Verfügbarkeit: Key account management

Key account management: tools and techniques for achieving profitable key supplier status

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Bibliographische Detailangaben
1. Verfasser:	Cheverton, Peter (VerfasserIn)
Format:	Buch
Sprache:	English
Veröffentlicht:	London Kogan Page 2008
Ausgabe:	4. ed.
Schlagworte:	Selling > Key accounts Marketing > Key accounts Customer services Kundengruppenmanagement
Online-Zugang:	Table of contents Contributor biographical information Publisher description Inhaltsverzeichnis
Beschreibung:	Includes bibliographical references and index
Beschreibung:	xvii, 379 p. ill. 25 cm
ISBN:	9780749452773 0749452773

Internformat

MARC


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Datensatz im Suchindex

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adam_text	TOOLS AND TECHNIQUES FOR ACHIEVING PROFITABLE KEY SUPPLIER STATUS 4TH EDITION ILL 11 1 KOGAN PAGE LONDON AND PHILADELPHIA CORTEOTS FOREWORD BY PROFESSOR MALCOLM MCDONALD X ACKNOWLEDGEMENTS XII PREFACE XIII PREFACE TO THE FOURTH EDITION XIV ABOUT THE AUTHOR XV AND IT WAS ALL GOING SO VERY WELL... XVI PART I DEFINITIONS AND PURPOSE 1 1. THE CHALLENGE 3 STRATEGY OR TACTICS? 5 2. WHY KEY ACCOUNT MANAGEMENT: AGGRESSIVE OR DEFENSIVE? 8 THE JOURNEY 8; THE REASONS 9; YOUR OWN JOURNEY 12; THE REWARDS 13; APPLICATION EXERCISE 15 3. WHAT IS A KEY ACCOUNT? AN INVESTMENT 16 THE PERILS OF SIZEISM 17; THE INVESTMENT 20; DOES EVERYBODY KNOW? 21; APPLICATION EXERCISE 22 4. WHAT IS KEY ACCOUNT MANAGEMENT? 23 WHAT S IN A WORD? 23; MANAGING THE FUTURE 23; WHERE TO START? 24; THE IMPORTANCE OF BALANCE 25; GUESSING, OR MAKING THE FUTURE? 28; SANITY CHECKS 28; A WORKING DEFINITION 30; THE KAM MODEL 31; APPLICATION EXERCISE 33 CONTENTS . PART II ANALYSIS: OPPORTUNITY AND VALUE 35 5. KNOWING THE MARKET, KNOWING YOUR VALUE 37 THE OPPORTUNITY CHAIN 37; COMPLEX NETWORKS 46; APPLICATION EXERCISE 51 6. KNOWING THE PEOPLE, KNOWING YOUR VALUE 52 THE OPPORTUNITY SNAIL 52; PENETRATING THE SNAIL 55; PUTTING CHAINS AND SNAILS TOGETHER 59; APPLICATION EXERCISE 61 PART III RELATIONSHIP MANAGEMENT 63 7. FROM BOW-TIES TO DIAMONDS 65 THREE APPROACHES TO SELLING 67; THE KAM JOURNEY 71; CHARTING THE COURSE 74; APPLICATION EXERCISE 90 8. CONTACT STRATEGIES 91 THE CUSTOMER S DECISION-MAKING PROCESS 92; THE CUSTOMER S DMU (DECISION-MAKING UNIT) 93; THE ANALYTICAL TOOLS IN THE DMU TOOLKIT 94; USING THE TOOLS IN PRACTICE 105; THE ACTION TOOLS IN THE DMU TOOLKIT 108; APPLICATION EXERCISE 113 9. THE HUMAN FACTOR 114 LOGIC OR EMOTION? 115; BUILDING RAPPORT 116; APPLICATION EXERCISE 120 10. THE GOOD, THE BAD, THE SAD AND THE UGLY 121 THE BAD STORY 121; THE SAD STORY 123; THE UGLY STORY 124; HINDSIGHT, OR FORESIGHT? 126; THE GOOD STORY 126; THE SECOND GOOD STORY 127; APPLICATION EXERCISE 129 PART IV ACHIEVING KEY SUPPLIER STATUS 131 11. THE PURCHASING REVOLUTION 133 WHAT S IN A NAME? 134; REASONS FOR THE PURCHASING REVOLUTION 137; APPLICATION EXERCISE 140 12. SUPPLY CHAIN MANAGEMENT: SEEKING VALUE 141 ESCAPING PRICE... EMBRACING VALUE 143; ESCAPING THE LIMITATIONS OF THE SNAIL 145; APPLICATION EXERCISE 148 13. PURCHASING ORGANIZATION: RATIONALIZATION AND CENTRALIZATION 149 SUPPLIER RATIONALIZATION 150; CENTRALIZATION OF THE PURCHASING ORGANIZATION 152; RATIONALIZATION AND CENTRALIZATION: IS IT GOOD FOR US? 157; APPLICATION EXERCISE 159 VI . CONTENTS 14. SUPPLIER POSITIONING: MANAGING SUPPLIERS 160 MAKING TIME TO MANAGE SUPPLIERS 160; SUPPLIER POSITIONING MODELS 161; USING THE ANALYSIS 163; WHY MEASURE SPEND? 