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An organization's key accounts are its lifeblood. Key account management focuses on the long-term investment of resources in customers that can offer an exceptional return on resources. But which are the key accounts? Are they the ones growing the fastest? The ones that are most financially secure? Or are they the ones that shout the loudest? Key Account Management puts forward a straightforward and effective planning methodology. This fully updated 6th edition of Key Account Management takes a long-term, team-selling strategic view of the whole process, from defining the customer, to managing the relationship and achieving key supplier status. With coverage of latest best practice including IT's role in account management, plus new case studies, online supporting resources and a new section comparing how different industries/markets approach key account management, it stands alone as the premier book on managing key customers.
An organization's key accounts are its lifeblood. Key account management focuses on the long-term investment of resources in customers that can offer an exceptional return on resources. But which are the key accounts? Are they the ones growing the fastest? The ones that are most financially secure? Or are they the ones that shout the loudest? Key Account Management puts forward a straightforward and effective planning methodology. This fully updated 6th edition of Key Account Management takes a long-term, team-selling strategic view of the whole process, from defining the customer, to managing the relationship and achieving key supplier status. With coverage of latest best practice including IT's role in account management, plus new case studies, online supporting resources and a new section comparing how different industries/markets approach key account management, it stands alone as the premier book on managing key customers.
Über den Autor
Peter Cheverton is founding Director of INSIGHT Marketing and People, a global training and consulting firm specializing in the development of customer-focused business strategies, with a strong focus on Key Account Management and Business Leadership. He has developed an international reputation as one of the leading experts in these challenging areas, working hands-on with clients around the world. He is author of Key Marketing Skills, Global Account Management and Key Account Management in Financial Services (Kogan Page).
Zusammenfassung
Supported by a number of online resources, including helpful templates, guides for students and lecturers, and self tests
Inhaltsverzeichnis
About the author
Foreword by Professor Malcolm McDonald
Preface
Preface to the sixth edition
Acknowledgements
And it was all going so very well... Part One Definitions and purpose01 The key account approach
02 Why Key Account Management?
03 The spectrum of KAM ambition
04 What is a key account?
05 What is Key Account Management?Part Two Analysis: opportunity and value06 Knowing the market, knowing your value
07 Knowing the people, knowing your valuePart Three Relationship management08 From 'bow-ties' to 'diamonds'
09 Decision mapping and contact strategies
10 The good, the bad, the sad and the uglyPart Four Achieving key supplier status11 The purchasing revolution
12 Supply chain management: seeking value
13 Purchasing organization: rationalization and centralization
14 Supplier positioning: managing suppliersPart Five Achieving strategic supplier status15 Being of strategic value
16 How do they plan to grow?
17 How do they aim to win?
18 What drives them?
19 A shared future?Part Six The value proposition20 The customer's total business experience
21 The customer's activity cycle
22 Measuring the value - securing the reward
23 Making the proposalPart Seven Planning and joint planning24 The key account plan
25 Joint planningPart Eight Targeting26 Customer classification
27 Customer distinction
28 Global Account ManagementPart Nine Making it happen 29 Sins and requirements
30 Leadership and organization
31 Skills, attitudes and behaviours
32 The role of information technology
33 Measuring customer profitability
34 The implementation plan
35 Training and further helpIndex For free online support material please go to the Kogan Page website: [...]
Foreword by Professor Malcolm McDonald
Preface
Preface to the sixth edition
Acknowledgements
And it was all going so very well... Part One Definitions and purpose01 The key account approach
