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Handbook of strategic account management : a comprehensive resource / / Diana Woodburn and Kevin Wilson ; Cylinder, cover design
| Handbook of strategic account management : a comprehensive resource / / Diana Woodburn and Kevin Wilson ; Cylinder, cover design |
| Autore | Woodburn Diana |
| Edizione | [1st edition] |
| Pubbl/distr/stampa | Chichester, England : , : Wiley, , 2014 |
| Descrizione fisica | 1 online resource (650 p.) |
| Disciplina | 658.872 |
| Soggetto topico |
Selling - Key accounts
Marketing - Key accounts Customer relations Sales management |
| ISBN |
1-118-50904-8
1-118-50907-2 1-118-50905-6 |
| Classificazione | BUS043000 |
| Formato | Materiale a stampa  |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Cover; Title page; Copyright page; Contents; Acknowledgements; The editors; About this book; Key strategic account management: where are we now?; A definition of KSAM; Questions for research; Section 1: Strategic dimensions of KSAM; Section 2: Value creation through KSAM; Section 3: Developing KSAM programmes; Section 4: Operationalizing KSAM; SECTION 1: Strategic Dimensions of KSAM; Making the case for managing strategic accounts; Introduction; Addressing customers; Generalized pressures on traditional go-to-market strategies; Increased competition; PESTLE forces; Globalization
Increased selling costsSummary; Pressures from customers; Affirmative reduction in number of suppliers; Rising importance of procurement; Changes in the procurement process; Impact of pressures on the firm; Small account management; Key, strategic and global account management; Conclusion; Drivers for key account management programmes; Introduction; Key account management; Benefits of key account management programmes; Internal and external driving forces for KAM programmes; Managing industrial sales complexity: A tentative framework; Research method Three key account management programmes at ABBKAM programme - ABB Swedish Market; KAM programme in the ABB business area for industrial products and systems; Key account management for organizational reorientation; KAM programme drivers; Conclusions; KSAM as an organizational change: making the transition; Introduction; KSAM strategy; Drivers of KSAM; KSAM strategy implementation; KSAM structure; Positioning KSAM in the organizational structure; Positioning KSAM and sales; Key account teams; Making the change; The KSAM transitioning curve; The early stages; The later stages; Conclusion Switching costs in key account relationshipsConceptual framework and hypotheses; Antecedents of switching costs; Consequences of switching costs; Data collection; Results; Discussion; The strategic buyer: how emerging procurement strategies may support KAM/SAM relationships; Introduction; The strategic importance of purchasing; The economics of trust; Strategic alignment; Power-based relationships; Collaborative innovation; The transformation of purchasing and supply; Implications for future SAM/KAM research; Conclusion Social and ethical concerns in strategic account management: emerging opportunities and new threatsIntroduction; Strategic relationships between organizations; Strategic account management relationships; Broadening the management perspective on SAM; Ethical dilemmas to be resolved in making SAM effective and sustainable; Corporate social responsibility as a dimension of strategic customer relationship; Ethical dilemmas in SAM and how to avoid them; The good of the few versus the good of the many; The unintended consequences of concessions to strategic accounts Moral dilemmas in implementing the SAM executive role |
| Record Nr. | UNINA-9910140269703321 |
Woodburn Diana
|
||
| Chichester, England : , : Wiley, , 2014 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Handbook of strategic account management : a comprehensive resource / / Diana Woodburn and Kevin Wilson ; Cylinder, cover design
| Handbook of strategic account management : a comprehensive resource / / Diana Woodburn and Kevin Wilson ; Cylinder, cover design |
| Autore | Woodburn Diana |
| Edizione | [1st edition] |
| Pubbl/distr/stampa | Chichester, England : , : Wiley, , 2014 |
| Descrizione fisica | 1 online resource (650 p.) |
| Disciplina | 658.872 |
| Soggetto topico |
Selling - Key accounts
Marketing - Key accounts Customer relations Sales management |
