ABSTRACT
Account management aims to maintain and optimise the relationship with strategic customers. In this chapter, the authors outline the developments, on both the demand and supply side, which have led to the development of account management. The role of the account manager is a central, coordinating one, with numerous sub–roles communicator, problem–solver, manager by objectives and, especially, multi–level door–opener. The Decision Making Unit has a heterogeneous character that is dependent on the client or client segment. An organisation’s choice for account management is a choice for a more sustainable, less ad hoc way of working one focused on the long term. Account management’s place in the organisation. The sales director and national account managers participate in various account teams. Eligibility requirements apply to individuals or organisations responding to a public invitation to tender. These are minimum requirements or criteria.
