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23. Challenges of Establishing SAM in Emerging Markets

As companies extend their reach into new geographic markets, one challenge is often the absence of channel partners with capabilities that are a “given” in established markets. Strategic Accounts expect similar levels of support around the world, so adopting a less solution-oriented business model is typically not an option. Deciding how to develop new channels, including training and support, and how to divide responsibilities for delivering solutions between suppliers and channel is a challenge. This presentation will highlight leading practices in channel design and management, and include anecdotes that strategic account managers can learn from as they evaluate how to gain leverage through their channels.

Author(s): David Hartman, Principal, Blue Canyon Partners

Publication Date: 6/8/2015

Resource Type: Presentation handout

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Price: Non-Member - $0.00 | Individual Member - $0.00 | Corporate Member - $0.00

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24. Strategies for being Customer-Centric with Procurement

This session will focus on laying out an approach to help with the following - gaining the right strategic knowledge of the Procurement organization; establishing relationships and credibility with Procurement (and Procurement executives in particular); gaining access to senior level Procurement executives; powerfully communicating in a customer focused way with Procurement; positioning your company and you as a customer centric resource with real value rather than just a vendor; and differentiating you and your company from its competitors.

Author(s): Mark Shonka, Co-President, IMPAX Corporation; Scott McMeekin, Senior Vice President of Sales, Healthcare Data Solutions

Publication Date: 6/8/2015

Resource Type: Presentation handout

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Price: Non-Member - $0.00 | Individual Member - $0.00 | Corporate Member - $0.00

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26. Redefining CRM

Software for B2B companies is valuable when it brings structure and speed to an individual and scale & sustainability to an organization…at the same time. Unfortunately CRM typically does not deliver on any of these dimensions ‘out of the box’ for SAMs and SAM Programs. As a result, CRM deployments for SAM organizations struggle to gain adoption beyond being a system of record for deals in the pipeline. In this session SAMA corporate members share best practices on how they are adding new insights and workflows to their opportunity management process that structures and speeds up the work of a SAM…providing the adoption required for scale and sustainability…and ultimately increasing customer engagement to move the pipeline along.

Author(s): Steve Atherton, Transportation Sales and Logistics Manager, C. H. Robinson; Brian Kiep, COO, Valkre Solutions

Publication Date: 6/8/2015

Resource Type: Presentation handout

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Price: Non-Member - $0.00 | Individual Member - $0.00 | Corporate Member - $0.00

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28. 7 Gaps in Strategic Account Support Jeopardizing Your Client Engagements

Strategic account managers beware—a lack of effective account support is a top deficit jeopardizing accounts. In fact, according to new account data from the AskForensics Knowledgebase of $11.7 billion dollars’ worth of contracts and proposals of Fortune-ranked companies, 35% of strategic level clients cite a lack of account support as a major gap that, if fixed, could make the company a “best in class” partner. This presentation reveals the top seven strategic gaps in account support that are putting your client accounts at risk, as well as insight into how to close the gaps.

Author(s): Rick Reynolds, CEO, AskForensics; Timothy Grant, Associate Vice President, Strategic Development, Aramark Higher Education , Aramark; Hans Lindh, Vice President & Head of Global Client Group , Aramark

Publication Date: 6/8/2015

Resource Type: Presentation handout

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Price: Non-Member - $0.00 | Individual Member - $0.00 | Corporate Member - $0.00

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29. Product-focused to Customer-focused: Bringing the Strategic Accounts Organization into the Product Development Process

Large, multi-product companies have strategic accounts organizations to understand the needs of and bring solutions to customers. Operating outside of the product sales and product development organizations, the strategic accounts organization can bring new insights about solutions that cross product lines, but it can also create challenges in getting its voice heard inside the company. Best practices will be examined with examples from SAMA members about how to rally the organization around the decisions that are needed to achieve success in providing real solutions.