| ISBN |
1-118-50904-8
1-118-50907-2 1-118-50905-6 |
| Classificazione | BUS043000 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Cover; Title page; Copyright page; Contents; Acknowledgements; The editors; About this book; Key strategic account management: where are we now?; A definition of KSAM; Questions for research; Section 1: Strategic dimensions of KSAM; Section 2: Value creation through KSAM; Section 3: Developing KSAM programmes; Section 4: Operationalizing KSAM; SECTION 1: Strategic Dimensions of KSAM; Making the case for managing strategic accounts; Introduction; Addressing customers; Generalized pressures on traditional go-to-market strategies; Increased competition; PESTLE forces; Globalization
Increased selling costsSummary; Pressures from customers; Affirmative reduction in number of suppliers; Rising importance of procurement; Changes in the procurement process; Impact of pressures on the firm; Small account management; Key, strategic and global account management; Conclusion; Drivers for key account management programmes; Introduction; Key account management; Benefits of key account management programmes; Internal and external driving forces for KAM programmes; Managing industrial sales complexity: A tentative framework; Research method Three key account management programmes at ABBKAM programme - ABB Swedish Market; KAM programme in the ABB business area for industrial products and systems; Key account management for organizational reorientation; KAM programme drivers; Conclusions; KSAM as an organizational change: making the transition; Introduction; KSAM strategy; Drivers of KSAM; KSAM strategy implementation; KSAM structure; Positioning KSAM in the organizational structure; Positioning KSAM and sales; Key account teams; Making the change; The KSAM transitioning curve; The early stages; The later stages; Conclusion Switching costs in key account relationshipsConceptual framework and hypotheses; Antecedents of switching costs; Consequences of switching costs; Data collection; Results; Discussion; The strategic buyer: how emerging procurement strategies may support KAM/SAM relationships; Introduction; The strategic importance of purchasing; The economics of trust; Strategic alignment; Power-based relationships; Collaborative innovation; The transformation of purchasing and supply; Implications for future SAM/KAM research; Conclusion Social and ethical concerns in strategic account management: emerging opportunities and new threatsIntroduction; Strategic relationships between organizations; Strategic account management relationships; Broadening the management perspective on SAM; Ethical dilemmas to be resolved in making SAM effective and sustainable; Corporate social responsibility as a dimension of strategic customer relationship; Ethical dilemmas in SAM and how to avoid them; The good of the few versus the good of the many; The unintended consequences of concessions to strategic accounts Moral dilemmas in implementing the SAM executive role |
| Record Nr. | UNINA-9910808938203321 |
|
Woodburn Diana
|
||
| Chichester, England : , : Wiley, , 2014 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Key account management : strategies to leverage information, technology, and relationships to deliver value to large customers / / Joël Le Bon, Carl A. Herman
| Key account management : strategies to leverage information, technology, and relationships to deliver value to large customers / / Joël Le Bon, Carl A. Herman |
| Autore | Le Bon Joël (College teacher) |
| Edizione | [First edition.] |
| Pubbl/distr/stampa | New York, New York (222 East 46th Street, New York, NY 10017) : , : Business Expert Press, , 2015 |
| Descrizione fisica | 1 online resource (176 p.) |
| Disciplina | 658.804 |
| Collana | Selling and sales force management collection |
| Soggetto topico |
Selling - Key accounts
Marketing - Key accounts Customer services |
| Soggetto genere / forma | Electronic books. |
| Soggetto non controllato |
Key account management
key account managers large customers complex sales selling center buying center buyer-seller relationships sales management and leadership value co-creation collaborative CRM sales technology |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto | 1. Key account management, organizational alignment, and the selling center -- 2. Building and delivering value to key accounts -- 3. Leveraging collaborative CRM and technology -- 4. Business customer marketing and key account development -- Conclusion -- Biographies -- References -- Index. |
