03030nam 2200541Ia 450 991096503020332120200520144314.00-19-160928-597866120533131-282-05331-00-19-156764-7(CKB)24235116600041(MiAaPQ)EBC430495(MiAaPQ)EBC7036397(Au-PeEL)EBL430495(CaPaEBR)ebr10288381(CaONFJC)MIL205331(OCoLC)320953793(Au-PeEL)EBL7036397(OCoLC)781286048(EXLCZ)992423511660004120081110d2009 uy 0engur|||||||||||txtrdacontentcrdamediacrrdacarrierStrategic customer management strategizing the sales organization /Nigel F. Piercy and Nikala Lane1st ed.Oxford ;New York Oxford University Press2009xvi, 321 p. illIncludes bibliographical references and index.Intro -- Contents -- List of Figures and Table -- About the Authors -- What the Experts Say About Strategic Customer Management -- Part I: Making the Case -- 1. Introduction: Is Sales the New Marketing? -- Appendix 1.1 Diagnosing the Changing Salesforce Role -- Part II: Making the Sales Organization Strategic -- 2. Involvement: Putting Sales Back into Strategy -- 3. Intelligence: You Are What You Know -- 4. Integration: Getting Your Act Together Around Customer Value -- Appendix 4.1 Mapping Cross-functional Relationships -- 5. Internal Marketing: Selling the Customer to the Company -- 6. Infrastructure: Aligning Sales Process and Structure with Business Strategy -- Part III: Meeting Broader Challenges Yet -- 7. Inspiration: Filling the Leadership Gap -- 8. Influence: The Power to Change Things -- 9. Integrity: The Challenge of Corporate Responsibility and Ethics That Matter to Customers -- 10. International: Looking Beyond National Boundaries Because Customers Do -- Appendix 10.1 How Strategic is Your Sales Organization? -- Index -- A -- B -- C -- D -- E -- F -- G -- H -- I -- J -- K -- L -- M -- N -- O -- P -- Q -- R -- S -- T -- U -- V -- W -- X.A revolution is taking place in the way companies organize and manage the 'front-end' of their organization, where it meets its customers. This book aims to provide insights into how this revolution is unfolding and to provide a framework for executives and management students to address the issues involved.Customer relationsManagementCustomer servicesCustomer relationsManagement.Customer services.658.8/12Piercy Nigel106629Lane Nikala1860213MiAaPQMiAaPQMiAaPQBOOK9910965030203321Strategic customer management4464821UNINA