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eISBN : 9780749462215

Sommaire :
Foreword
Acknowledgements
Preface
Preface to the fifth edition
About the author
And it was all going so very well

Part One Definitions and purpose
1. The key account approach
2. Why Key Account Management?
3. The spectrum of KAM ambition
4. What is a key account?
5. What is Key Account Management?

Part Two Analysis: opportunity and value
6. Knowing the market, knowing your value
7. Knowing the people, knowing your value

Part Three Relationship management
8. From ‘bow-ties' to ‘diamonds'
9. Decision mapping and contact strategies
10. The good, the bad, the sad and the ugly

Part Four Achieving key supplier status
11. The purchasing revolution
12. Supply chain management: seeking value
13. Purchasing organization: rationalization and centralization
14. Supplier positioning: managing suppliers

Part Five Achieving strategic supplier status
15. Being of strategic value
16. How are they growing?
17. How do they aim to win?
18. What drives them?
19. A shared future?

Part Six The value proposition
20. The customer's total business experience
21. The customer's activity cycle
22. Measuring the value
23. Making the proposal

Part Seven Planning and joint planning
24. The key account plan
25. Joint planning

Part Eight Targeting
26. Customer classification
27. Customer distinction
28. Global Account Management

Part Nine Making it happen
29. Sins and requirements
30. Leadership and organization
31. The skills required
32. The role of information technology
33. Measuring customer profitability
34. The implementation plan
35. Training and getting further help
Index

Langue : Anglais

Edition : 5ème

Localisation : Bibliothèque Campus de Nice

Support : Numérique

Etat : Présent

Propriétaire : Bibliothèque