| Record Nr. | UNINA-9910463747803321 |
|
Le Bon Joël (College teacher)
|
||
| New York, New York (222 East 46th Street, New York, NY 10017) : , : Business Expert Press, , 2015 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Key account management : strategies to leverage information, technology, and relationships to deliver value to large customers / / Joël Le Bon, Carl A. Herman
| Key account management : strategies to leverage information, technology, and relationships to deliver value to large customers / / Joël Le Bon, Carl A. Herman |
| Autore | Le Bon Joël (College teacher) |
| Edizione | [First edition.] |
| Pubbl/distr/stampa | New York, New York (222 East 46th Street, New York, NY 10017) : , : Business Expert Press, , 2015 |
| Descrizione fisica | 1 online resource (176 p.) |
| Disciplina | 658.804 |
| Collana | Selling and sales force management collection |
| Soggetto topico |
Selling - Key accounts
Marketing - Key accounts Customer services |
| Soggetto non controllato |
Key account management
key account managers large customers complex sales selling center buying center buyer-seller relationships sales management and leadership value co-creation collaborative CRM sales technology |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto | 1. Key account management, organizational alignment, and the selling center -- 2. Building and delivering value to key accounts -- 3. Leveraging collaborative CRM and technology -- 4. Business customer marketing and key account development -- Conclusion -- Biographies -- References -- Index. |
| Record Nr. | UNINA-9910788135103321 |
|
Le Bon Joël (College teacher)
|
||
| New York, New York (222 East 46th Street, New York, NY 10017) : , : Business Expert Press, , 2015 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Key account management : strategies to leverage information, technology, and relationships to deliver value to large customers / / Joël Le Bon, Carl A. Herman
| Key account management : strategies to leverage information, technology, and relationships to deliver value to large customers / / Joël Le Bon, Carl A. Herman |
| Autore | Le Bon Joël (College teacher) |
| Edizione | [First edition.] |
| Pubbl/distr/stampa | New York, New York (222 East 46th Street, New York, NY 10017) : , : Business Expert Press, , 2015 |
| Descrizione fisica | 1 online resource (176 p.) |
| Disciplina | 658.804 |
| Collana | Selling and sales force management collection |
| Soggetto topico |
Selling - Key accounts
Marketing - Key accounts Customer services |
| Soggetto non controllato |
Key account management
key account managers large customers complex sales selling center buying center buyer-seller relationships sales management and leadership value co-creation collaborative CRM sales technology |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto | 1. Key account management, organizational alignment, and the selling center -- 2. Building and delivering value to key accounts -- 3. Leveraging collaborative CRM and technology -- 4. Business customer marketing and key account development -- Conclusion -- Biographies -- References -- Index. |
| Record Nr. | UNINA-9910809209003321 |
|
Le Bon Joël (College teacher)
|
||
| New York, New York (222 East 46th Street, New York, NY 10017) : , : Business Expert Press, , 2015 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Key account management : the definitive guide / / Diana Woodburn and Malcolm McDonald
| Key account management : the definitive guide / / Diana Woodburn and Malcolm McDonald |
| Autore | Woodburn Diana |
| Edizione | [3rd ed.] |
| Pubbl/distr/stampa | Chichester, England : , : Wiley Publishing, Inc., , 2011 |
| Descrizione fisica | 1 online resource (498 p.) |
| Disciplina |
658.8
658.804 |
| Soggetto topico |
Selling - Key accounts
Marketing - Key accounts |
| Soggetto genere / forma | Electronic books. |
| ISBN |
0-470-97473-7