Author(s): David Hartman, Principal, Blue Canyon Partners; Doni Riddle, Protective & Marine Coatings Vice President of Global Accounts, Sherwin-Williams Company; Bernard Souche, Director of Health Systems, Medtronic Canada; Tony Stanich, Vice President Global Corporate Accounts - Food and Beverage for Water and Process Services, Nalco

Publication Date: 6/8/2015

Resource Type: Presentation handout

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Price: Non-Member - $0.00 | Individual Member - $0.00 | Corporate Member - $0.00

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30. Blasting Through Plateaus

Would you like to take the accounts you manage to the next level? Maybe you've done well in the past, but want to do better in the future. Maybe you've had some turnover on your team or at the client. Maybe the account has stalled in growth. Or, possibly, you've got a big renewal on the horizon. Whatever the reason, account teams hit plateaus from time to time. It’s what you do to blast through that plateau that can make all the difference. These presenters will take you through a powerful six-step strategic planning methodology that will help you develop a game-changing strategy to take your account management to the next level. This high energy session focuses on aligning high level strategy with in-the-trenches habits to create sustainable, ongoing success in growing a portfolio of business. You’ll learn how to use the GrowBIG® framework to blast through plateaus, drive growth, exceed client expectations, and move to a growth orientation that adds a lot more value to your customers. Each participant will receive the 20-page GrowBIG® Module ‘Growing a Portfolio of Business’ to take back with you, along with six job aids that will help you implement the process. You’ll leave with practical ways to accelerate account growth in a strategic way and have fun doing it!

Author(s): Mo Bunnell, President, Bunnell Idea Group; Robert Blaisdell, Sr. Director Sales Training & Communications, Express-Scripts

Publication Date: 6/8/2015

Resource Type: Presentation handout

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Price: Non-Member - $0.00 | Individual Member - $0.00 | Corporate Member - $0.00

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31. Winning the Future: Transformational Issues Facing Customer-Centric Organizations

In this session, Zurich executive vice president JP Fowler will be joined by two of his most successful SAM’s to discuss the transformational issues that are facing customer-centric organizations today. Fowler will provide the executive perspective on a number of “hot topics,” explaining what senior management wants in each strategic area (the vision level). Discussion will then segue to the SAM’s to explain how they get it done as they attempt to balance the tensions between management expectations and the demands of their strategic customers (the execution level). Steve Andersen will facilitate audience participation and Q&A and participants will have the opportunity to rate the effectiveness of their own execution against a model of transformational issues that will be provided.

Author(s): Steve Andersen, President & Founder, PMI; Vincent Bellusci, CPCU, CRM Team Leader, Customer Relationship Management , Zurich Global Corporate in North America ; J.P. Fowler, Executive Vice President, Head of Customer Relationship Manager, Zurich Insurance; David Henson, Global Relationship Leader, Zurich Financial Services

Publication Date: 6/8/2015

Resource Type: Presentation handout

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Price: Non-Member - $0.00 | Individual Member - $0.00 | Corporate Member - $0.00

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32. Conversations that win - three critical conversations your sales team must master

You can do everything right as a company, but sales success still comes down to salespeople with their lips moving. The ability of salespeople to articulate value has been identified by industry analyst firm SiriusDecisions as the top reason you do or don’t hit revenue targets. Whether it’s having an initial, follow-up or closing conversation, today’s sales reps must be armed and ready to articulate value across different stages of the buying cycle and with different buying influences. In this presentation, you will learn about three key value conversation “moments” that all salespeople must master and how to: 1. Create Value – to break through the status quo barrier and differentiate from the competition 2. Confirm Value – by connecting solutions to the business and financial needs of executive decision-makers 3. Capture Value – making sure to maximize deal size and profits Specifically, attendees will walk away with one big idea for improving each of these three value conversations, including how to: • Identify and sell to “unconsidered needs” to create urgency and uniqueness • Communicate “current state/business change” in the context of metrics that matter to executives • Establish “pivotal agreements” that exchange value throughout the buying cycle

Author(s): Tim Riesterer, Chief Strategy and Marketing Officer, Corporate Visions Inc; Audra Scheer, Senior Director, ES Sales Operations, ADP

Publication Date: 6/8/2015

Resource Type: Presentation handout

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Price: Non-Member - $0.00 | Individual Member - $0.00 | Corporate Member - $0.00

