Includes bibliographical references and index.

Foreword by professor Malcolm McDonald -- Acknowledgements -- Preface -- Preface to the fifth edition -- Definitions and purpose -- The key account approach -- Why key account management? -- The spectrum of KAM ambition -- What is a key account? -- What is key account management? -- Analysis: opportunity and value -- Knowing the market, knowing your value -- Knowing the people, knowing your value -- Relationship management -- From "bow-ties" to "diamonds" -- Decision mapping and contact strategies -- The good, the bad, the sad, and the ugly -- Achieving key supplier status -- The purchasing revolution -- Supply chain management : seeking value -- Purchasing organization : rationalization and centralization -- Supplier positioning : managing suppliers -- Achieving strategic supplier status -- Being of strategic value -- How are they growing? -- How do they aim to win? -- What drives them? -- A shared future? -- The value proposition -- The customer's total business experience -- The customer's activity cycle -- Measuring the value -- Making the proposal -- Planning & joint planning -- The key account plan -- Joint planning -- Targeting -- Customer classification -- Customer distinction -- Global account management -- Making it happen -- Sins and requirements -- Leadership and organization -- The skills required -- The role of information technology -- Measuring customer profitability -- The implementation plan -- Training and getting further help -- Index. ' The essential guide to global best practice.'