Successful Large Account Management

by Robert B. Miller, Stephen E. Heiman

Offers a systematic plan for managing the accounts of larger customers--applicable to all businesses, regardless of size or market--that ensures continuity of revenue and long-term steady growth

Genres: Business, Management

218 pages, Hardcover

First published December 31, 1899

Reviews

[Dave]

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]

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]

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]

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]

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

[Brad Dunn]

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]

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

[Pamela]

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

[Anjan]

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]

Got some useful tips from it.