The New Successful Large Account Management: Maintaining and Growing Your Most Important Assets -- Your Customers

by Robert B. Miller, Stephen E. Heiman, Tad Tuleja

For the Accounts You Can't Afford to Lose: The Strategies that Will Keep Your Customers Coming Back Whether your company has $50,000 or $5 million in sales, chances are that at least half of your revenue comes from a few crucial accounts. What does it take to keep them going strong? The authors of The New Strategic Selling and The New Conceptual Selling present a hard-hitting, no-nonsense book of techniques to improve your most important business relationships. Updated with recent examples of actual success stories, this new edition explores how online click speeds have resulted in highly sophisticated customers who expect all services to be done in "real time." Discover: * The Long View: Studying and really understanding your company-and your customer's business-can mean years of selling success * "Lamp" Strategies: Activate a Large Account Management Process strategy to turn your best customers into permanent "external assets" * Trends and Market Forces: Constantly identify and reappraise the conditions that can make your services more crucial than ever * Channels of Communication: The right contacts and communication lines will help you make key changes-before it's too late!

Genres: Business, Management

272 pages, Paperback

First published December 31, 1899

Reviews

[Dave · Rating 1 out of 5]

I’ve read a lot of business books over the years and I have to honestly say that this was one of the worst ones I’ve ever read. For one, the book is dated. It’s over 30 years old. Also the business example they used in the book just didn’t seem to make a whole lot of sense. For an account like Datavoc that makes up 1/5 of annual sales for Precomm the sales rep should not have to sell any of the company’s executives on the importance of this account. The execs should already be intimately familiar with and heavily involved in working with this customer especially since Precomm also represents 1/3 of Datavoc’s supplier spend! I don’t think this book, because it is so dated, factors in the frequent transitioning of key decision makers in an organization which makes developing relationships with KDM’s more difficult and requires suppliers to have to continually resell the value of their products and services to customers.

The book seems to be an adaptation of Strategic Selling. The book also talks about setting goals of 1-3 years which is entirely inconsistent with how most companies set goals and compensation plans for their Account Managers and Sales Reps. The book also seemed very repetitive.

[Danielle · Rating 3 out of 5]

I like the mindset in this novel — customer centricity. I also thought the process of laying out an account’s health by sponsors, anti-sponsors, charters, etc was informative. I wish there were more examples of LAMP though... like with DTC or marketing or really anything other than just manufacturing.

Would I have read this book for fun? No. This was required reading for my company sooooo.... yeahhhh....

[Scott Boling · Rating 4 out of 5]

I read the book for work. It is basically a straightforward playbook for keeping and growing your biggest customers.

It focuses on understanding what your key accounts actually care about, building long‑term plans, and staying ahead of competitors.

I like that is no fluff, just practical steps for managing high‑value relationships and protecting the revenue that really matters.

[Chris · Rating 2 out of 5]

This book is quite dated by now, a lot of the groundbreaking thinking is now commonplace. Not a complete waste of my time because it did motivate me to discuss one of the principles in our weekly sales meeting, but it’s probably on its very last useful legs.

[Da277 · Rating 4 out of 5]

Not my typical read. Completed for upcoming LAMP certification. Good business strategy book.

[Brad Dunn · Rating 4 out of 5]

My professor at NYU told me to read the Miller Heiman series and i'm really glad I did. This is the third book I read. About large account management and I have to say its made me keen to get into the office on Monday and start planning for our major accounts. I think this is probably one of the better MH books I've read, but, i will say this, if you don't have long term happy customers, you might find this book less relevant for you. This is for major accounts really.

[Jared · Rating 4 out of 5]

If your job is account management, this is a great guide.

[Pamela · Rating 3 out of 5]

This book gave some ideas on how to handle large accounts.

[Anjan · Rating 4 out of 5]

A well structured good book that takes a comprehensive approach to Account Management. It really makes sense. However it's more process -oriented but could have been more strategic.

[Martina Latini · Rating 4 out of 5]

Got some useful tips from it.