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• Cover page
• Title page
• Imprint
• Table of contents
• About the author
• Foreword
• Preface
• Preface to the sixth edition
• Acknowledgements
• And it was all going so very well…
• Part One: Definitions and purpose
• 01 The key account approach
• 02 Why Key Account Management?
• 03 The spectrum of KAM ambition
• 04 What is a key account?
• 05 What is Key Account Management?
• Part Two: Analysis: opportunity and value
• 06 Knowing the market, knowing your value
• 07 Knowing the people, knowing your value
• Part Three: Relationship management
• 08 From ‘bow-ties’ to ‘diamonds’
• 09 Decision mapping and contact strategies
• 10 The good, the bad, the sad and the ugly
• Part Four: Achieving key supplier status
• 11 The purchasing revolution
• 12 Supply chain management: seeking value
• 13 Purchasing organization: rationalization and centralization
• 14 Supplier positioning: managing suppliers
• Part Five: Achieving strategic supplier status
• 15 Being of strategic value
• 16 How do they plan to grow?
• 17 How do they aim to win?
• 18 What drives them?
• 19 A shared future?
• Part Six: The value proposition
• 20 The customer’s total business experience
• 21 The customer’s activity cycle
• 22 Measuring the value – securing the reward
• 23 Making the proposal
• Part Seven: Planning and joint planning
• 24 The key account plan
• 25 Joint planning
• Part Eight: Targeting
• 26 Customer classification
• 27 Customer distinction
• 28 Global Account Management
• Part Nine: Making it happen
• 29 Sins and requirements
• 30 Leadership and organization
• 31 Skills, attitudes and behaviours
• 32 The role of information technology
• 33 Measuring customer profitability
• 34 The implementation plan
• 35 Training and further help
• Index
• Full imprint