Gift Guide

Global Account Management: Creating Value / Edition 1

Hardcover (Print)
Used and New from Other Sellers
Used and New from Other Sellers
from $1.99
Usually ships in 1-2 business days
(Save 97%)
Other sellers (Hardcover)
  • All (15) from $1.99   
  • New (7) from $37.05   
  • Used (8) from $1.99   


If you buy a new BMW you may be surprised as much by the owner's manual as by the car itself. Thin, personalized, and containing information only on the features you have selected in the language you speak, it is the result of a year's collaboration with Xerox that has radically improved the product and decimated costs. It is just one example of the new organizational structures and processes being developed at leading companies to serve the global marketplace. As firms realize that dealing with global customers is not simply an extension of key account management, their most common response is to launch a formal global account management initiative. Done well this is powerful and effective; however without proper planning it can spell disaster. Drawing on widely accepted 'key success factors' for global account management as well as new elements revealed by their research, David Hennessy and Jean-Pierre Jeannet redefine the process global account management around the premise that sustainable value springs only from an expert understanding of the customer's industry, its structure and its strategy. The book covers all critical aspects of the topic (the planning process, account selection, team building, executive support, global IT requirements, compensation structures and more) and draws on interviews with top global account managers at leading companies including IBM, Cable and Wireless, Siemens, HP, Guinness, Cisco, and Procter & Gamble.

Read More Show Less

Product Details

  • ISBN-13: 9780470848920
  • Publisher: Wiley
  • Publication date: 8/25/2003
  • Edition number: 1
  • Pages: 272
  • Product dimensions: 0.63 (w) x 9.21 (h) x 6.14 (d)

Meet the Author

Dr. H. David Hennessey is currently an Associate Professor of Marketing and International Business at Babson College, Wellesley, MA. USA. He is an Associate of Ashridge, UK, and has taught at IMD, Lausanne, Switzerland.

Prior to this he was the Director of Marketing at Interpace Corporation and worked as the Market Analyst at American Can Company. He previously consulted for AT&T, ICI, Jardine Matheson, Compaq, Philips, DSM, and Ansell Edmont.

His previous publications include: Global Marketing: Strategy and Cases, 5th Edition (2001), and How to Write a Marketing Plan, 3rd Edition (1998).

Dr. Jeane-Pierre Jeannet is currently the F.W. Olin Distinguished Professor of Global Business and Director of the William F. Glavin Center for Global Management at Babson College, Wellesley, MA, USA. He also has a dual appointment as Professor of Global Marketing and Strategy also at IMD, Lausanne, Switzerland.

He previously worked in banking in Switzerland and New York and has been an active consultant with many international firms such as AVEBE, Coutts, Deloitte Touch Tohmatsu, DSM, Huntsman Chemicals, ICI, Lego, Nokia, Polaroid, Serono, Siemens, Swatch and Zeneca.

His previous work includes Managing with a Global Mindset and co-authored titles including: Marketing Problems, Cases in International Marketing, Global Marketing: Strategies and Cases, and Cases in Marketing Management.

Read More Show Less

Table of Contents


1. Introduction .

2. Global Drivers.

3. Analyzing a  Global Customer's Industry .

4. Analyzing the Global Logic of a Customer's Business .

5. Understanding the Client's Strategy.

6. Developing and Delivering the Value Proposition .

7. The Global Account Management Team .

8. Supporting and Implementing Global Account Management .

Appendix: Global Account Management in Action: Xerox, Marriott International and Hewlett-Packard .



Read More Show Less

Customer Reviews

Be the first to write a review
( 0 )
Rating Distribution

5 Star


4 Star


3 Star


2 Star


1 Star


Your Rating:

Your Name: Create a Pen Name or

Barnes & Review Rules

Our reader reviews allow you to share your comments on titles you liked, or didn't, with others. By submitting an online review, you are representing to Barnes & that all information contained in your review is original and accurate in all respects, and that the submission of such content by you and the posting of such content by Barnes & does not and will not violate the rights of any third party. Please follow the rules below to help ensure that your review can be posted.

Reviews by Our Customers Under the Age of 13

We highly value and respect everyone's opinion concerning the titles we offer. However, we cannot allow persons under the age of 13 to have accounts at or to post customer reviews. Please see our Terms of Use for more details.

What to exclude from your review:

Please do not write about reviews, commentary, or information posted on the product page. If you see any errors in the information on the product page, please send us an email.

Reviews should not contain any of the following:

  • - HTML tags, profanity, obscenities, vulgarities, or comments that defame anyone
  • - Time-sensitive information such as tour dates, signings, lectures, etc.
  • - Single-word reviews. Other people will read your review to discover why you liked or didn't like the title. Be descriptive.
  • - Comments focusing on the author or that may ruin the ending for others
  • - Phone numbers, addresses, URLs
  • - Pricing and availability information or alternative ordering information
  • - Advertisements or commercial solicitation


  • - By submitting a review, you grant to Barnes & and its sublicensees the royalty-free, perpetual, irrevocable right and license to use the review in accordance with the Barnes & Terms of Use.
  • - Barnes & reserves the right not to post any review -- particularly those that do not follow the terms and conditions of these Rules. Barnes & also reserves the right to remove any review at any time without notice.
  • - See Terms of Use for other conditions and disclaimers.
Search for Products You'd Like to Recommend

Recommend other products that relate to your review. Just search for them below and share!

Create a Pen Name

Your Pen Name is your unique identity on It will appear on the reviews you write and other website activities. Your Pen Name cannot be edited, changed or deleted once submitted.

Your Pen Name can be any combination of alphanumeric characters (plus - and _), and must be at least two characters long.

Continue Anonymously

    If you find inappropriate content, please report it to Barnes & Noble
    Why is this product inappropriate?
    Comments (optional)