02 Why Key Account Management?
03 The spectrum of KAM ambition
04 What is a key account?
05 What is Key Account Management?Part Two Analysis: opportunity and value06 Knowing the market, knowing your value
07 Knowing the people, knowing your valuePart Three Relationship management08 From 'bow-ties' to 'diamonds'
09 Decision mapping and contact strategies
10 The good, the bad, the sad and the uglyPart Four Achieving key supplier status11 The purchasing revolution
12 Supply chain management: seeking value
13 Purchasing organization: rationalization and centralization
14 Supplier positioning: managing suppliersPart Five Achieving strategic supplier status15 Being of strategic value
16 How do they plan to grow?
17 How do they aim to win?
18 What drives them?
19 A shared future?Part Six The value proposition20 The customer's total business experience
21 The customer's activity cycle
22 Measuring the value - securing the reward
23 Making the proposalPart Seven Planning and joint planning24 The key account plan
25 Joint planningPart Eight Targeting26 Customer classification
27 Customer distinction
28 Global Account ManagementPart Nine Making it happen 29 Sins and requirements
30 Leadership and organization
31 Skills, attitudes and behaviours
32 The role of information technology
33 Measuring customer profitability
34 The implementation plan
35 Training and further helpIndex For free online support material please go to the Kogan Page website: [...]
Details
| Erscheinungsjahr: | 2016 |
|---|---|
| Fachbereich: | Management |
| Genre: | Importe, Wirtschaft |
| Rubrik: | Recht & Wirtschaft |
| Medium: | Buch |
| Inhalt: | Gebunden |
| ISBN-13: | 9780749479053 |
| ISBN-10: | 0749479051 |
| Sprache: | Englisch |
| Ausstattung / Beilage: | HC gerader Rücken kaschiert |
| Einband: | Gebunden |
| Autor: | Cheverton, Peter |
| Hersteller: | Kogan Page |
| Verantwortliche Person für die EU: | Books on Demand GmbH, In de Tarpen 42, D-22848 Norderstedt, info@bod.de |
| Maße: | 250 x 175 x 27 mm |
| Von/Mit: | Peter Cheverton |
| Erscheinungsdatum: | 11.04.2016 |
| Gewicht: | 0,896 kg |
Über den Autor
Peter Cheverton is founding Director of INSIGHT Marketing and People, a global training and consulting firm specializing in the development of customer-focused business strategies, with a strong focus on Key Account Management and Business Leadership. He has developed an international reputation as one of the leading experts in these challenging areas, working hands-on with clients around the world. He is author of Key Marketing Skills, Global Account Management and Key Account Management in Financial Services (Kogan Page).
Zusammenfassung
Supported by a number of online resources, including helpful templates, guides for students and lecturers, and self tests
Inhaltsverzeichnis
About the author
Foreword by Professor Malcolm McDonald
Preface
Preface to the sixth edition
Acknowledgements
And it was all going so very well... Part One Definitions and purpose01 The key account approach
02 Why Key Account Management?
03 The spectrum of KAM ambition
04 What is a key account?
05 What is Key Account Management?Part Two Analysis: opportunity and value06 Knowing the market, knowing your value
07 Knowing the people, knowing your valuePart Three Relationship management08 From 'bow-ties' to 'diamonds'
09 Decision mapping and contact strategies
10 The good, the bad, the sad and the uglyPart Four Achieving key supplier status11 The purchasing revolution
12 Supply chain management: seeking value
13 Purchasing organization: rationalization and centralization
14 Supplier positioning: managing suppliersPart Five Achieving strategic supplier status15 Being of strategic value
16 How do they plan to grow?
17 How do they aim to win?
18 What drives them?
19 A shared future?Part Six The value proposition20 The customer's total business experience
21 The customer's activity cycle
22 Measuring the value - securing the reward
23 Making the proposalPart Seven Planning and joint planning24 The key account plan
25 Joint planningPart Eight Targeting26 Customer classification
27 Customer distinction
28 Global Account ManagementPart Nine Making it happen 29 Sins and requirements
30 Leadership and organization
31 Skills, attitudes and behaviours
32 The role of information technology
33 Measuring customer profitability
34 The implementation plan
35 Training and further helpIndex For free online support material please go to the Kogan Page website: [...]
Foreword by Professor Malcolm McDonald
Preface
Preface to the sixth edition
Acknowledgements
And it was all going so very well... Part One Definitions and purpose01 The key account approach
02 Why Key Account Management?
03 The spectrum of KAM ambition
04 What is a key account?
05 What is Key Account Management?Part Two Analysis: opportunity and value06 Knowing the market, knowing your value
07 Knowing the people, knowing your valuePart Three Relationship management08 From 'bow-ties' to 'diamonds'
09 Decision mapping and contact strategies
10 The good, the bad, the sad and the uglyPart Four Achieving key supplier status11 The purchasing revolution
12 Supply chain management: seeking value
13 Purchasing organization: rationalization and centralization
14 Supplier positioning: managing suppliersPart Five Achieving strategic supplier status15 Being of strategic value
16 How do they plan to grow?
17 How do they aim to win?
18 What drives them?
19 A shared future?Part Six The value proposition20 The customer's total business experience
21 The customer's activity cycle
22 Measuring the value - securing the reward
23 Making the proposalPart Seven Planning and joint planning24 The key account plan
25 Joint planningPart Eight Targeting26 Customer classification
27 Customer distinction
28 Global Account ManagementPart Nine Making it happen 29 Sins and requirements
30 Leadership and organization
31 Skills, attitudes and behaviours
32 The role of information technology
33 Measuring customer profitability
34 The implementation plan
35 Training and further helpIndex For free online support material please go to the Kogan Page website: [...]
Details
| Erscheinungsjahr: | 2016 |
|---|---|
| Fachbereich: | Management |
| Genre: | Importe, Wirtschaft |
| Rubrik: | Recht & Wirtschaft |
| Medium: | Buch |
| Inhalt: | Gebunden |
| ISBN-13: | 9780749479053 |
| ISBN-10: | 0749479051 |
| Sprache: | Englisch |
| Ausstattung / Beilage: | HC gerader Rücken kaschiert |
| Einband: | Gebunden |
| Autor: | Cheverton, Peter |
| Hersteller: | Kogan Page |
| Verantwortliche Person für die EU: | Books on Demand GmbH, In de Tarpen 42, D-22848 Norderstedt, info@bod.de |
| Maße: | 250 x 175 x 27 mm |
| Von/Mit: | Peter Cheverton |
| Erscheinungsdatum: | 11.04.2016 |
| Gewicht: | 0,896 kg |
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