Strategic customer management: strategizing the sales organization
Saved in:
| Main Author: | |
|---|---|
| Format: | Book |
| Language: | English |
| Published: |
Oxford [u.a.]
Oxford Univ. Pr.
2009
|
| Edition: | 1. publ. |
| Subjects: | |
| Online Access: | Inhaltsverzeichnis |
| Physical Description: | XVI, 321 S. graph. Darst. |
| ISBN: | 9780199544509 |
Staff View
MARC
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| 245 | 1 | 0 | |a Strategic customer management |b strategizing the sales organization |c Nigel F. Piercy and Nikala Lane |
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Record in the Search Index
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|---|---|
| adam_text | Contents
List of Figures and Table
xi
About the Authors
xiii
What the Experts Say About Strategic Customer Management
xv
Part I Making the Case
1.
Introduction: Is Sales the New Marketing?
3
Appendix
1.1
Diagnosing the Changing Salesforce Role
33
Part II Making the Sales Organization Strategic
2.
Involvement: Putting Sales Back into Strategy
37
3.
Intelligence: You Are What You Know
89
4.
Integration: Getting Your Act Together Around
Customer Value
117
Appendix
4.1
Mapping Cross-functional Relationships
146
5.
Internal Marketing: Selling the Customer to
the Company
147
6.
Infrastructure: Aligning Sales Process and Structure
with Business Strategy
. 171
Part III Meeting Broader Challenges Yet
7.
Inspiration: Filling the Leadership Gap
207
8.
Influence: The Power to Change Things
229
9.
Integrity: The Challenge of Corporate Responsibility
and Ethics That Matter to Customers
245
10.
International: Looking Beyond National Boundaries
Because Customers Do
279
Appendix
10.1
How Strategic is Your Sales Organization?
302
Index
313
List of Figures and Table
Figures
1.1
Forces driving the sales organization
9
1.2
Organizational evolution
22
1.3
Imperatives for the strategic sales organization
24
1.4
Analysing the changing salesforce role
26
2.1
Identifying strategic issues
40
2.2
The customer portfolio
45
2.3
Relationships with large customers
52
2.4
How buyers see suppliers
66
2.5
Buyer and seller relationships
70
2.6
Screening the customer portfolio
83
3.1
Changing market definitions
97
3.2
Understanding market structure and trends
100
3.3
Building market pictures
103
3.4
New rules for customer-oriented SWOT analysis
106
3.5
Changing focus in strategic sales 111
4.1
Integration around value processes
119
4.2
Changing organizational imperatives
130
4.3
Strategic internal relationships
134
4.4
Key cross-functional relationships
142
5.1
Internal marketing
148
5.2
Internal markets and external markets
151
5.3
The parcel and the wall
153
5.4
Screening customer strategies for implementation
problems
157
5.5
Internal marketing programmes
160
5.6
Levels of internal marketing
162
5.7
Customer satisfaction outcomes
163
xii
List of Figures and Table
5.8
Internal and external customer satisfaction
165
5.9
Dimensions of internal and external customer satisfaction
166
5.10
Internal and external quality/service
168
6.1
Sales management control strategy
176
6.2
Do we really know what our sales managers do?
187
6.3
Sales manager control and salesperson performance
combinations
189
6.4
The dangerous trade-off
195
6.5
Balancing roles in team design
201
6.6
Structuring the transformation
203
8.1
Force-field analysis
236
8.2
Key player matrix
236
Table
10.1
Synthesis of eight-country sales manager
research findings
296
|
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| author | Piercy, Nigel 1953-2017 |
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| dewey-full | 658.8/12 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.8/12 |
| dewey-search | 658.8/12 |
| dewey-sort | 3658.8 212 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| edition | 1. publ. |
| format | Book |
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| id | DE-604.BV035338589 |
| illustrated | Illustrated |
| indexdate | 2024-07-09T21:31:37Z |
| institution | BVB |
| isbn | 9780199544509 |
| language | English |
| lccn | 2008046091 |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-017142917 |
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| physical | XVI, 321 S. graph. Darst. |
| publishDate | 2009 |
| publishDateSearch | 2009 |
| publishDateSort | 2009 |
| publisher | Oxford Univ. Pr. |
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| spelling | Piercy, Nigel 1953-2017 Verfasser (DE-588)170152138 aut Strategic customer management strategizing the sales organization Nigel F. Piercy and Nikala Lane 1. publ. Oxford [u.a.] Oxford Univ. Pr. 2009 XVI, 321 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Customer relations / Management Customer services Klantenbinding gtt Relatiemarketing gtt Customer relations Management Kundenmanagement (DE-588)4236865-0 gnd rswk-swf Strategisches Management (DE-588)4124261-0 gnd rswk-swf Vertriebsorganisation (DE-588)4078869-6 gnd rswk-swf Kundenmanagement (DE-588)4236865-0 s Strategisches Management (DE-588)4124261-0 s DE-604 Vertriebsorganisation (DE-588)4078869-6 s DE-188 Lane, Nikala Sonstige (DE-588)137833075 oth Digitalisierung UB Bamberg application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=017142917&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Piercy, Nigel 1953-2017 Strategic customer management strategizing the sales organization Customer relations / Management Customer services Klantenbinding gtt Relatiemarketing gtt Customer relations Management Kundenmanagement (DE-588)4236865-0 gnd Strategisches Management (DE-588)4124261-0 gnd Vertriebsorganisation (DE-588)4078869-6 gnd |
| subject_GND | (DE-588)4236865-0 (DE-588)4124261-0 (DE-588)4078869-6 |
| title | Strategic customer management strategizing the sales organization |
| title_auth | Strategic customer management strategizing the sales organization |
| title_exact_search | Strategic customer management strategizing the sales organization |
| title_full | Strategic customer management strategizing the sales organization Nigel F. Piercy and Nikala Lane |
| title_fullStr | Strategic customer management strategizing the sales organization Nigel F. Piercy and Nikala Lane |
| title_full_unstemmed | Strategic customer management strategizing the sales organization Nigel F. Piercy and Nikala Lane |
| title_short | Strategic customer management |
| title_sort | strategic customer management strategizing the sales organization |
| title_sub | strategizing the sales organization |
| topic | Customer relations / Management Customer services Klantenbinding gtt Relatiemarketing gtt Customer relations Management Kundenmanagement (DE-588)4236865-0 gnd Strategisches Management (DE-588)4124261-0 gnd Vertriebsorganisation (DE-588)4078869-6 gnd |
| topic_facet | Customer relations / Management Customer services Klantenbinding Relatiemarketing Customer relations Management Kundenmanagement Strategisches Management Vertriebsorganisation |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=017142917&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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