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Page 62 of 65

Focus: Teams

This inaugural issue of SAMA’s new supplement to Velocity™ Magazine—Focus: Teams features "Taking Your Teams to the Next Level Joint Customer Planning: How to Pull It Off", "Team Architects Share the Fundamentals" and other content pertaining to strategic account teams. In an effort to better deliver information to team members and leaders, this newsletter bundles information specific to team issues. Focus: Teams is distributed semi-annually in electronic format only and features new case studies, best practices, practical tools and cutting-edge information specific to this segment of the strategic accounts population.

Author(s):

Publication Date: 5/15/2003

Resource Type: Focus: Teams

Subject Tags: Account Planning;Communications;Compensation;Customer Satisfaction;Executive Sponsorship;Executive Suite Issues;Global Account Manager Toolbox;Global Account Programs;Internal Alignment;SAM Program Case Studies;Skills & Competencies;Team Issues;Technology: CRM, SFA, Communication Tools;Training & Professional Development;Value Creation / Innovation

Price: Non-Member - $25.00 | Individual Member - $0.00 | Corporate Member - $0.00

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IMPACT Without Authority

Want to spend less of your time selling internally? Your need to orchestrate customer solutions across geographies, markets and functions is paramount...but how do you successfully navigate the boundaries of your own organization? This book provides practical skills and outlines corporate best practices that allow you to create real impact for your customers AND your own company, even in the absence of authority. Learn How To: Coordinate company objectives across multiple levels; Get your entire organization to "rally" around the customer; Overcome resistance in your own organization; Achieve senior management commitment; and Work within the silo structure and combat territorialism.

Author(s): Helsing, Jane; Geraghty, Barbara; and Napolitano, Lisa

Publication Date: 5/1/2003

Resource Type: Publication

Subject Tags: Account Planning;Account Selection, Segmentation, and Portfolio Management;Business Case for Strategic Account Management;Channel Conflict;Communications;Compensation;Contracts & Agreements;Critical Success Factors for Strategic Accounts;Cultural Issues;Customer Satisfaction;Executive Sponsorship;Executive Suite Issues;Financial Analysis;General Business Issues;Hiring, Retaining & Performance Evaluation of SAM;Internal Alignment;Knowledge Management;Mature SAM Programs;Metrics - Program / Account;National / Regional Account Programs;New Account Manager Toolbox;Organizational Structure;Partnering Process / Strategic Alliances;Program VP / Director Toolbox;SAM Program Case Studies;Skills & Competencies;Supply Chain Management / Procurement;Team Issues;Technology: CRM, SFA, Communication Tools;Training & Professional Development;Value Creation / Innovation;Other

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

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A Message To The CEO: Is This YOUR Company?

This short, 10-page booklet is an excerpted chapter from SAMA s new book, IMPACT WITHOUT AUTHORITY, co-authored by Jane Helsing, Barbara Geraghty and Lisa Napolitano. While the book was written to teach strategic account managers to internally align efforts toward the customer, this excerpt is specifically meant for the CEO - to explain their personal mission-critical role in a strategic customer relationship and to stress the importance of aligning corporate goals to the customer s strategy. The risks of missed opportunities and lost customers is too great if the CEO is not engaged and playing a visible role within the strategic account management program. The complete book of IMPACT WITHOUT AUTHORITY is available for purchase online or call SAMA at 312-251-3131, ext. 20.

Author(s): Helsing, Jane; Geraghty, Barbara; and Napolitano, Lisa

Publication Date: 5/1/2003

Resource Type: Publication

Subject Tags: Business Case for Strategic Account Management;Communications;Critical Success Factors for Strategic Accounts;Customer Satisfaction;Executive Sponsorship;Internal Alignment;Skills & Competencies

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

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Taking Your Teams to the Next Level: Joint Customer Planning--How to Pull It Off

While joint customer planning can be a powerful tool, most often the challenges associated with this competency prevent teams from reaping rewards. In this article, Julie LaNasa describes the principal four challenges that teams must overcome to experience success with joint customer planning: leadership and the development of entrepreneurial ideas for growth; clarity, discipline and collaboration; senior management buy-in and commitment; and strategies, businesses and key player shifts. She also includes specific recommendations for sidestepping obstacles related to these challenges.

