Implementing key account management : designing customer-centric processes for mutual growth

Introduction 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