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33. The Role of the Customer Executive Sponsor: How to identify, align, engage, and integrate into Strategic Account Management

While Executive Sponsorship remains a critical aspect of effective strategic account management, realizing its benefits remains elusive for most companies. Unclear roles, responsibilities, accountability, and governance result in “best effort” activities for both the sponsor and the SAM, with inconsistent business impact and results. In this session, find out lessons learned and what works - based on the experience of leading companies who have implemented and are evolving executive sponsor programs. We will hear three unique perspectives on Executive Sponsorship: Program Practitioner: Designing, launching, and managing an E. S. program; Sales Leader: Leveraging Executive Sponsors and the program to elevate customer engagement and drive mutual benefit and accelerated results; and Customer: The impact that Executive Sponsors and a supporting program bring, both positive and negative – from a customer’s perspective.

Author(s): Kirk Dittmar, Principal, The Summit Group; Gordon Galzerano, Director, Global Enterprise Business, Cisco Systems; Cam Hyde, Senior Managing Director, The Summit Group; Kimberly Park, Worldwide VP, Customer Strategy and Innovation, Merck

Publication Date: 6/8/2015

Resource Type: Presentation handout

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Price: Non-Member - $0.00 | Individual Member - $0.00 | Corporate Member - $0.00

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34. Success or Failure; Your Interaction with Executive Management will Determine the Outcome

Success, measured in terms of traditional performance metrics (revenue, margins, share gain, etc.) doesn’t always guarantee management’s acceptance and support of a Strategic Account program. If you are seeking to launch a SAM program or drive your developing program to the next level, this session will provide you with insights on when and how to successfully interface with your Executive Management team (EMT). The discussion topics will include: 1. The required timing of EMT “buy in” 2. Managing through EMT assumptions 3. Defining EMT roles and responsibilities 4. Agreeing on the definition of success.

Author(s): Bob Erickson, Director, Business Development, Fuji Filter Manufacturing Company

Publication Date: 6/8/2015

Resource Type: Presentation handout

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Price: Non-Member - $0.00 | Individual Member - $0.00 | Corporate Member - $0.00

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35. Turning Insights into Winnable Opportunities

The idea of “insight selling” in strategic account management is hot. But so often insights and new ideas that hold so much promise and get companies so excited don’t materialize into actual sales. Companies have difficulty creating conversations around new ideas, leading conversations focused around ideas and insights, and getting clients to “drink the punch” of pursuing a new opportunity with you. Mike Schultz, President of RAIN Group and bestselling author of Rainmaking Conversations and Insight Selling, and Van Hansen, Director – Customer Accounts at Hitachi Solutions, will discuss the key components of planning what insights will most likely capture the attention of accounts, communicate those insights, and turn the insights into winnable sales opportunities. Van Hansen will speak to Hitachi Solutions' successes in turning insights into winnable opportunities. He’ll share specific stories about how the process of planning and implementing the leading-with-insights approach has worked and the results produced, as well as what he's learned along the way for what works and what doesn't.

Author(s): Mike Schultz, President, RAIN Group; Van Hansen, Director, Customer Accounts, Hitachi Solutions

Publication Date: 6/8/2015

Resource Type: Presentation handout

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Price: Non-Member - $0.00 | Individual Member - $0.00 | Corporate Member - $0.00

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36. Getting to Yes with Procurement: Managing Common Challenges of Negotiating with Procurement

Sales teams today face an increasingly challenging selling environment — not least because of the rise in involvement and influence of the procurement organization in the sales process. Often, sourcing and purchasing professionals seem far less concerned with the true needs of the business they represent, the importance of trusted relationships, or with strategic considerations, and the realization of maximum long-term value, than they do with obtaining immediate discounts and price concessions. Based on their recent article in Velocity Magazine, Vantage Partners will explore the five biggest challenges they see their clients struggle with most in their negotiations with procurement, including: procurement as a gatekeeper, selling value when Procurement seems only to care about price, negotiating when it feels like Procurement has all the leverage, out to bid: managing Procurement’s reliance on the RFP process, and dealing with threats, stalling and other hardball tactics. Presented with representatives from both Vantage’s Sales and Procurement practices, Vantage will describe both the best practices it sees high performing sales teams use in overcoming these challenges and engaging procurement, and from the perspective of procurement, describe how they hope sales teams will engage with them. Providing advice from both sides will help sales teams understand how to tailor their strategy in a way that is informed by their procurement organization’s maturity level, whether they are using a collaborative Supplier Relationship Management approach, or are highly adversarial and relatively immature.