Author(s): LaNasa, Julie

Publication Date: 3/24/2003

Resource Type: Focus: Teams

Subject Tags: Account Planning;Communications;Critical Success Factors for Strategic Accounts;Customer Satisfaction;Executive Sponsorship;Internal Alignment;New Account Manager Toolbox;Partnering Process / Strategic Alliances;Skills & Competencies;Team Issues;Value Creation / Innovation

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

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Focus: Account Manager

This inaugural issue of SAMA’s new supplement to Velocity™ Magazine—Focus: Account Manager features "How to Leverage Presentations in Managing and Growing Customer Relationships" and "An Introduction to Working Within a Matrix Organization," as well as other content specific to the strategic account manager. In an effort to better deliver information to manager-level strategic account professionals (SAMs / KAMs / GAMs / NAMs, and all other variations on this category of sales position), this newsletter bundles information specific to the account manager. Focus: Account Manager is distributed semi-annuallly in electronic format only and features new case studies, best practices, practical tools and cutting-edge information specific to this segment of the strategic account management population.

Author(s):

Publication Date: 3/24/2003

Resource Type: Focus: Account Manager

Subject Tags: Account Planning;Account Selection, Segmentation, and Portfolio Management;Communications;Compensation;Cultural Issues;Executive Sponsorship;Global Account Manager Toolbox;Hiring, Retaining & Performance Evaluation of SAM;Internal Alignment;Mature SAM Programs;Metrics - Program / Account;New Account Manager Toolbox;Organizational Structure

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

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How to Leverage Presentations in Managing and Growing Customer Relationships

The manner in which a strategic account professional deals with competition, differentiation, pricing, value perception and a myriad of other issues, can determine long-term success with a strategic account. Mark Shonka and Dan Kosch explain that selling to and working with senior level executives in your customer s organization can significantly increase your chances of success when confronted with these challenges. It is important, therefore, to get in front of senior executives, as well as be effective when in front of them. In this article, Shonka and Kosch supply guidelines for selling to senior executives. They also describe, in detail, three types of presentations, to be made in front of customer decision-makers, explaining that delivering high-powered, memorable business presentations periodically and proactively will keep you on the agenda of your customers senior executives.

Author(s): Shonka, Mark and Kosch, Dan, IMPAX

Publication Date: 3/24/2003

Resource Type: Focus: Account Manager

Subject Tags: Communications;Customer Satisfaction;New Account Manager Toolbox;Skills & Competencies;Value Creation / Innovation

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

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An Introduction to Working Within a Matrix Organization

Working within a matrix organization can be a confusing and scary move for an account manager who is not accustomed to its unique environment. In this edition of The Buzz, SAMA s Elisabeth Cornell takes a close look at what working in a matrix organization means in terms of managing strategic accounts and the role of the strategic account manager. She provides: a definition, benefits of the matrix structure, the various forms a matrix organization can take and matrix team competencies and essentials.

Author(s): Cornell, Elisabeth

Publication Date: 3/24/2003

Resource Type: Focus: Account Manager

Subject Tags: Account Planning;Communications;Knowledge Management;New Account Manager Toolbox;Organizational Structure;Skills & Competencies;Team Issues

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

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Focus: Europe

In this issue: Successful Strategic Account Selection; Managing Key Customers at Dätwyler i/o devices: A Sound SAM Concept Doesn t Guarantee Reward-Implementation Is Key; BBV and SAM: No Longer Enough for P&G!; Developing People Skills for Global Leadership; and European CEOs Play Musical Chairs. Top Execs Are Falling at a Record Pace. Is that Good?

Author(s):

Publication Date: 1/1/2003

Resource Type: Focus: Europe

Subject Tags:

Price: Non-Member - $25.00 | Individual Member - $0.00 | Corporate Member - $0.00

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Successful Strategic Account Selection

Careful selection of strategic accounts is extremely important. The outcome of account selection not only determines the success of an account, but can also affect the success of the entire SAM programme. Edmund Bradford, in this issue of SAM Toolbox, describes both the critical factors that are commonly addressed insufficiently by many companies in the account selection process and a framework that will help guide you around the common pitfalls of strategic account selection. Bradford also provides an account selection model and explains how to fit this model into your own strategic account selection process.

Author(s): Bradford, Edmund

Publication Date: 1/1/2003

Resource Type: Focus: Europe

Subject Tags: Account Planning;Account Selection, Segmentation, and Portfolio Management;Critical Success Factors for Strategic Accounts;New Account Manager Toolbox;Partnering Process / Strategic Alliances;Program VP / Director Toolbox

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

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Managing Key Customers at Dätwyler i/o devices: A Sound SAM Concept Doesn t Guarantee Reward-Implementation Is Key

This article follows the efforts of Abatec-Maag, a division of Dätwyler i/o devices, in its implementation of a strategic account programme. Zeier and Wenger describe the initial stages of the programme’s implementation including the account selection process and the challenges Abatec-Maag encountered with its selected strategic accounts. This article goes on to describe Abatec-Maag’s customer interview and subsequent resource allocation process, the implementation plan it arrived at through team input and commitment and the key learnings that emerged from this process.

