Key Account Management and Planning: The Comprehensive Handbook for Managing Your Company's Most Important Strategic Asset
Capon, an academic and consultant, provides a framework for managing key accounts, which he describes as a company's single most important asset, since these accounts produce the major share of sales revenue. He offers a planning process that aids in developing strategies to enhance profitable results from these prized customer relationships. Central to his thesis is his congruence model for key account management, which has the following four elements--identifying key accounts; organizing and managing key accounts; identifying, managing, and rewarding account managers; and maintaining human and information based systems and processes. Capon also addresses the issues of key account-management partnering and global account management. The book concludes with exercises for developing key account management skills and an appendix containing a guide for developing a key account plan. This book could serve as a textbook for the author's executive training programs in key account-management and clearly is an infomercial for his consulting activities.Mary WhaleyCopyright © American Library Association. All rights reserved