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Page 61 of 63

Effective Decision-Making Within Strategic Account Relationships

This article explores the issues and challenges that surround managing the "Team Triangle" - made up of customers, headquarters and peripheral management - and explores methods of ensuring timely decision-making and improving overall account management productivity. Tuygan Göker discusses the 3 components of the "team triangle" and their roles in growing accounts, lists the skills that an operational leader should possess, provides a success story and offers a systematic approach that will help you to manage the "team triangle" successfully. Göker contends that awareness of these important concepts in the minds of management teams and customers will make success more viable and will increase the ROI of the portfolio.

Author(s): Göker, Tuygan

Publication Date: 10/1/2002

Resource Type: Focus: Europe

Subject Tags: Account Planning;Account Selection, Segmentation, and Portfolio Management;Communications;Customer Satisfaction;Executive Suite Issues;Internal Alignment;Organizational Structure;Program VP / Director Toolbox;Skills & Competencies;Supply Chain Management / Procurement;Team Issues;Value Creation / Innovation

Price: Non-Member - $10.00 | Individual Member - $0.00 | Corporate Member - $0.00

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Customer Relationship Management in a Food Processing & Packaging Solutions Company

This article showcases the experiences of a SAMA member whose company has given him the responsibility of selecting and developing CRM tools to support his company s business processes and, specifically, its key or strategic account management process. In an interview conducted last winter, he detailed the CRM solution they chose and why, the functionalities of the solution, its effects on the key accounts programme, the obstacles his team encountered in implementing this CRM solution and the key learnings he gathered from this experience.

Author(s): Olson, Melissa

Publication Date: 10/1/2002

Resource Type: Focus: Europe

Subject Tags: Account Planning;Executive Sponsorship;Internal Alignment;Knowledge Management;Program VP / Director Toolbox;SAM Program Case Studies;Technology: CRM, SFA, Communication Tools

Price: Non-Member - $10.00 | Individual Member - $0.00 | Corporate Member - $0.00

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Quick Takes

This column provides short reprints and / or recommendations of important articles from other publications: Outsourcing s Multi-edged Weapon by Andrew Kakabadse and Nada Korac-Kakabadse, European Management Journal; and Measuring Global Corporate Competitiveness by Jean-Claude Larréché, Financial Times Prentice Hall.

Author(s):

Publication Date: 10/1/2002

Resource Type: Focus: Europe

Subject Tags: Cultural Issues;Global Account Manager Toolbox;Organizational Structure;Supply Chain Management / Procurement;Value Creation / Innovation

Price: Non-Member - $10.00 | Individual Member - $0.00 | Corporate Member - $0.00

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Data Watch

Research data and statistics presented here include: Regional trends in the frequency of CEO turnover; Reasons for CEO departure for tenures ending in 1995, 1998, 2000 and 2001, by region; Within the top tier of strategic accounts, on average how many accounts does each SAM have? (SAMs operating multinationally); Within the top tier of strategic accounts, on average how many accounts does each SAM have? (SAMs operating globally).

Author(s):

Publication Date: 10/1/2002

Resource Type: Focus: Europe

Subject Tags: Account Planning;Account Selection, Segmentation, and Portfolio Management;Cultural Issues;General Business Issues;Global Account Manager Toolbox;Global Account Programs;Hiring, Retaining & Performance Evaluation of SAM;Organizational Structure

Price: Non-Member - $10.00 | Individual Member - $0.00 | Corporate Member - $0.00

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2002 SAMA Performance Award™ Winner: Marriott International and Siemens

This award acknowledges the success of Marriott International s Alliance Account Programme. Marriott International is winner of the Programme Performance Category for the 2002 SAMA Performance Award™. Its Alliance Account Programme focuses on accounts with $25 million in actual or potential lodging spent per year for Marriott and whose culture aligns with that of Marriott. The Alliance Account Programme seeks to use its strong global brands, unified global and local sales teams, value-added products and services, and cross-functional support to create customized offerings for global companies. This article details Marriott International s strategic account, Siemens.

