiding principles
96
3
The GAM program champion
99
1
The global steering committee or planning team
99
1
The global account manager(gam)
99
1
Executive sponsor
100
1
Local gam
101
2
Barriers to organizational change
103
1
Approaches to GAM organization
103
2
Illustrative cases
105
6
What we can learn from these cases
111
3
Summary
114
1
The role of the global account manager (gam)
115
28
Introduction
115
1
The traditional role of the salesperson
116
2
The development of consultative selling approaches
118
2
The emergence of strategic account manager (sam) role
120
4
From SAM to GAM
124
3
The multiple roles of the global account manager
127
4
The global account manager as political entrepreneur
131
9
Summary
140
3
The GAM process -- managing the program
143
26
Responsibility for managing the program
144
1
Strategic intent
145
1
Program sponsorship
146
2
Development of core value proposition
148
3
Infrastructural support
151
3
Program metrics (measuring success)
154
3
Account portfolio analysis
157
5
Approval of candidates for global-account (GA) status
162
2
Managing the gam: role/compensation/development and succession
164
2
Gam support systems
166
1
Global agreements
167
1
Conflict resolution
167
1
Summary
168
1
The GAM process -- managing the process
169
14
Introduction
169
1
What processes need to be managed?
170
11
Summary
181
2
The GAM process -- managing the relationship
183
24
Introduction
183
2
Explore
185
6
Propose
191
6
Explore
197
1
Propose
198
1
Test
198
2
Transform
200
1
Consolidate
201
1
Review/Reorient
201
1
Core themes at each stage of the development model
202
4
Summary
206
1
Global procurement and supply chain management
207
24
Introduction
207
2
The importance of procurement and global supply chains
209
5
The importance of supply chain management
214
5
Global supply chain management
219
5
Global electronic procurement
224
6
Summary
230
1
Conclusions
231
4
Introduction
231
1
Key learning points
231
2
Finally
233
2
Index
235
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