The High-Performing Key Account Manager: Creating Sustained Value with Strategic Customers

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Dr Javier Marcos Dr Rodrigo Guesalaga

The High-Performing Key Account Manager

Creating Sustained Value with Strategic Customers

Dr Javier Marcos, Dr Rodrigo Guesalaga, Andrew Hough , Richard Vincent

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English

Kogan Page Ltd
06 July 2025

Sales & marketing management

Explore the core knowledge and capabilities required for key account managers to deliver and sustain profitable relationships and drive growth with strategic customers.

In a rapidly changing economic environment, the role of a key account manager is now more important than ever due to the value they provide to the business and the profitable growth they enable. The High-Performing Key Account Manager demonstrates what core competencies and skills a key account manager needs to succeed, such as how to develop long-lasting relationships, how to build trust with key customers and how to foster value-based sales solutions. This book also establishes what organizational support they require in order to create the right conditions for high-performance account management including guidance on how to lead and influence, build teams and enhance cross-functional collaboration.

With real-world examples from leading companies such as Siemens, Caterpillar, Honeywell Group and CISCO Systems, this highly practical guide provides the strategies and tactics required to overcome common challenges, capitalize on emerging opportunities and enable key account managers to perform at the highest level.

By: Dr Javier Marcos, Dr Rodrigo Guesalaga, Andrew Hough, Richard Vincent
Imprint: Kogan Page Ltd
Country of Publication: United Kingdom
Dimensions: Height: 234mm, Width: 156mm,
ISBN: 9781398620308
ISBN 10: 1398620300
Pages: 392
Publication Date: 06 July 2025
Audience: College/higher education , Professional and scholarly , Primary , Undergraduate
Format: Paperback
Publisher's Status: Unspecified

Chapter - 01: Introduction: succeeding in increasingly complex customer relations Section - ONE: Network and Ecosystems-Wide Capabilities: Identifying opportunities for sustained value creation Chapter - 02: Strategizing and Planning Chapter - 03: Researching and Seeking Value-Creation Opportunities Chapter - 04: Managing Information and Conducting Financial Analysis Chapter - 05: Embracing technology and digitalisation Section - TWO: Inter-Organisational Capabilities: Fostering High-Value Relationships with Strategic Customers Chapter - 06: Developing Lasting Relationships Chapter - 07: Engaging, Communicating and Building Trust with Key Customers Chapter - 08: Fostering Value-Based Selling and Co-Creating Solutions Chapter - 09: Negotiating And Designing Supplier-Customer Partnerships Section - THREE: Intra-Organisational Capabilities: Creating the Conditions for High-Performance Account Management Chapter - 10: Promoting Customer Centricity Chapter - 11: Building Teams and Enhancing Cross-Functional Collaboration Chapter - 12: Achieving Top Management Involvement and Support Chapter - 13: Leading And Influencing Both with And Without Authority Chapter - 14: Conclusion: Enhancing Your Performance as Key Account Manager

Javier Marcos is Professor of Strategic Sales Management and Negotiation at Cranfield School of Management, UK. He is co-author of Implementing Key Account Management, published by Kogan Page. Rodrigo Guesalaga is Professor of Marketing at Universidad del Desarrollo, Chile. He is co-author of Implementing Key Account Management, published by Kogan Page. Andrew Hough is Lecturer in Sales Leadership and Performance at Cranfield School of Management, UK and is founder of the Association of Professional Sales. Richard Vincent is Visiting Fellow, Cranfield School of Management, UK and is a founding Fellow of the Association of Professional Sales.