THE KEY TO SUSTAINED GROWTH AND LONG-TERM BUSINESS SUCCESS Key account management is one of the most important tasks in today's dynamic business environment. For key accounts, innovative service is needed, personal relationships are important, specific requirements for international key accounts have to be met, and the customer perspective must be included. What is important is not just the product or service, but the ability to work with customers in a better way. Establishing a key account management concept within an organization presents both a challenge and a great opportunity. The St. Gallen KAM concept is a tried and tested formula for highly effective and successful customer relations.