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Page 61 of 62

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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Realising Relationship Potential at Henkel: Using Account Profitability to Upgrade Customer Relationships

In response to the fast evolution of their customers and their competitors attempts at building cross-border account management, Henkel reviewed its own position and determined that the best way of getting ahead of the game was to become masters of their own machine. They developed a Direct Account Profitability (DAP) system. "Management is measurement, and building a reliable database is a huge step in getting an exact understanding of the specific profitability issues." The article explains how DAP is used to review strategic accounts and is now incorporated into Key Account Manager negotiation skills training.

Author(s): Van der Sande, Danny; Bradford, Edmund; and, Davidson, Robert

Publication Date: 8/1/2001

Resource Type: Focus: Europe

Subject Tags: Communications;Metrics - Program / Account;Skills & Competencies;Training & Professional Development;

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

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European Benchmarking Forums Provide Opportunity for Peers to Compare, Contrast, Collaborate and Commiserate

A recent series of SAMA Benchmarking Forums across Europe provided small groups of 20 peers a unique opportunity to look outside their own organization for creative insights to improve their ability to add value within their strategic customer relationships. The article covers the common themes echoed across the four events and the participants ability to network on a personal level. Future agendas will feature a subject expert presentation on a particular topic (e.g. compensation or customer portfolio management), as well as an opportunity to explore issues in even smaller roundtable discussion groups.

Author(s): Napolitano, Lisa

Publication Date: 8/1/2001

Resource Type: Focus: Europe

Subject Tags: Training & Professional Development

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

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Protocols Make E-Mail More Effective...Fortunately!

This is the second article in a two-part series that began with "E-mail Makes Everything More Efficient...Unfortunately!" (Focus: Europe, 2nd Quarter 2001). The "social capital" carefully cultivated with our strategic accounts is at risk if we don t supplement our E-mail transcripts with other modes of communications. The authors explain the appropriateness of the different modes within the context of two important factors: Importance of Social Presence and Importance of Information Richness.

Author(s): Grove, Cornelius; Hallowell, Willa; and, Molloy, Kathleen

Publication Date: 8/1/2001

Resource Type: Focus: Europe

Subject Tags: Communications;Cultural Issues;

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

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Effective Key Account Management in Europe: A Complex Challenge

The article touches upon the complexities of developing a strategy to strengthen your Pan-European customer relations and to design and implement your company s key account sales program of the future. Companies should first evaluate the status quo, internally and externally, according to Nine Key Enablers of KAM." Focus on selected pilot customers and measure the performance drivers. A brief overview of the key account programme at British company, De La Rue, is presented.

Author(s): Burbidge-King, John; Senn, Dr. Christoph; and, Zeier, Dr. Rene

Publication Date: 8/1/2001

Resource Type: Focus: Europe

Subject Tags: Account Selection, Segmentation, and Portfolio Management;Global Account Programs;SAM 101 - The Basics for Starting a SAM Program;SAM Program Case Studies;

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: Future Involvement in Strategic Buyer-Supplier "Partnering" Alliances; Top Management Challenges By Region.

Author(s):

Publication Date: 8/1/2001

Resource Type: Focus: Europe

Subject Tags: Executive Suite Issues;Partnering Process / Strategic Alliances;

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: "Definition of a Global Citizen," from "The Future of Global Management," by Dr. Ernest Gundling, www.meridianglobal.com.

Author(s):

Publication Date: 8/1/2001

Resource Type: Focus: Europe

Subject Tags: Cultural Issues;Global Account Programs;

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

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Focus: Europe

In this issue: ARCADIS Taps Into an Underused Resource: Executive Sponsorship; E-Mail Makes Everything More Efficient...Unfortunately!; Don t Gamble with GAM: How BCcomponents Reduced the Risk of their GAM Programme; Data Watch; Quick Take.

Author(s):

Publication Date: 5/1/2001

Resource Type: Focus: Europe

Subject Tags:

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

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ARCADIS Taps Into an Underused Resource: Executive Sponsorship

The article provides an overview of the Multinational Client Programme at ARCADIS, a global environmental engineering consultancy. In early 1999, after over eight years experience of managing multinational clients, there was a growing perception that the global teams were not connecting with the client at a strategic level and that senior managers within ARCADIS represented an unexploited asset of the company. An Executive Sponsorship programme was developed and all senior managers took on the role of executive sponsor for one multinational account. Two examples (with customers in aerospace and banking) show how senior manager involvement in strategic account management has enhanced the ARCADIS Multinational Client Programme.

Author(s): Wilson, Kevin

Publication Date: 5/1/2001

Resource Type: Focus: Europe

Subject Tags: Executive Sponsorship;Global Account Programs;SAM 101 - The Basics for Starting a SAM Program;Organizational Structure;SAM Program Case Studies;

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

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Don t Gamble with GAM: How BCcomponents Reduced the Risk of their GAM Programme

BCcomponents (BCc), a leading manufacturer of electronic components for telecommunications, automotive, consumer and industrial applications, and headquartered in the Netherlands, shares the lessons it learned on way to building a functional and effective Global Account Management (GAM) programme. Leif Schwan, Global Marketing Director, used a six-step approach to establish GAM and gained the visible support of his CEO and senior management.

Author(s): Bradford, Edmund and Schwan, Leif

Publication Date: 5/1/2001

Resource Type: Focus: Europe

Subject Tags: Global Account Programs;SAM 101 - The Basics for Starting a SAM Program;SAM Program Case Studies;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: Level of Involvement in Activities within Strategic Buyer-Supplier "Partnering" Alliances.

Author(s):

Publication Date: 5/1/2001

Resource Type: Focus: Europe

Subject Tags: Partnering Process / Strategic Alliances

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: "E-Commerce Becoming Eurocommerce: Steady Growth Projected for the Continent," by Tessa Romito, Business 2.0.