Author(s): David Chapnick, Senior Consultant, Vantage Partners; Mark Gordon, Partner, Vantage Partners, LLC ; Jonathan Hughes, Partner, Vantage Partners

Publication Date: 6/8/2015

Resource Type: Presentation handout

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Price: Non-Member - $0.00 | Individual Member - $0.00 | Corporate Member - $0.00

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37. Building and Sustaining a Successful Strategic Account Management Program

Whether you're considering a new approach to a few strategic customers, just launching a new regional or global SAM program, or seeking to drive your developing program to the next level of execution and growth, this session will provide you with SAM insights, best practices, and tools to apply immediately. We will challenge your current thinking! Topics covered: • The three critical phases (and supporting elements) for building an effective SAM program and self-assessment tool (a 3D Model) • Account selection and prioritization criteria process and tool • The challenge of Alignment • Opportunity Planning • Account Business Planning • John Deere will co-present and share examples from the implementation of their SAM Program and how it enables execution of the John Deere Enterprise Strategy. He will also describe their plans for continuing their SAM journey

Author(s): Jay Mohr, Manager, Global SAM Implementation, John Deere; Michael J. Stevens, Senior Partner, PMI

Publication Date: 6/8/2015

Resource Type: Presentation handout

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Price: Non-Member - $0.00 | Individual Member - $0.00 | Corporate Member - $0.00

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38. The four megatrends upending sales and how to approach them B2B Sales Handout

Hand out from ""The four megatrends upending sales and how to approach them"". Sales leaders are facing major disruptions: onslaught of digital connectivity opportunities, the rise of the B2B ""consumer"" buyer, how millennials are changing the procurement game, and the rise of a sharing-based economy. The sales organization that ignores or under appreciates these trends does so at their peril, and the ones that adapt are likely to be the ones outperforming their peers. Jennifer Stanley will share research and insights into what the winners do.

Author(s): Jennifer Stanley, Associate Principal, McKinsey & Company

Publication Date: 6/8/2015

Resource Type: Presentation handout

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Price: Non-Member - $0.00 | Individual Member - $0.00 | Corporate Member - $0.00

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38. The four megatrends upending sales and how to approach them How your customers buy Handout

Hand out from ""The four megatrends upending sales and how to approach them"". Sales leaders are facing major disruptions: onslaught of digital connectivity opportunities, the rise of the B2B ""consumer"" buyer, how millennials are changing the procurement game, and the rise of a sharing-based economy. The sales organization that ignores or under appreciates these trends does so at their peril, and the ones that adapt are likely to be the ones outperforming their peers. Jennifer Stanley will share research and insights into what the winners do.

Author(s): Jennifer Stanley, Associate Principal, McKinsey & Company

Publication Date: 6/8/2015

Resource Type: Presentation handout

Subject Tags:

Price: Non-Member - $0.00 | Individual Member - $0.00 | Corporate Member - $0.00

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38. The four megatrends upending sales and how to approach them MegaTrends Handout

Hand out from ""The four megatrends upending sales and how to approach them"". Sales leaders are facing major disruptions: onslaught of digital connectivity opportunities, the rise of the B2B ""consumer"" buyer, how millennials are changing the procurement game, and the rise of a sharing-based economy. The sales organization that ignores or under appreciates these trends does so at their peril, and the ones that adapt are likely to be the ones outperforming their peers. Jennifer Stanley will share research and insights into what the winners do.

