This book takes an in-depth look at the 10 most critical enablers of an effective strategic customer management initiative, offering an organizational blueprint for a successful SAM program. It then leverages decades of benchmarking data with world-class companies to address the components of an efficient and effective value creation process. The book’s third section illuminates the key traits and competencies a strategic account manager needs in order to drive this strategic co-value creation process. And the book’s final section imagines the SAM of tomorrow, forecasting the impact of digitalization on the role of the SAM, on the value-creation process, and on the entire strategic customer- centric organization.

It is a challenging time for B2B. Disruptors abound, procurement organizations have become highly sophisticated, and the proliferation of data has unleashed forces of change whose repercussions will be felt wide and far. But these challenges also create enormous opportunities for strategic salespeople and strategic account managers who are able to harness them in the service of nurturing strong relationships and building innovative customer solutions that impact their customers’ business results.

Bernard Quancard is the president and CEO of the Strategic Account Management Association (SAMA). Quancard previously served as senior vice president and general manager of Schneider Electric’s global customers organization (SGBD), growing the organization from $180 million to more than $1 billion in consolidated sales in a four-year period. Quancard is a French native and a U.S. citizen residing in Chicago, Illinois. He holds a degree in electrical engineering from the University of Paris and an MBA from the University of Chicago Booth School of Business.