164; WHY MEASURE RISK/SIGNIFICANCE? 166; MANAGING SUPPLIERS 167; POSITIONING IS ONE THING - BUT LIFE GOES ON 177; BEHAVE APPROPRIATELY, BUT PLAN YOUR ESCAPE 178; APPLICATION EXERCISE 180 PARTV ACHIEVING STRATEGIC SUPPLIER STATUS 181 15. BEING OF STRATEGIC VALUE 183 TIMES CHANGE 183; WHEN CUSTOMERS SNAP 184; WHEN CUSTOMERS MERGE 186; BEING OF STRATEGIC VALUE 186; THE DIAGNOSTIC TOOLKIT 189; APPLICATION EXERCISE 191 16. HOW ARE THEY GROWING? 192 GROWTH AND RISK 192; GROWTH AND THE PRODUCT LIFE CYCLE (PLC) 196; APPLICATION EXERCISE 201 17. HOW DO THEY AIM TO WIN? 202 PORTER AND COMPETITIVE ADVANTAGE 202; THE CUSTOMER S MONEY-MAKING-LOGIC 205; APPLICATION EXERCISE 207 18. WHAT DRIVES THEM? 208 VALUE DRIVERS 208; IMPLICATIONS FOR THE WOULD-BE STRATEGIC SUPPLIER 210; IDENTIFYING THE DRIVERS 211; THE CULTURAL MATCH 214; APPLICATION EXERCISE 216 19. A SHARED FUTURE? 217 THE SHARED-FUTURE ANALYSIS 217; THE COMPETITION 221; APPLICATION EXERCISE 223 PART VI THE VALUE PROPOSITION 225 20. THE CUSTOMER S TOTAL BUSINESS EXPERIENCE 227 IDENTIFYING THE CUSTOMER S TBE (TOTAL BUSINESS EXPERIENCE) 229; APPLICATION EXERCISE 235 21. THE CUSTOMER S ACTIVITY CYCLE 236 COMPLETING THE EXERCISE 239; INVOLVING THE TEAM 242; INVOLVING THE CUSTOMER 242; THE ACTIVITY CYCLE IN PRACTICE 243; APPLICATION EXERCISE 247 22. MEASURING THE VALUE 248 USING THE RIGHT LANGUAGE 249; UNDERSTANDING THE CIRCUMSTANCES 249; UNDERSTANDING THE COST IN USE 250; PROVIDING THE MEASURE 250; APPLICATION EXERCISE 252 VII CONTENTS. 23. MAKING THE PROPOSAL 253 MANAGING CHANGE 253; THE PROPOSAL ANALYSIS 255; THE CICS QUESTIONING STRATEGY 257; APPLICATION EXERCISE 259 PART VII TARGETING: CUSTOMER CLASSIFICATION AND DISTINCTION 261 24. CUSTOMER CLASSIFICATION 263 STEPS 1 AND 2: OBJECTIVES AND MARKET SEGMENTATION 265; STEP 3: ASSEMBLE THE CLASSIFICATION AND SELECTION TEAM 267; STEP 4: THE KAISM : CLASSIFYING YOUR CUSTOMERS 269; STEP 4.I: CUSTOMER ATTRACTIVENESS FACTORS 276; STEP 4.II: RELATIVE STRENGTH FACTORS 280; COMPLETING THE ANALYSIS 281; KEY ACCOUNTS AND MULTIPLE BUSINESS UNIT SUPPLIERS 284; SHOULD WE TELL THE CUSTOMER? 285; APPLICATION EXERCISE 286 25. CUSTOMER DISTINCTION 287 STEP 5: CUSTOMER DISTINCTION STRATEGIES 287; STEP 6: COMMUNICATION, ALIGNMENT AND IMPLEMENTATION 293; APPLICATION EXERCISE 294 PART VIII MAKING IT HAPPEN: PREPARING FOR KAM 295 26. SINS AND REQUIREMENTS 297 THE SINS 297; THE REQUIREMENTS: MAKING IT HAPPEN 299; APPLICATION EXERCISE 301 27. LEADERSHIP AND ORGANIZATION 302 LEADERSHIP: MANAGING CHANGE 302; ORGANIZATION AND STRUCTURE 309; APPLICATION EXERCISE 315 28. THE SKILLS REQUIRED 316 TEAM LEADERSHIP 318; COACHING 324; POLITICAL ENTREPRENEURSHIP 326; SOME FREQUENTLY ASKED QUESTIONS 326; THE WIDER TEAM S SKILLS 330; APPLICATION EXERCISE 332 29. IT SYSTEMS 333 TOO LITTLE OR TOO MUCH? 333; THE VITAL REQUIREMENTS 334; CRM: CURSE OR SAVIOUR? 335; APPLICATION EXERCISE 341 30. MEASURING CUSTOMER PROFITABILITY 342 FOUR ALMOST TRUTHS OF CUSTOMER PROFITABILITY 343; GIVING DISCOUNTS FOR VOLUME 347; MEASURING PROFIT AFTER ALL COSTS 348; APPLICATION EXERCISE 353 VIII . CONTENTS 31. THE KEY ACCOUNT PLAN 354 THE PURPOSE OF THE PLAN 354; A KEY ACCOUNT PLAN TEMPLATE? 355; SOME MUST HAVES 357; A SAMPLE RUNNING ORDER 359; SHARING IT WITH THE CUSTOMER? 361; LUCK OR JUDGEMENT? 361; A FEW LAST TIPS 362; APPLICATION EXERCISE 363 32. TRACKING PROGRESS 364 MEASURING THE TANGIBLES 365; MEASURING THE INTANGIBLES? 366; COMPARING KEY ACCOUNTS? 366; MEASURING THE IMPLEMENTATION OF KAM 367; THE PERFORMANCE MAP 367; THE KAM HEALTH CHECK 369; HOW WILL YOU KNOW WHEN YOU GET THERE? 370; APPLICATION EXERCISE 371 33. GETTING FURTHER HELP 372 THE WEBLINK 373; THE INSIGHT KAM TRAINING PROGRAMME 373; THE GLOBAL CHALLENGE 373; FURTHER READING 374 INDEX 375 IX
