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Key Account Management

Tools and Techniques for Achieving Profitable Key Supplier Status

Paperback Engels 2015 9780749469405
Verwachte levertijd ongeveer 6 werkdagen


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.


Aantal pagina's:397
Uitgever:Kogan Page
Hoofdrubriek:Algemeen management


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About the author
Foreword by Professor Malcolm McDonald
Preface to the sixth edition
And it was all going so very well

Section - 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?

Section - TWO: Analysis: opportunity and value
6. Knowing the market, knowing your value
7. Knowing the people, knowing your value

Section - 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

Section - 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

Section - FIVE: Achieving strategic supplier status
15. 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?

Section - SIX: The value proposition
20. The customer’s total business experience
21. The customer’s activity cycle
22. Measuring the value – securing the reward
23. Making the proposal

Section - SEVEN: Planning and joint planning
24. The key account plan
25. Joint planning

Section - EIGHT: Targeting
26. Customer classification
27. Customer distinction
28. Global Account Management

Section - 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 help


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