Resumen del libro
This helpful text clearly sets out the very best, state-of-the-art strategies in key account management. The authors provide the tools and processes for successful KAM, from developing a customer categorization system that really works, to analyzing the needs of key accounts. Topics include why key account management has become so critical to commercial success; the role of key management in strategic planning; how companies build profitable relationships with their customers; and what it takes to be a successful key account manager.
Foreword by Martin Lamb. Acknowledgements. The purpose of this book. Before you read this book! List of figures and tables. 1 The crucial role of key account management. 2 Selecting and categorizing key customers. 3 Relationship stages. 4 Developing key relationships. 5 The buyer perspective. 6 Key account profitability. 7 Key account analysis. 8 Planning for key accounts. 9 Processes - making key account management work. 10 The role and requirements of key account managers. 11 Performance and rewards in KAM. 12 Organizing for key account management. 13 Transitioning to KAM. Further reading. Integrated fast track. Mini-cases. Index.