Designing account management organizations

Organizational structures of account management systems are one of the most interesting and controversial parts of account management systems, because of the variety of organizational options that are available. The main focus is on the organization of account management systems and particularly on the decisions that have to be made in the design of the system. Fifteen so‐called decision topics, each representing a major decision in the process of designing an account management system, are selected. The decisions are mainly based on the matching of the working paper “Organizing the account force” of Shapiro and Moriarty with case study field research. In a table, a cross‐reference has been made of the cases and the 15 decision topics selected. Furthermore, a model is presented that can be used as a guide for companies that are planning to implement an account management system or want to improve their account management system further.