Handbook of Strategic Account Management: A Comprehensive Resource (Hardcover)

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
Woodburn

Switching costs in key account relationships 103
Sengupta, Krapfel and Pusateri

The strategic buyer: how emerging procurement strategies may support KAM/SAM relationships 115
Croom

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
Lacoste

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
Wengler

Organizational structures in global account management 337
Yip and Bink

Strategic account management programmes: alignment of design elements and management practices 355
Storbacka

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
Guenzi

Section 4: Operationalizing KSAM 419

Recent developments in relationship portfolios: a review of current knowledge 421
Zolkiewski

Account portfolio management: optimizing the customer portfolio of the firm 441
Gök

Strategic account management processes at corporate, relationship and annual level 461
Ojasalo

Developing strategic key account relationships in business-to-business markets 495
Wilson

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