Handbook of Strategic Account Management : A Comprehensive Resource

Online-Ressource (1 online resource (650 p.))

Description based upon print version of record

Cover; Title page; Copyright page; Contents; Acknowledgements; The editors; About this book; Key strategic account management: where are we now?; A definition of KSAM; Questions for research; Section 1: Strategic dimensions of KSAM; Section 2: Value creation through KSAM; Section 3: Developing KSAM programmes; Section 4: Operationalizing KSAM; SECTION 1: Strategic Dimensions of KSAM; Making the case for managing strategic accounts; Introduction; Addressing customers; Generalized pressures on traditional go-to-market strategies; Increased competition; PESTLE forces; Globalization

Increased selling costsSummary; Pressures from customers; Affirmative reduction in number of suppliers; Rising importance of procurement; Changes in the procurement process; Impact of pressures on the firm; Small account management; Key, strategic and global account management; Conclusion; Drivers for key account management programmes; Introduction; Key account management; Benefits of key account management programmes; Internal and external driving forces for KAM programmes; Managing industrial sales complexity: A tentative framework; Research method

Three key account management programmes at ABBKAM programme - ABB Swedish Market; KAM programme in the ABB business area for industrial products and systems; Key account management for organizational reorientation; KAM programme drivers; Conclusions; KSAM as an organizational change: making the transition; Introduction; KSAM strategy; Drivers of KSAM; KSAM strategy implementation; KSAM structure; Positioning KSAM in the organizational structure; Positioning KSAM and sales; Key account teams; Making the change; The KSAM transitioning curve; The early stages; The later stages; Conclusion

Switching costs in key account relationshipsConceptual framework and hypotheses; Antecedents of switching costs; Consequences of switching costs; Data collection; Results; Discussion; The strategic buyer: how emerging procurement strategies may support KAM/SAM relationships; Introduction; The strategic importance of purchasing; The economics of trust; Strategic alignment; Power-based relationships; Collaborative innovation; The transformation of purchasing and supply; Implications for future SAM/KAM research; Conclusion

Social and ethical concerns in strategic account management: emerging opportunities and new threatsIntroduction; Strategic relationships between organizations; Strategic account management relationships; Broadening the management perspective on SAM; Ethical dilemmas to be resolved in making SAM effective and sustainable; Corporate social responsibility as a dimension of strategic customer relationship; Ethical dilemmas in SAM and how to avoid them; The good of the few versus the good of the many; The unintended consequences of concessions to strategic accounts

Moral dilemmas in implementing the SAM executive role

ECONIS - Online Catalogue of the ZBW