Author(s):

Publication Date: 5/1/2001

Resource Type: Focus: Europe

Subject Tags: E-Commerce;

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

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E-Mail Makes Everything More Efficient...Unfortunately!

For the benefit of global business people, the article examines the role of e-mail in building and subtracting from "social capital," one of the foundations for successful working relationships. E-mail has inherent problems that may undermine communications and these are manifested in: 1) Interpretation of Meaning; 2) Motivation to Act; and 3) Process of Disagreements.

Author(s): Grove, Cornelius; Hallowell, Willa; and Molloy, Kathleen

Publication Date: 5/1/2001

Resource Type: Focus: Europe

Subject Tags: Communications;Cultural Issues;

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

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Harnessing Global Potential: Insights into Managing Customers Worldwide

This book cogently captures the dynamics of globalization and explains the evolution of global account management (GAM) practices. The authors share their collective years experience in research and consulting in the area of strategic account management as well as the rich findings from the Global Account Management Study, by The Sales Research Trust.

Author(s): Wilson, Kevin; Millman, Tony; Weilbaker, Dan; and Croom, Simon

Publication Date: 5/1/2001

Resource Type: Publication

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

Price: Non-Member - $19.95 | Individual Member - $16.00 | Corporate Member - $12.00

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Cross-Cultural Competencies for Individuals on Global Teams

This presentation discusses the set of conditions needed for the success of any cross-cultural business team. It focuses on analyzing differences, exploring behavioral techniques for responses, and a "third way" - the team approach - which is not dominated by any one cultural group.

Author(s): Grove, Cornelius

Publication Date: 5/1/2001

Resource Type: Presentation handout

Subject Tags: Communications;Cultural Issues;Global Account Manager Toolbox;Global Account Programs;Team Issues;Value Creation / Innovation

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

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Focus: Europe

In this issue: Managing Global Client Relationships at Deutsche Bank: Management Discipline, Process and Technology; Global Sourcing - Fast; The Political Entrepreneur: Are We Seeing A New Management Role Emerging With the Global Account; Aligning Incentives with Corporate Objectives and Strategic Account Manager Accountabilities; Data Watch.

Author(s):

Publication Date: 1/1/2001

Resource Type: Focus: Europe

Subject Tags:

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

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Aligning Incentives with Corporate Objectives and Strategic Account Manager Accountabilities

Compensation is a key factor in attracting and retaining high caliber account managers. Earnings for global or key account managers should be in alignment with their roles and responsibilities. The article examines the role of the GAM and the considerations relevant to the design of a GAM s compensation plan. Supporting data is provided from SAMA s Annual Survey of Strategic Account Management Compensation Practices; and, The Alexander Group author and consultant, Linda Mahoney, recommends explicit rules for sales crediting.

Author(s): Mahoney, Linda

Publication Date: 1/1/2001

Resource Type: Focus: Europe

Subject Tags: Compensation;Global Account Manager Toolbox;Global Account Programs;Skills & Competencies

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

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Global Sourcing-Fast!

The future for e-procurement will focus on leveraging computers and other devices, making them more intuitive, powerful and easy-to-use, and also on accelerating productivity by eliminating repetitive, administrative tasks. Management will see early adopters of e-procurement as champions because the direct results of their efforts will be lower cost of goods, more goods and services sourced in less time. ERP systems will be replaced by collective Value Chain Resource Planning (VCRP) systems, allowing all members of the supply chain to exchange data simultaneously for seamless product manufacturing and fulfillment.

Author(s): Guillemaud, Wes

Publication Date: 1/1/2001

Resource Type: Focus: Europe

Subject Tags: Supply Chain Management / Procurement

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: The European Internet Economy: 2004; Business-to-Business Internet Commerce in Europe.

Author(s):

Publication Date: 1/1/2001

Resource Type: Focus: Europe

Subject Tags: E-Commerce;

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

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Managing Global Client Relationships at Deutsche Bank: Management Discipline, Process and Technology

The article provides an overview of the changing marketplace for wholesale banking, the environment in which Deutsche Bank has reconfigured its account relationship model to suit the changing buying behavior of global clients and the new realities of wholesale banking. In 1998, the Global Corporate and Institutional (GCI) Division was created to focus on global relationships and since has made quantum strides in improving its competitive position, and its returns on capital now regularly exceed 25%. The authors cite GCI s critical success factors including dual client coverage of the global relationship manager and senior investment banker. Looking to the future, investment banks must face the challenges of using CRM technologies to institutionalize relationship process.

Author(s): Mathias, Peter F. and Fitschen, Juergen

Publication Date: 1/1/2001

Resource Type: Focus: Europe

Subject Tags: Global Account Programs;SAM 101 - The Basics for Starting a SAM Program;SAM Program Case Studies;Skills & Competencies;Technology: CRM, SFA, Communication Tools;

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

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The Political Entrepreneur: Are We Seeing a New Management Role Emerging with the Global Account?

Research over the past ten years has led lead researcher, academic and consultant Kevin Wilson to distinguish the evolving role of a strategic account manager managing key customers in a globalized environment. The author defines a "political entrepreneur" and the skills and competencies that set this strategic account professional apart from other account managers. Further, different levels of political and entrepreneurial skill can be applied at different stages in the development of a global relationship. Dr. Wilson discusses the demands and opportunities for the GAM at these points: early-GAM; mid-GAM; mid-to-partnership GAM; synergistic-GAM; and uncoupling-GAM.

Author(s): Wilson, Kevin

Publication Date: 1/1/2001

Resource Type: Focus: Europe

Subject Tags: Global Account Manager Toolbox;Global Account Programs;Skills & Competencies;Value Creation / Innovation

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

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Page 61 of 62