Author(s): Sperry, Joe

Publication Date: 8/1/2002

Resource Type: Focus: Europe

Subject Tags: Account Selection, Segmentation, and Portfolio Management;Cultural Issues;Customer Satisfaction;Mature SAM Programs;Partnering Process / Strategic Alliances;SAM Program Case Studies;Value Creation / Innovation

Price: Non-Member - $10.00 | Individual Member - $0.00 | Corporate Member - $0.00

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The Seven Balancing Acts of Professional Behaviour in the U.S.: A Cultural Values Perspective

It is often difficult to determine what qualities define "professionalism" in cultures other than your own. This concept is important to understand, however, if you are working within a culture other than your own because it can determine your success or failure. This article seeks to define what "professionalism" means in American business culture. Grove and Hallowell assert that acting professionally in the United States includes a balancing act between divergent sets of American cultural values. They define seven contrasting sets of cultural values that define Americans concept of professionalism as well as examples of dos and don ts for each.

Author(s): Grove, Cornelius and Hallowell, Willa

Publication Date: 8/1/2002

Resource Type: Focus: Europe

Subject Tags: Communications;Cultural Issues;General Business Issues;Skills & Competencies

Price: Non-Member - $10.00 | Individual Member - $0.00 | Corporate Member - $0.00

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Data Watch

Research data and statistics presented here include: Too Few Leaders For Too Many Opportunities and CEO Top Concern: Competing For Talent.

Author(s):

Publication Date: 8/1/2002

Resource Type: Focus: Europe

Subject Tags: Cultural Issues;Global Account Manager Toolbox;Hiring, Retaining & Performance Evaluation of SAM

Price: Non-Member - $10.00 | Individual Member - $0.00 | Corporate Member - $0.00

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Focus: Europe

In this issue: 2002 SAMA Performance Award™ Winner: Marriott International and Siemens; 2002 SAMA Performance Award™ Nominee: Schurter Group; The Seven Balancing Acts of Professional Behaviour in the U.S.: A Cultural Values Perspective; and Data Watch.

Author(s):

Publication Date: 8/1/2002

Resource Type: Focus: Europe

Subject Tags:

Price: Non-Member - $20.00 | Individual Member - $0.00 | Corporate Member - $0.00

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Alcatel: Consultative Selling Transforms Hard-Core Technologists into Strategic Business Partners

This article explores the experience of Alcatel, an e-communications company, as it shifted its sales organization towards a more strategic selling process. Alcatel found that change within its sales organization was difficult to implement. In an effort to learn from the experts, instead of stumbling through trial and error, it turned to consultants for guidance on strategic sales strategy, customer approach and senior management access. This article follows Alcatel s transition to consultative selling and the effects of this type of selling on its strategic accounts.

Author(s): Stirm, Martin and Goldmann, Andreas

Publication Date: 5/1/2002

Resource Type: Focus: Europe

Subject Tags: Account Planning;Account Selection, Segmentation, and Portfolio Management;Cultural Issues;Executive Sponsorship;Financial Analysis;Knowledge Management;Organizational Structure;SAM Program Case Studies;Team Issues;Technology: CRM, SFA, Communication Tools;Value Creation / Innovation

Price: Non-Member - $10.00 | Individual Member - $0.00 | Corporate Member - $0.00

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Quick Takes: American Expat Adjustment: Learning to Ride the Roller Coaster

This edition of Quick Takes discusses the trials of expatriate business men and women, lists best practices for family adjustment, includes the criteria most likely to make an individual adaptable to new cultures and discusses expatriate adjustment as a process.

Author(s): Sokol, Marc

Publication Date: 5/1/2002

Resource Type: Focus: Europe

Subject Tags: Cultural Issues

Price: Non-Member - $10.00 | Individual Member - $0.00 | Corporate Member - $0.00

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SAM Toolbox: Work Across Borders: Working Effectively Across Cultural Boundaries

Ted Dale discusses how differences in working styles between those of different cultures can affect the way business is done. Included in this article are tips for doing business with those who are either more direct or more indirect than you on the subjects: leadership, establishing credibility, obtaining information, meetings, training and giving and receiving feedback.

