000			04335cam a2200421 i 4500
001			18364876
005			20160228151029.0
008			141107s2015 enka 001 0 eng
010			_a 2014043313
020			_a9780749469405 (paperback)
020			_z9780749469412 (ebk)
040			_aDLC _beng _cDLC _erda
042			_apcc
050	0	0	_aHF5438.8.K48 _bC47 2015
082	0	0	_a658.804 _223 _bC.P.K
084			_aBUS043000 _aBUS058000 _aBUS041000 _2bisacsh
100	1		_aCheverton, Peter.
245	1	0	_aKey account management : _btools and techniques for achieving profitable key supplier status / _cPeter Cheverton.
250			_aSixth edition.
264		1	_aLondon ; _aPhiladelphia : _bKogan Page, _c2015.
300			_avii, 397 pages : _billustrations ; _c24 cm
336			_atext _2rdacontent
337			_aunmediated _2rdamedia
338			_avolume _2rdacarrier
500			_aIncludes index.
500			_abusiness bookfair2016
505	8		_aMachine generated contents note: About the author -- Foreword by Professor Malcolm McDonald -- Preface -- Preface to the sixth edition -- Acknowledgements -- And it was all going so very well... Part One Definitoins and purpose -- 01 The key account approach -- 02 Why Key Account Management? -- 03 The spectrum of KAM ambition -- 04 What is a key account? -- 05 What is Key Account Management?Part Two Analysis: opportunity and value -- 06 Knowing the market, knowing your value -- 07 Knowing the people, knowing your valuePart Three Relationship management -- 08 From 'bow-ties' to 'diamonds' -- 09 Decision mapping and contact strategies -- 10 The good, the bad, the sad and the uglyPart 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 suppliersPart 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?Part 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 proposalPart Seven Planning and joint planning -- 24 The key account plan -- 25 Joint planningPart Eight Targeting -- 26 Customer classifi cation -- 27 Customer distinction -- 28 Global Account ManagementPart 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 profi tability -- 34 The implementation plan -- 35 Training and further helpIndex For free online support material please go to the Kogan Page website: www.koganpage.com/KAM6.
520			_a"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 sixth 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"-- _cProvided by publisher.
650		0	_aSelling _xKey accounts.
650		0	_aMarketing _xKey accounts.
650		0	_aCustomer services.
650		7	_aBUSINESS & ECONOMICS / Marketing / General. _2bisacsh
650		7	_aBUSINESS & ECONOMICS / Sales & Selling. _2bisacsh
650		7	_aBUSINESS & ECONOMICS / Management. _2bisacsh
906			_a7 _bcbc _corignew _d1 _eecip _f20 _gy-gencatlg
942			_2ddc _cBK
999			_c10209 _d10209