This book presents an extensive discussion of the strategic and tactical aspects of customer relationship management as we know it today. It helps readers obtain a comprehensive grasp of CRM strategy, concepts and tools and provides all the necessary steps in managing profitable customer...

"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...

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...

Cover -- Titel -- Impressum -- Vorwort -- Inhaltsverzeichnis -- 1. Key Account Management auf den Punkt gebracht -- 1.1 Ist Key Account Management überhaupt wichtig? -- 1.2 Was steckt hinter dem Key Account Management? -- 1.3 Key Account Management und Flächenvertrieb - ein Vergleich -- 1.4...

Behandelt Arten und Formen des Verkaufs, Kundenorientierung, Kundengspräch, Verkauf von Dienstleistungen und rechtliche Aspekte. Geeignet zur Stoffwiederholung in Ausbildung, Umschulung und Fortbildung sowie zur Prüfungsvorbereitung.