Author(s): Dale, Theodore

Publication Date: 5/1/2002

Resource Type: Focus: Europe

Subject Tags: Cultural Issues;General Business Issues;Global Account Manager Toolbox;Knowledge Management;Skills & Competencies;Training & Professional Development

Price: Non-Member - $10.00 | Individual Member - $0.00 | Corporate Member - $0.00

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Customers Talk, BT Listens: U.K. Telecom Leader Integrates Channels to Cover Major Accounts

This case study describes BT plc s reorganization of its strategic account management approach after it realized that its current strategy was becoming increasingly ineffective. BT plc worked with MarketBridge to roll out an effective selling model, custom-fit for their business. BT plc chose to implement a multi-channel approach to selling and customer service. This article provides a twelve-step program description for launching an organization-wide multi-channel integrated program as well as a description of how BT plc benefited from this new sales strategy.

Author(s): Abery, Lesley; Christen, Colleen; and Kriessmann, Erin

Publication Date: 5/1/2002

Resource Type: Focus: Europe

Subject Tags: Account Planning;Channel Conflict;Cultural Issues;Customer Satisfaction;Organizational Structure;SAM Program Case Studies;Supply Chain Management / Procurement;Team Issues;Technology: CRM, SFA, Communication Tools

Price: Non-Member - $10.00 | Individual Member - $0.00 | Corporate Member - $0.00

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DataWatch

In this edition of DataWatch: How Do Executives Prepare Their Companies for Minor and Major Change? What are the Key Elements of Making an Organization Change When Necessary? Managing Change: the Key Roles of Leadership and Culture.

Author(s):

Publication Date: 5/1/2002

Resource Type: Focus: Europe

Subject Tags: Organizational Structure;Skills & Competencies

Price: Non-Member - $10.00 | Individual Member - $0.00 | Corporate Member - $0.00

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Focus: Europe

In this issue: Schwarzkopf & Henkel: International Account Management in the European Branded Goods Market; Alcatel: Consultative Selling Transforms Hard-Core Technologists into Strategic Business Partners; Quick Takes: American Expatriate Adjustment: Learning to Ride the Roller Coaster; SAM Toolbox: Work Across Borders: Working Effectively Across Cultural Boundaries; Customers Talk, BT Listens: U.K. Telecom Leader Integrates Channels to Cover Major Accounts; and Data Watch.

Author(s):

Publication Date: 5/1/2002

Resource Type: Focus: Europe

Subject Tags:

Price: Non-Member - $20.00 | Individual Member - $0.00 | Corporate Member - $0.00

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Getting-and Keeping-Strategic Account Management on the CEO Agenda

The launch and implementation of a strategic accounts program necessarily requires a significant investment of time, money and corporate resources over an extended period of time. It also requires not only the approval of senior / top management, but their sustained commitment to and involvement in the process. The business case for strategic account management is rooted in a convergence of compelling factors most often related to: economic and supply chain trends, key customers, competition, return on investment, value to the strategic account, company organization and culture. Strategic account professionals who have experienced the process of introducing strategic account management in their companies testify to the continual need to communicate "the case" for strategic accounts, particularly in an age when rapid and uncertain change at the highest levels of a corporation is a familiar scenario. Explore various ways to ensure continuing alignment of the SAM program with corporate goals and objectives, reinforce the value of your SAM program internally, measure and communicate that value in financial terms, and institutionalize the commitment to SAM on an enterprise level.

Author(s): Mathias, Peter

Publication Date: 4/28/2002

Resource Type: Presentation handout

Subject Tags: Executive Suite Issues;Financial Analysis;Internal Alignment;Metrics - Program / Account;Organizational Structure;Value Creation / Innovation

Price: Non-Member - $20.00 | Individual Member - $12.00 | Corporate Member - $12.00

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Is Your GAM Program Delivering Results? Evaluating Your GAM Program

The global winners list is changing rapidly. Most of the new winners have recognized the need to become global partners with their clients. Not partners in the legal sense, but companies leveraging their global infrastructures for mutual benefit. In order to play and compete in this global market you must have an effective GAM program. But how can you tell if your program is effective?

