Ch. 1. The Strategic Account Manager -- Ch. 2. The Four Phases of Account Development -- Ch. 3. Understanding the Customer's Organization -- Ch. 4. Strategic Account Management -- Ch. 5. The Situation Analysis for Focused Accounts -- Ch. 6. Presenting the Case to Management -- Ch. 7. Preparing to Develop the Strategic Account -- Ch. 8. How Can We Develop the Appropriate Relationships? -- Ch. 9. Heirs to the Glass Tower -- Ch. 10. The Account as a Market - Finding the Sales Opportunity -- Ch. 11. The Account Planning Process -- Ch. 12. The Account Planning Session -- Ch. 13. Planning an Executive Seminar -- Ch. 14. How to Profit from Automating Account Management -- Ch. 15. Automating the Account Management Process -- Ch. 16. Implementation of the Strategic Account Manager - Automated Edition -- Ch. 17. Summary
