Read more
Develop the skills and capabilities to maintain high performance, deliver exceptional customer value and drive profitable growth.
List of contents
Chapter - 01: Introduction: succeeding in increasingly complex customer relations Section - ONE: Network and Ecosystems-Wide Capabilities: Identifying opportunities for sustained value creation Chapter - 02: Strategizing and Planning Chapter - 03: Researching and Seeking Value-Creation Opportunities Chapter - 04: Managing Information and Conducting Financial Analysis Chapter - 05: Embracing technology and digitalisation Section - TWO: Inter-Organisational Capabilities: Fostering High-Value Relationships with Strategic Customers Chapter - 06: Developing Lasting Relationships Chapter - 07: Engaging, Communicating and Building Trust with Key Customers Chapter - 08: Fostering Value-Based Selling and Co-Creating Solutions Chapter - 09: Negotiating And Designing Supplier-Customer Partnerships Section - THREE: Intra-Organisational Capabilities: Creating the Conditions for High-Performance Account Management Chapter - 10: Promoting Customer Centricity Chapter - 11: Building Teams and Enhancing Cross-Functional Collaboration Chapter - 12: Achieving Top Management Involvement and Support Chapter - 13: Leading And Influencing Both with And Without Authority Chapter - 14: Conclusion: Enhancing Your Performance as Key Account Manager
About the author
Javier Marcos is Professor of Strategic Sales Management and Negotiation at Cranfield School of Management, UK. Prior to his career in academia, he worked for Unilever in management positions in Spain and in the UK and was the Director of Custom Programmes, Executive Education, and Senior Faculty at the University Cambridge, Judge Business School. He is the author of Implementing Key Account Management, also published by Kogan Page.Dr Rodrigo Guesalaga is a Professor of Marketing at the Universidad Alberto Hurtado, Chile. Previously, he was Dean of the School of Economics at Universidad Finis Terrae in Chile, Associate Professor and Director of the Strategic Sales Diploma at Pontificia Universidad Católica de Chile, and Senior Lecturer at Cranfield University, UK, where he led the Key Account Management Forum and the Sales Directors' Programme. He has also been invited to teach Universidad de los Andes in Chile, Vlerick Business School in Belgium, University of Eastern Finland, and University of Miami, US. He is the author of Implementing Key Account Management, also published by Kogan Page.Andrew Hough is Lecturer in Sales Leadership and Performance, Cranfield School of Management, UK. He has extensive experience of working in sales across companies such as Lloyds, Barclays Asset Finance, GE Capital and EMC2 Inc. He founded the Association of Professional Sales, which merged with the ISM to become the Institute of Professional Sales.Richard Vincent has over 35 years working in the high-tech industry and is the Founding Fellow of the Association of Professional Sales and previously the Co-Director of the Sales Leaders' Think Tank. A regular contributor to the International Journal of Sales Transformation, he is a Visiting Fellow at the Cranfield School of Management, UK.
