Global account management : a complete action kit of tools and techniques for managing key global customers /: a complete action kit of tools and techniques for managing key global customers. (2008)

• Record Type: Book
• Further Information: Note: Peter Cheverton.
• Other Names: Cheverton, Peter
• Contents: About the author; Preface; GAM OR KAM?; A NOTE ON TEMPLATES; Acknowledgements; 1 Defining 'global'; TRULY GLOBAL, OR JUST PLAIN INTERNATIONAL?; TIMING YOUR GLOBAL RESPONSE -- HANDLING THE 'WOULD-BE GLOBALS'; TAKING THE LEAP ... UPSTAIRS ... ; 2 The particular challenge of GAM; ORGANIZATIONAL AND STRUCTURAL COMPLEXITY; AUTHORITY; THE IRRATIONALITY OF SENIOR MANAGER (NO, REALLY ...); CULTURE; GEOGRAPHY AND TIME ZONES; 3 Innocents among wolves, and other deadly sins ... ; 4 The critical success factors -- making it happen; 5 Getting the big picture; OPPORTUNITY CHAIN ANALYSIS. BUSINESS DRIVER ANALYSISTHE SHARED FUTURE ANALYSIS; A POSTSCRIPT; 6 Understanding the global buyer; THE GLOBAL BUYER'S AMBITIONS AND PURPOSE; BUYING POWER -- PRICING AND TERMS; OPERATIONAL EFFICIENCIES -- ORGANIZATIONAL STRUCTURE; SUPPLY CHAIN MANAGEMENT -- MAKING IT HAPPEN; SUPPLIER MANAGEMENT -- RATIONALIZATION, POSITIONING, AND KEY/STRATEGIC SUPPLIERS; PROTECTING YOUR INVESTMENT; POSTSCRIPT -- SOME DEADLY REALISM; 7 Understanding the customer's decision-making process; THE TYPES OF DMU; DMU ANALYSIS -- THE TOOLKIT; 8 Managing the global touch points; INFLUENCING STRATEGY. SERVICE PROVISION STRATEGYTHE INVISIBLE INTERACTIONS; 9 Getting the board on board; CHAMPIONS AND ENABLERS; LEADERSHIP, EMPOWERMENT AND COACHING; PARTICIPANTS; 10 The global account manager -- rarest of breeds?; THE SKILLS FOR THE TASK; MANAGING TEAMS; COACHING; AUTHORITY; THE GLOBAL ACCOUNT MANAGER -- A SALESPROFESSIONAL?; 11 Making it happen -- structure and the persuasive process; SOME 'GUIDELINES'; MAKING IT HAPPEN -- THE 'PERSUASIVE PROCESS'; 12 Performance and reward; RIGHT PERFORMANCE, RIGHT REWARD; MEASURING THE REWARD -- CUSTOMER PROFITABILITY; 13 Getting IT right. 14 The global account plan15 Harnessing the strengths of cultural diversity; CULTURAL PREFERENCES; WHAT GOES WRONG?; WHAT MUST GO RIGHT?; CULTURAL PREFERENCES -- THE 16 SCALES; FORGING A COMPETITIVE ADVANTAGE; 16 Next steps, and getting further help; VALUE PROPOSITIONS; INSIGHT MARKETING AND PEOPLE; FURTHER READING; Index.
• Publisher Details: London Philadelphia : Kogan Page
• Publication Date: 2008
• Extent: 1 online resource (1 volume), illustrations
• Subjects: 658.84; BUSINESS & ECONOMICS / Marketing / Multilevel; International business enterprises -- Management; International business enterprises -- Management; International business enterprises -- Management; Electronic books
• Languages: English
• ISBNs: 9780749460174; 0749460172
• Related ISBNs: 9780749445386
• Notes: Note: Includes bibliographical references and index.; Note: Online resource; title from title page (viewed Nov. 8, 2013).
• Access Rights: Legal Deposit; Only available on premises controlled by the deposit library and to one user at any one time; The Legal Deposit Libraries (Non-Print Works) Regulations (UK).
• Access Usage: Restricted: Printing from this resource is governed by The Legal Deposit Libraries (Non-Print Works) Regulations (UK) and UK copyright law currently in force.