LEADER 03030nam 2200541Ia 450 001 9910965030203321 005 20200520144314.0 010 $a0-19-160928-5 010 $a9786612053313 010 $a1-282-05331-0 010 $a0-19-156764-7 035 $a(CKB)24235116600041 035 $a(MiAaPQ)EBC430495 035 $a(MiAaPQ)EBC7036397 035 $a(Au-PeEL)EBL430495 035 $a(CaPaEBR)ebr10288381 035 $a(CaONFJC)MIL205331 035 $a(OCoLC)320953793 035 $a(Au-PeEL)EBL7036397 035 $a(OCoLC)781286048 035 $a(EXLCZ)9924235116600041 100 $a20081110d2009 uy 0 101 0 $aeng 135 $aur||||||||||| 181 $ctxt$2rdacontent 182 $cc$2rdamedia 183 $acr$2rdacarrier 200 10$aStrategic customer management $estrategizing the sales organization /$fNigel F. Piercy and Nikala Lane 205 $a1st ed. 210 $aOxford ;$aNew York $cOxford University Press$d2009 215 $axvi, 321 p. $cill 320 $aIncludes bibliographical references and index. 327 $aIntro -- 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. 330 $aA 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. 606 $aCustomer relations$xManagement 606 $aCustomer services 615 0$aCustomer relations$xManagement. 615 0$aCustomer services. 676 $a658.8/12 700 $aPiercy$b Nigel$0106629 701 $aLane$b Nikala$01860213 801 0$bMiAaPQ 801 1$bMiAaPQ 801 2$bMiAaPQ 906 $aBOOK 912 $a9910965030203321 996 $aStrategic customer management$94464821 997 $aUNINA