000			02613cam a22002658i 4500
999			_c37038 _d37038
001			20665312
010			_a 2018043721
020			_a9780749482756
040			_aUOWD
082	0	0	_a658.804 MA IM
100	1		_aMarcos, Javier _932899
245	1	0	_aImplementing key account management : _bdesigning customer-centric processes for mutual growth _cJavier Marcos, Mark Davies, Rodrigo Guesalaga and Sue Holt
260			_aNew York : _bKogan Page Ltd, _c2018.
300			_axvii, 328 p. : _bill. ; _c25 cm.
500			_aIncludes index.
505	0		_aIntroduction to implementing key account management -- Re-engaging strategic customers -- Adopting key account management -- Building customer understanding and value planning -- Developing customer relationships -- Developing winning offerings -- Creating compelling customer value propositions -- Co-creating value with key customers -- Designing customer-centric approaches and processes -- The role of the key account manager and the kam team -- Measuring KAM performance -- Motivating, incentivizing and rewarding for KAM -- KAM and procurement: the buyer's perspective and value-based negotiation -- International key account management -- Assessing your KAM programme: a framework -- The KAM framework -- Index.
520			_aImplementing Key Account Management is a highly practical handbook that guides readers through the realities of rolling out a functional key account management programme. The book offers an integrated framework for key account management (KAM) that businesses can use to design or further develop strategic customer management programmes, enabling them to overcome the obstacles that organizations often face when rolling out their strategies. Bringing together the experiences of leading experts within this field, Implementing Key Account Management draws on two decades of research and best practice from Cranfield University School of Management, one of the foremost centres for researcher and thought leadership in KAM. Between them, the authors have designed and delivered programmes globally for clients such as Rolls-Royce, Unilever, Vodafone, The Economist and many more. Rigorously researched, well-grounded and practical, this book is - quite simply - the definitive, go-to resource for implementing key account management programmes.
650		0	_aFinancial services industry _xManagement _932900
650		0	_aMarketing _xKey accounts _919764
650		0	_aCustomer services _9921
700			_aDavis, Mark _934298
700			_aGuesalaga, Rodrigo _934299
700			_aHolt, Sue _934300
942			_2ddc _cREGULAR