1-119-20725-8 0-470-97475-3 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Key Account Management: The Definitive Guide; Contents; Foreword; Acknowledgements; The purpose of this book; Before you read this book!; List of figures and tables; 1 The crucial role of key account management; Introduction; 1.1 Pressures that have led to growth in customer power; 1.1.1 Summary of the pressures; 1.1.2 Rapid change; 1.1.3 Process refinement; 1.1.4 Redefining the marketplace and pleasing the customers; 1.1.5 Globalization; 1.1.6 Implications; 1.2 Why understanding relationships is so important; 1.2.1 Relationship risks; 1.2.2 Satisfactory return
1.2.3 Implications of joint commitment1.2.4 Misconception and disappointment; 1.3 Increasing complexity of key account relationships; 1.3.1 The consolidation of customers; 1.3.2 Dual roles: the customer may be 'competitor' as well as 'client'; 1.3.3 The development of global businesses that demand global supply; 1.3.4 The accelerating pace of change, particularly as new IT reshapes markets; 1.3.5 The emphasis on strategic alliances; Summary; 2 Selecting and categorizing key customers; Introduction; 2.1 Why is choosing the right customers so important?; 2.1.1 Fulfilling corporate strategy 2.1.2 Selecting for superior returns2.1.3 How many key accounts?; 2.2 Selection criteria; 2.2.1 Identifying customers; 2.2.2 Choosing selection criteria; 2.2.3 Applying selection criteria; 2.3 Categorizing key customers; 2.3.1 The key account selection matrix; 2.3.2 Relative business strength; 2.3.3 Rebuffs and exits; 2.3.4 Categorization versus selection: portfolios versus lists; 2.3.5 Allocating scarce resources; Summary; 3 Relationship stages; Introduction; 3.1 Understanding key relationships; 3.1.1 Why do you need to know?; 3.1.2 The hierarchy of key relationships 3.2 Stages in key relationships3.2.1 Exploratory relationships; 3.2.2 Basic relationships; 3.2.3 Cooperative relationships; 3.2.4 Interdependent relationships; 3.2.5 Integrated relationships; 3.2.6 Disintegrating relationships; Summary; 4 Developing key relationships; Introduction; 4.1 The customer's point of view; 4.1.1 What do customers want?; 4.1.2 A deep understanding of the customer; 4.2 Developing relationships; 4.2.1 Choosing the right relationship stage; 4.2.2 Contact mapping; 4.2.3 Relationship-building strategies; 4.2.4 Building an interdependent relationship 4.3 Managing relationships4.3.1 Multilevel relationships; 4.3.2 Avoiding relationship traps; Summary; 5 The buyer perspective; Introduction; 5.1 The purchasing context; 5.1.1 Customer drivers; 5.1.2 Cost reduction; 5.1.3 Risk reduction; 5.2 Buying company strategies; 5.2.1 Strategy independence; 5.2.2 Strategy direction matrix; 5.2.3 Supply chain integration; 5.2.4 Matching strategies; 5.2.5 Supplier delusions; 5.2.6 Trust; 5.3 Balance of power; Summary; 6 Key account profitability; Introduction; 6.1 Profitability in the context of key accounts 6.1.1 Sustainable competitive advantage and key accounts |
| Record Nr. | UNINA-9910130551403321 |
|
Woodburn Diana
|
||
| Chichester, England : , : Wiley Publishing, Inc., , 2011 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Key account management : the definitive guide / / Diana Woodburn and Malcolm McDonald
| Key account management : the definitive guide / / Diana Woodburn and Malcolm McDonald |
| Autore | Woodburn Diana |
| Edizione | [Third edition.] |
| Pubbl/distr/stampa | Chichester, England : , : Wiley Publishing, Inc., , 2011 |
| Descrizione fisica | 1 online resource (498 p.) |
| Disciplina | 658.8/04 |
| Soggetto topico |
Selling - Key accounts
Marketing - Key accounts |
| ISBN |
0-470-97473-7
1-119-20725-8 0-470-97475-3 |
| Classificazione |
673.3
658.8/04 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Nota di contenuto |
Key Account Management: The Definitive Guide; Contents; Foreword; Acknowledgements; The purpose of this book; Before you read this book!; List of figures and tables; 1 The crucial role of key account management; Introduction; 1.1 Pressures that have led to growth in customer power; 1.1.1 Summary of the pressures; 1.1.2 Rapid change; 1.1.3 Process refinement; 1.1.4 Redefining the marketplace and pleasing the customers; 1.1.5 Globalization; 1.1.6 Implications; 1.2 Why understanding relationships is so important; 1.2.1 Relationship risks; 1.2.2 Satisfactory return
