Handbook of Key Customer Relationship Management

• Hands-on best practices for winning, managing, building, and retaining key customer business.
• Real-world case studies: Procter & Gamble, Xerox, Scheider Group, and more.
• Includes working templates, plus a complete customer development plan on disk!

Customer Relationship Management (CRM) is a breakthrough: it integrates all supplier functions, making it possible for companies to clarify their priorities and manage their supply chains with a stronger customer focus than ever before. In this book, leading consultant Ken Burnett helps companies understand today's revolution in supplier-customer relationships: both the extraordinary opportunities it presents, and how existing business processes must be redefined to achieve those benefits. This book brings together all the resources you need to implement state-of-the-art CRM systems -- and manage them to optimize your relationships with your most critical customers. You'll find real-world case studies, practical templates, even a complete customer development plan on disk, in easy-to-adapt format. Leading consultant Ken Burnett provides definitive guidelines for CRM implementation, explaining exactly how to identify the risks and avoid the pitfalls. Learn how to select, evaluate, and prioritize customer databases; structure the organization to serve key customers more effectively; analyze and plan for growth in key customer accounts; leverage executive-level presentations; and retain your customers for the long-term -- ensuring that your organization never takes them for granted!

Contents

1. So how much do you really know about KCRM?
   
2. Is your organization really customer driven'
   
3. How much do you really know about yoour customers'
   
4. How much do you really know about creating an effective KCRM organization'
   
5. How much do you really know about planning ypur business'
   
6. Do you really know how profitable your key customers are?
   
7. Do you really have a business plan for each of your key customers'
   
8. How much do you really know about selling your ideas'
   
9. How much do you really know about CRM information technology?
   
10. How much do you really know about motivating people and building effective customers teams'
    
11. How much do you really know about negotiating with key customers'
    
12. You don't bring me flowers any more