Author(s): Wenger, Christian and Zeier, Dr. Rene

Publication Date: 1/1/2003

Resource Type: Focus: Europe

Subject Tags: Account Planning;Account Selection, Segmentation, and Portfolio Management;Communications;Critical Success Factors for Strategic Accounts;Customer Satisfaction;Financial Analysis;Internal Alignment;Knowledge Management;Partnering Process / Strategic Alliances;Program VP / Director Toolbox;SAM 101 - The Basics for Starting a SAM Program;SAM Program Case Studies;Team Issues;Value Creation / Innovation

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

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BBV and SAM: No Longer Enough for P&G!

Dr. Kevin Wilson describes Procter & Gamble’s go-to-market strategy alteration, triggered by a recent – and increasing – shift of power in retail markets away from consumer packaged goods towards retailers. Based on Jeff Schomburger’s presentation given at the SAMA Executive Leadership Symposium, held in Amsterdam in Fall 2002, this article describes P&G’s efforts to stay ahead of this trend and remain “relevant” to its customers. Wilson describes the Customer Business Development (CBD) model P&G adopted, the customer demands that P&G is addressing through its CBD teams and the critical factors that contribute to the CBD teams’ success in delivering measurable value to P&G and its customers.

Author(s): Wilson, Dr. Kevin

Publication Date: 1/1/2003

Resource Type: Focus: Europe

Subject Tags: Account Planning;Communications;Customer Satisfaction;Executive Suite Issues;Mature SAM Programs;Organizational Structure;Partnering Process / Strategic Alliances;SAM Program Case Studies;Team Issues;Value Creation / Innovation

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

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Developing People Skills for Global Leadership

This issue of Quick Takes includes highlights from Dr. Ernest Gundling’s presentation given at the SAMA Executive Leadership Symposium held in Chicago in Fall 2002. Included are: shifts in leadership style by region, shifts in leadership style over time, a profile of global leadership, a definition of the ideal global leader, “how to” recommendations for developing successful global leaders, concerns expressed by overseas customers and common issues associated with working with U.S. counterparts.

Author(s):

Publication Date: 1/1/2003

Resource Type: Focus: Europe

Subject Tags: Cultural Issues;Skills & Competencies

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

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Data Watch: CEOs Play Musical Chairs. Top Execs Are Falling at a Record Pace. Is that Good?

In Europe, it is a growing trend for large companies to replace their top executives in hard times—in fact, European companies have recently surpassed the United States’ companies in their tendency to do so. This issue of Data Watch addresses this issue and the conditions surrounding it. It also questions whether this trend is a strong reaction to the past lenient treatment of “bad bosses” and cautions that, if so, this may result in European companies getting caught in a “revolving door” on this issue.

Author(s):

Publication Date: 1/1/2003

Resource Type: Focus: Europe

Subject Tags: Compensation;General Business Issues;Hiring, Retaining & Performance Evaluation of SAM

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

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The End of the Account Planning Ritual

Account planning is necessary for the success of a strategic account program. Often, however, businesses struggle with this competency. Edmund Bradford and Dylan Erens contend that companies can benefit from a structured approach to account planning that includes the use of technology tools. However, they explain that companies need to make the distinction between "account management" tools and "contact management" tools, and implement the first in their account planning strategy. This article provides a checklist for what an effective account management package should look like and a description of the 5 core areas around which account management technology should manage information.

Author(s): Bradford, Edmund and Erens, Dylan

Publication Date: 10/1/2002

Resource Type: Focus: Europe

Subject Tags: Account Planning;Account Selection, Segmentation, and Portfolio Management;Executive Suite Issues;Partnering Process / Strategic Alliances;Program VP / Director Toolbox;Skills & Competencies;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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Focus: Europe

In this issue: Effective Decision-Making Within Strategic Account Relationships; The End of the Account Planning Ritual; Customer Relationship Management in a Food Processing & Packaging Solutions Company; Quick Takes; and Data Watch.

Author(s):

Publication Date: 10/1/2002

Resource Type: Focus: Europe

Subject Tags:

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

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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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Page 62 of 65