Author(s): Jennifer Stanley, Associate Principal, McKinsey & CompanyJennifer Stanley, Associate Principal, McKinsey & Company

Publication Date: 6/8/2015

Resource Type: Presentation handout

Subject Tags:

Price: Non-Member - $0.00 | Individual Member - $0.00 | Corporate Member - $0.00

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39. The Value of Pricing Discipline: An Inside Look at the Impact of Discounts and Pricing Exceptions

Salespeople often encounter difficulty closing a deal with customers due to a legacy of having made frequent discounts off their list or """"standard"""" price. The cycle plays out over and over again... if a supplier refuses the pricing exception, or tries to hold the line, the customer threatens to go to the competition – then the supplier caves and gives the price concession (and rewards their toughest, hard-to-work-with customers with the best pricing!). Sales managers have (an understandable) fear of losing customers, especially those they have had for a long time and had to fight hard to win in the first place. The easier choice often seems to be to grant the exception and land the deal, keep the customer, and hope to hold the line the next time. But, do pricing exceptions only impact the negotiation at hand and short-term margins, or do the ramifications go much deeper? Attend this session to understand the depth and prevalence of pricing exceptions and how companies manage them, the impact that pricing exceptions have on Average Selling Price (ASP) / Average Order Value (AOV), what drives companies to grant price discounts and the real implications of granting them, and strategies you can use to begin to reverse the course of a legacy of offering frequent price discounts.

Author(s): David Chapnick, Senior Consultant, Vantage Partners

Publication Date: 6/8/2015

Resource Type: Presentation handout

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Price: Non-Member - $0.00 | Individual Member - $0.00 | Corporate Member - $0.00

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40. Laozi and Transformation Toward a Customer-Centric Organization

Transforming the culture of an organization is never an easy task and is often viewed as a journey. Like all journeys, it begins with the first step. The presentation and discussion will focus on how one organization is moving from an internal focused P&L culture, to one of increased outward awareness, and ultimately toward a customer-centric culture that leads to improved P&L performance.

Author(s): Blair Child, Regional District Manager, Whirlpool Corporation; William Eisele, Strategic Account Manager, Penske Logistics; John Parillo, Director of Enterprise Accounts, Penske Logistics

Publication Date: 6/8/2015

Resource Type: Presentation handout

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Price: Non-Member - $0.00 | Individual Member - $0.00 | Corporate Member - $0.00

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SAMA 2015 Academic Forum for Practitioners (Annual Conference)

The SAMA Academic Forum is intended to spark animated dialogue over shared interests between current academic research in strategic account management and the connections to the practical challenges and objectives of our SAM community, resulting in more thought-provoking insights and next-level ideas to put into practice. This year the panel will consist of Dr. Noel Capon, R.C. Kopf Professor of International Marketing at Columbia University, Dr. Douglas Lambert, Director of the Global Supply Chain Forum at Ohio State University, and practitioners from SKF. The discussion will focus on Strategic Value Co-Creation, and include presentations on strategic customer value, formalized processes to create strategic customer value, and the application to the SAM community. During the forum attendees are invited to offer feedback and propose new topics for future research. We encourage your participation in whatever role or capacity you support your company's strategic/global accounts endeavors.

Author(s): Noel Capon, R.C. Kopf Professor of International Marketing, Columbia University, Columbia Business School; Corrado Cesti, Head of Heavy Industries, SKF; Douglas Lambert, Raymond E. Mason Chair in Transportation and Logistics; Professor of Marketing & Logistics; Director, The Global Supply Chain Forum, The Ohio State University, Fisher College of Business; Vartan Vartanian, Special Advisor to SKF CEO, SKF

Publication Date: 6/8/2015

Resource Type: Presentation handout

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Price: Non-Member - $0.00 | Individual Member - $0.00 | Corporate Member - $0.00

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Keynote: Journey to C Level Support

Getting C-level executive sponsorship on the journey to becoming a customer-centric organization, creating a SAM culture and establishing the new corporate alignment can be challenging. How to sell and create buy-in, and maintain the ongoing support from leadership is critical. Dominique will share her experiences establishing a strategic account management initiative, starting the journey to C-level executive sponsorship, keeping the passion going and advancing to create the strategic corporate culture.