any_adam_object	1
author	Cheverton, Peter
author_facet	Cheverton, Peter
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author_sort	Cheverton, Peter
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dewey-raw	658.8/04
dewey-search	658.8/04
dewey-sort	3658.8 14
dewey-tens	650 - Management and auxiliary services
discipline	Wirtschaftswissenschaften
edition	4. ed.
format	Book
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spelling	Cheverton, Peter Verfasser aut Key account management tools and techniques for achieving profitable key supplier status Peter Cheverton 4. ed. London Kogan Page 2008 xvii, 379 p. ill. 25 cm txt rdacontent n rdamedia nc rdacarrier Includes bibliographical references and index Selling Key accounts Marketing Key accounts Customer services Kundengruppenmanagement (DE-588)4197319-7 gnd rswk-swf Kundengruppenmanagement (DE-588)4197319-7 s DE-604 http://www.loc.gov/catdir/toc/fy0804/2008003543.html Table of contents http://www.loc.gov/catdir/enhancements/fy0835/2008003543-b.html Contributor biographical information http://www.loc.gov/catdir/enhancements/fy0835/2008003543-d.html Publisher description GBV Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=017322566&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis
spellingShingle	Cheverton, Peter Key account management tools and techniques for achieving profitable key supplier status Selling Key accounts Marketing Key accounts Customer services Kundengruppenmanagement (DE-588)4197319-7 gnd
subject_GND	(DE-588)4197319-7
title	Key account management tools and techniques for achieving profitable key supplier status
title_auth	Key account management tools and techniques for achieving profitable key supplier status
title_exact_search	Key account management tools and techniques for achieving profitable key supplier status
title_full	Key account management tools and techniques for achieving profitable key supplier status Peter Cheverton
title_fullStr	Key account management tools and techniques for achieving profitable key supplier status Peter Cheverton
title_full_unstemmed	Key account management tools and techniques for achieving profitable key supplier status Peter Cheverton
title_short	Key account management
title_sort	key account management tools and techniques for achieving profitable key supplier status
title_sub	tools and techniques for achieving profitable key supplier status
topic	Selling Key accounts Marketing Key accounts Customer services Kundengruppenmanagement (DE-588)4197319-7 gnd
topic_facet	Selling Key accounts Marketing Key accounts Customer services Kundengruppenmanagement
url	http://www.loc.gov/catdir/toc/fy0804/2008003543.html http://www.loc.gov/catdir/enhancements/fy0835/2008003543-b.html http://www.loc.gov/catdir/enhancements/fy0835/2008003543-d.html http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=017322566&sequence=000001&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA
work_keys_str_mv	AT chevertonpeter keyaccountmanagementtoolsandtechniquesforachievingprofitablekeysupplierstatus

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