1.2.3 Implications of joint commitment1.2.4 Misconception and disappointment; 1.3 Increasing complexity of key account relationships; 1.3.1 The consolidation of customers; 1.3.2 Dual roles: the customer may be 'competitor' as well as 'client'; 1.3.3 The development of global businesses that demand global supply; 1.3.4 The accelerating pace of change, particularly as new IT reshapes markets; 1.3.5 The emphasis on strategic alliances; Summary; 2 Selecting and categorizing key customers; Introduction; 2.1 Why is choosing the right customers so important?; 2.1.1 Fulfilling corporate strategy 2.1.2 Selecting for superior returns2.1.3 How many key accounts?; 2.2 Selection criteria; 2.2.1 Identifying customers; 2.2.2 Choosing selection criteria; 2.2.3 Applying selection criteria; 2.3 Categorizing key customers; 2.3.1 The key account selection matrix; 2.3.2 Relative business strength; 2.3.3 Rebuffs and exits; 2.3.4 Categorization versus selection: portfolios versus lists; 2.3.5 Allocating scarce resources; Summary; 3 Relationship stages; Introduction; 3.1 Understanding key relationships; 3.1.1 Why do you need to know?; 3.1.2 The hierarchy of key relationships 3.2 Stages in key relationships3.2.1 Exploratory relationships; 3.2.2 Basic relationships; 3.2.3 Cooperative relationships; 3.2.4 Interdependent relationships; 3.2.5 Integrated relationships; 3.2.6 Disintegrating relationships; Summary; 4 Developing key relationships; Introduction; 4.1 The customer's point of view; 4.1.1 What do customers want?; 4.1.2 A deep understanding of the customer; 4.2 Developing relationships; 4.2.1 Choosing the right relationship stage; 4.2.2 Contact mapping; 4.2.3 Relationship-building strategies; 4.2.4 Building an interdependent relationship 4.3 Managing relationships4.3.1 Multilevel relationships; 4.3.2 Avoiding relationship traps; Summary; 5 The buyer perspective; Introduction; 5.1 The purchasing context; 5.1.1 Customer drivers; 5.1.2 Cost reduction; 5.1.3 Risk reduction; 5.2 Buying company strategies; 5.2.1 Strategy independence; 5.2.2 Strategy direction matrix; 5.2.3 Supply chain integration; 5.2.4 Matching strategies; 5.2.5 Supplier delusions; 5.2.6 Trust; 5.3 Balance of power; Summary; 6 Key account profitability; Introduction; 6.1 Profitability in the context of key accounts 6.1.1 Sustainable competitive advantage and key accounts |
| Record Nr. | UNINA-9910830927603321 |
|
Woodburn Diana
|
||
| Chichester, England : , : Wiley Publishing, Inc., , 2011 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Strategic customer planning [[electronic resource] ] : how to develop and implement a strategic account plan / / Alan Melkman, Ken Simmonds
| Strategic customer planning [[electronic resource] ] : how to develop and implement a strategic account plan / / Alan Melkman, Ken Simmonds |
| Autore | Melkman Alan |
| Pubbl/distr/stampa | London, : Thorogood, c2001 |
| Disciplina | 658.8/04 |
| Soggetto topico |
Selling - Key accounts
Marketing - Key accounts Customer services |
| Soggetto genere / forma | Electronic books. |
| ISBN |
1-280-23330-3
9786610233304 1-4175-9601-5 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Record Nr. | UNISA-996201853103316 |
|
Melkman Alan
|
||
| London, : Thorogood, c2001 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. di Salerno | ||
| ||
Strategic customer planning [[electronic resource] ] : how to develop and implement a strategic account plan / / Alan Melkman, Ken Simmonds
| Strategic customer planning [[electronic resource] ] : how to develop and implement a strategic account plan / / Alan Melkman, Ken Simmonds |
| Autore | Melkman Alan |
| Pubbl/distr/stampa | London, : Thorogood, c2001 |
| Disciplina | 658.8/04 |
| Soggetto topico |
Selling - Key accounts
Marketing - Key accounts Customer services |
| Soggetto genere / forma | Electronic books. |
| ISBN |
1-280-23330-3
9786610233304 1-4175-9601-5 |
| Formato | Materiale a stampa |
| Livello bibliografico | Monografia |
| Lingua di pubblicazione | eng |
| Record Nr. | UNINA-9910679558303321 |
|
Melkman Alan
|
||
| London, : Thorogood, c2001 | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. Federico II | ||
| ||
Velocity
| Velocity |
| Pubbl/distr/stampa | Chicago, Ill., : Strategic Account Management Association |
| Descrizione fisica | 1 online resource |
| Disciplina | 658 |
| Soggetto topico |
Selling - Key accounts
Marketing - Key accounts Sales management |
| Soggetto genere / forma | Periodicals. |
| Formato | Materiale a stampa |
| Livello bibliografico | Periodico |
| Lingua di pubblicazione | eng |
| Record Nr. | UNISA-996218451203316 |
| Chicago, Ill., : Strategic Account Management Association | ||
| Materiale a stampa | ||
| Lo trovi qui: Univ. di Salerno | ||
| ||
