H. David Hennessey, Jean-Pierre Jeannet
ISBN: 0-470-84892-8
Cloth
270 pages
June 2003

As firms realize that dealing with global customers is not simply an extension of key account management, their most common response is to launch a formal global account management initiative. Done well, this is powerful and effective. Without proper planning, it can spell disaster. Drawing on widely accepted 'key success factors' for global account management as well as new elements revealed by their research, the authors redefine the process global account management around the premise that sustainable value springs only from an expert understanding of the customer's industry, its structure and its strategy. Global Account Management covers all critical aspects of the topic (the planning process, account selection, team building, executive support, global IT requirements, compensation structures and more) and draws on interviews with top global account managers at leading companies including IBM, Cable and Wireless, Siemens, HP, Guinness, Cisco, and Procter & Gamble.