Author(s): Dominique Côté, Executive Director, Commercial Operations and Excellence , Zoetis

Publication Date: 6/8/2015

Resource Type: Presentation handout

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Price: Non-Member - $0.00 | Individual Member - $0.00 | Corporate Member - $0.00

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nExtchange: Total Value Contribution: Speaking the customer's language drives strategic results

Speaking the customer's language drives strategic results!: The word value takes on different meanings depending on the lens through which we view it. In the world of strategic account management there is a clear benefit to narrowing that view to specific areas, which ultimately results in total customer value creation. Joseph Pinzon discusses how value creation enables strategic organizations to represent themselves differently -- and, in “showing up” differently, how it changes the entire strategic account management process in terms of how we engage with strategic sourcing and procurement.

Author(s): Joseph Pinzon, Vice President of Enterprise Accounts, Konica Minolta Business Solutions

Publication Date: 6/8/2015

Resource Type: Presentation handout

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Price: Non-Member - $0.00 | Individual Member - $0.00 | Corporate Member - $0.00

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nExtchange: Living Your Story

Tim Riesterer discusses the meaning of Living the Story and your role as a storyteller in your company. You’ll encounter “non-believers” – people who aren’t bought into your story – and your job is to beat back the non-believers. We must change non-believers into believers by leading them to “a change of heart,” which comes about by making prospects see the change – the visual and emotional story – and then making them feel the change. He reminds us that living the story is hard, that non-believers are everywhere and it takes persistence, diligence, discipline, a special regiment, and special effort to change the heart of customers.

Author(s): Tim Riesterer, Chief Strategy & Marketing Officer at Corporate Visions

Publication Date: 6/8/2015

Resource Type: Presentation handout

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Price: Non-Member - $0.00 | Individual Member - $0.00 | Corporate Member - $0.00

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SAMA Annual Conference Keynote Address: Thomas Hurlimann

In a world where risk and complexity are growing faster than the global economy, and in an industry where for over 300 years everything has been centered around products, Zurich Insurance is transforming to put the customer at the center of everything it does. Thomas Hürlimann, CEO of Zurich Global Corporate will share how he personally leads this strategic transformation in the corporate business at Zurich. He will highlight the challenges, the mistakes and also the successes that he experiences every day.

Author(s): Thomas Hürlimann, CEO, Global Corporate, Zurich Insurance Company Ltd.

Publication Date: 6/8/2015

Resource Type: Presentation handout

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Price: Non-Member - $0.00 | Individual Member - $0.00 | Corporate Member - $0.00

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SAMA Annual Conference Keynote Address: Dominique Cote

Getting C-level executive sponsorship on the journey to becoming a customer-centric organization, creating a SAM culture and establishing the new corporate alignment can be challenging. How to sell and create buy-in, and maintain the ongoing support from leadership is critical. Dominique will share her experiences establishing a strategic account management initiative, starting the journey to C-level executive sponsorship, keeping the passion going and advancing to create the strategic corporate culture.

Author(s): Dominique Côté, Executive Director, Commercial Operations and Excellence , Zoetis

Publication Date: 6/8/2015

Resource Type: Presentation handout

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Price: Non-Member - $0.00 | Individual Member - $0.00 | Corporate Member - $0.00

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Customer Types in Real World Account Management

SAMA and the University of Mannheim, Germany partnered on a research project to test a universal framework for B2B companies to perform an initial segmentation of their important customers. Even when it comes to a supplier's most important customers, the types of relationships that exist are quite diverse. Over the years, company practitioners and experts have developed various systems to differentiate between the different types of accounts within a customer portfolio, in order to identify appropriate and effective management models. The study results shed light on the implications for supplier decision-making on strategy, cost-models, levels of investment, extent of senior management involvement in account relationships, talent assignments and more. Thank you to alll of the participants which made this research possible!

Author(s): Dr. Florian Kraus, Professor of Marketing, University of Mannheim; Ann Kristin Schmitt, PhD Candidate, University of Mannheim; Andreas Grawe, PhD Candidate, University of Mannheim; Elisabeth Cornell, Research General Manager, Strategic Account Management Association; Bernard Quancard, CEO, Strategic Account Management Association

Publication Date: 6/8/2015

Resource Type: Research

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