Handbook of Key Customer Relationship Management
The Definitive Guide to Winning, Managing
& Developing Key Account Business

By Ken Burnett
September 2001
ISBN: 0-273-65031-9
401 pages, Illustrated
$27.00 Hardcover


Contents inlcude: What do you know about KCRM? How does it affect the sales function? The pan-European contract. Is your company customer driven? Changing face of purchasing. Siemen's. Nissan. Dow Corning. Competititive advantage. What is a key customer? Relationship status and bonding. Creating an effective KCRM team. A good business plan. Profitability of your customers. Customer mapping. Sell your ideas. CRM information technology. Motivating people. Negotiating with key customers. Why are customers lost? Customer development plan. Competitive value analysis.

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