** Chapter - 01: Introduction: succeeding in increasingly complex customer relations * Section - ONE: Network and Ecosystems-Wide Capabilities: Identifying opportunities for sustained value creation ** Chapter - 02: Strategizing and Planning ** Chapter - 03: Researching and Seeking Value-Creation Opportunities ** Chapter - 04: Managing Information and Conducting Financial Analysis ** Chapter - 05: Embracing technology and digitalisation * Section - TWO: Inter-Organisational Capabilities: Fostering High-Value Relationships with Strategic Customers ** Chapter - 06: Developing Lasting Relationships ** Chapter - 07: Engaging, Communicating and Building Trust with Key Customers ** Chapter - 08: Fostering Value-Based Selling and Co-Creating Solutions ** Chapter - 09: Negotiating And Designing Supplier-Customer Partnerships * Section - THREE: Intra-Organisational Capabilities: Creating the Conditions for High-Performance Account Management ** Chapter - 10: Promoting Customer Centricity ** Chapter - 11: Building Teams and Enhancing Cross-Functional Collaboration ** Chapter - 12: Achieving Top Management Involvement and Support ** Chapter - 13: Leading And Influencing Both with And Without Authority ** Chapter - 14: Conclusion: Enhancing Your Performance as Key Account Manager.