Author(s): Fred H. Schindler, Former GAM Program Executive, IBM; Dave Potter, Former Director, GAM Programs, Xerox

Publication Date: 4/1/2002

Resource Type: Velocity Magazine

Subject Tags:

Price: Non-Member - $10.00 | Individual Member - $0.00 | Corporate Member - $0.00

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SAM Programme Roles & Competencies

At SAMA s London Best Practices Forum, Edmund Bradford, Managing Director of Mosaic Partnership Ltd., presented an overview of strategic account manager roles, responsibilities, skills, and competencies. This ancillary presentation material explores competency profiling and performance measurement, and provides a diagram of the Building Blocks of Strategic Account Management built of the right people, the right accounts, and program alignment.

Author(s): Edmund Bradford

Publication Date: 1/29/2002

Resource Type: Presentation handout

Subject Tags: Account Planning;Account Selection, Segmentation, and Portfolio Management;Critical Success Factors for Strategic Accounts;Hiring, Retaining & Performance Evaluation of SAM;Internal Alignment;Metrics - Program / Account;SAM 101 - The Basics for Starting a SAM Program;Skills & Competencies;Value Creation / Innovation

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

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Solectron: Building Customer Teams to Deliver on Your Companys Value Proposition (Velocity, Winter 02)

Julie LaNasa, Owner, Collaborative Consulting, LLC


"My company, Collaborative Consulting has been working with organizations across a wide range of industries for over 20 years to build effective customer teams that result in profitable growth for the supplier and the customers.    This article was written in 2001 and 12 years later the same rules apply. Best practice companies develop teams, customer plans, and strategies to reflect the breadth of the their customer’s total business and make the team itself one of the primary vehicles for delivering their company’s value proposition.  Highly effective teams are driven from the top of the organization and are focused on bringing big ideas and innovation to the market."

Author(s): Julie LaNasa, Owner, Collaborative Consulting, LLC

Publication Date: 1/1/2002

Resource Type: Velocity Magazine

Subject Tags:

Price: Non-Member - $10.00 | Individual Member - $0.00 | Corporate Member - $0.00

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Focus: Europe

In this issue: The Moeller Group: Getting Closer to the Customer Puts the "Strategic" into Strategic Account Management; Quick Takes: Does the Home Country Effect Matter for Firm Performance?; Beyond the Competent Strategic Account Manager: Building a Competency-Based SAM Programme; Creating Value with Client Management: The Successful Implementation of Client Management at Finnair.

Author(s):

Publication Date: 10/22/2001

Resource Type: Focus: Europe

Subject Tags:

Price: Non-Member - $20.00 | Individual Member - $0.00 | Corporate Member - $0.00

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The Moeller Group: Getting Closer to the Customer Puts the "Strategic" into Strategic Account Management

The Moeller Group, a company that focuses much of its activity around factory automation, performed a transformation of its sales force to get closer to the customer and to become a solutions provider rather than solely a component manufacturer. The article provides a detailed layout of the change in infrastructure, the SAM program, and implementation of the strategies to deliver customer value first and foremost. The program involves processes that monitor performance for long-term strategic account management across an entire range of value drivers, and is complemented through the utilization of a robust IT system. Extensive communication, SAM empowerment, precision planning and a pilot to refine the rollout have paid off for Moeller in aligning with key customers.

Author(s): Grosse, Christian; Kolle, Jurgen, Dr. and McCracken, Patricia

Publication Date: 10/22/2001

Resource Type: Focus: Europe

Subject Tags: Account Planning;Account Selection, Segmentation, and Portfolio Management;Business Case for Strategic Account Management;Critical Success Factors for Strategic Accounts;Cultural Issues;Customer Satisfaction;Hiring, Retaining & Performance Evaluation of SAM;Metrics - Program / Account;Organizational Structure;SAM Program Case Studies;Skills & Competencies;Team Issues;Technology: CRM, SFA, Communication Tools;Training & Professional Development;Value Creation / Innovation

Price: Non-Member - $10.00 | Individual Member - $0.00 | Corporate Member - $0.00

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Quick Take

This column provides short reprints and/or recommendations of important articles from other publications: "The Swedish Marketing Federation Awards Storbacka"; "Does the Home Country Effect Matter for Firm Performance?" by Gabriel Hawawini, Venkat Subramanian, and Paul Verdin.

Author(s): Hawawini, Gabriel ; Subramanian, Venkat; and Verdin,Paul

Publication Date: 10/22/2001

Resource Type: Focus: Europe

Subject Tags: Global Account Programs;Hiring, Retaining & Performance Evaluation of SAM;Metrics - Program / Account;Technology: CRM, SFA, Communication Tools;Value Creation / Innovation

Price: Non-Member - $10.00 | Individual Member - $0.00 | Corporate Member - $0.00

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Creating Value with Client Management: The Successful Implementation of Client Management at Finnair

Due to a variety of customer types and considerable variations in service within the airline industry, Finnair, the world s 6th oldest airline,developed a "Client Management" program utilising CRM concepts to intensify sales in this increasingly competitive environment. This article discusses the global implementation of Client Management within a seven-month period by providing special training for client managers who then serve as change agents at the local level. Finnair has had significant revenue increases, more importantly it has a strong customer focus with appropriate resource allocation.

Author(s): Kopponen, Micaela

Publication Date: 10/22/2001

Resource Type: Focus: Europe

Subject Tags: Account Selection, Segmentation, and Portfolio Management;Business Case for Strategic Account Management;Global Account Manager Toolbox;Global Account Programs;Metrics - Program / Account;Organizational Structure;SAM Program Case Studies;Skills & Competencies;Technology: CRM, SFA, Communication Tools;Value Creation / Innovation

Price: Non-Member - $10.00 | Individual Member - $0.00 | Corporate Member - $0.00

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Beyond the Competent Strategic Account Manager: Building a Competency-Based SAM Programme

In presenting a case for building a competency-based SAM program, this article outlines the key elements and roles required for such a framework to seamlessly integrate a business vision with strategy. The challenge is to integrate the competencies of five typical roles within a program, when the program itself will vary with the differing organization s missions. Close attention is given to the levels of SAM competencies so as to determine essential requirements versus developmental gaps, and as a result an organization encourages career progression. The competency framework used in this approach is based on a dynamic tool that equips a company to gain the competitive advantage in SAM recruitment and retention.

Author(s): Bradford, Edmund; and Minshull, Jean

Publication Date: 10/22/2001

Resource Type: Focus: Europe

Subject Tags: Cultural Issues;Global Account Programs;Hiring, Retaining & Performance Evaluation of SAM;Metrics - Program / Account;Organizational Structure;Skills & Competencies

Price: Non-Member - $10.00 | Individual Member - $0.00 | Corporate Member - $0.00

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2001 SAMA Organizational Performance Awardâ„¢ Winner: Williams Company Alliance Development Group

Headdquartered in Tulsa, Oklahoma, the Williams Company is a 93-year-old multibillion dollar company with 24,000 employees and three main divisions: Telecommunications, Energy ( refineries, oil and gas drilling, power), and a federally regulated Pipeline Division. Wi l l i a m s owns and manages more than 47,000 miles of pipelines. One of its core competencies is transportation, whether it's "bits, bytes, barrels or BTUs." During the 1990s, Williams' market research u n c o v e red that many of its most sophisticated customers were interested in a single source for communications and energy solutions. Williams, with its engineering, functional and tactical culture, realized it would have to think and act differently if it were going to supply such integrated solutions. In 1997, as one of the first steps in this cultural change, Williams moved Jim Trecek (self-admittedly the only "left-handed, right-brained English major in the firm") from a successful national sales & marketing manager role in the Williams' fiber optic and satellite communications business to become the Vice President of Williams' Alliance Development Group (ADG).

Author(s): Joe Sperry Partner, S4 Consulting

Publication Date: 9/1/2001

Resource Type: Velocity Magazine

Subject Tags:

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

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Focus: Europe

In this issue: Realising Relationship Potential at Henkel: Using Account Profitability to Upgrade Customer Relationships; European Benchmarking Forums Provide Opportunity for Peers to Compare, Contrast, Collaborate and Commiserate; "Protocols" Make E-Mail More Effective...Fortunately!; Effective Key Account Management in Europe: A Complex Challenge; Data Watch; Quick Takes.

Author(s):

Publication Date: 8/1/2001

Resource Type: Focus: Europe

Subject Tags:

Price: Non-Member - $20.00 | Individual Member - $0.00 | Corporate Member - $0.00

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Page 61 of 63