Strategic Customer Management Strategizing the Sales Organization

by Piercy, Nigel F; Lane, Nikala

• ISBN13: 9780199544509
• ISBN10: 0199544506
• Format: Hardcover
• Copyright: 2009-05-15
• Publisher: Oxford University Press

Summary

A revolution is taking place in the way companies organize and manage the 'front-end' of their organization, where they meet their customers.

Author Biography

Nigel F Piercy BA, MA, PhD, DLitt, FCIM is one of the best-known business school academics in marketing and strategy in the UK. He is Professor of Marketing and Strategy at Warwick Business School. He was previously professor of strategic marketing at Cranfield School of Management, where he was head of the marketing group. His research interests are in strategic marketing, most recently emphasizing the sales/marketing interface and the impact of strategic customers on buyer-seller relationships. Nigel has published twenty books and written around 300 articles and papers appearing in the management literature throughout the world. Nikala Lane is Associate Professor of Marketing at Warwick Business School.

Table of Contents

List of Figures and Table	p. xi
About the Authors	p. xiii
What the Experts Say About Strategic Customer Management	p. xv
Making the Case
Introduction: Is Sales the New Marketing?	p. 3
Diagnosing the Changing Salesforce Role	p. 33
Making the Sales Organization Strategic
Involvement: Putting Sales Back into Strategy	p. 37
Intelligence: You Are What You Know	p. 89
Integration: Getting Your Act Together Around Customer Value	p. 117
Mapping Cross-functional Relationships	p. 146
Internal Marketing: Selling the Customer to the Company	p. 147
Infrastructure: Aligning Sales Process and Structure with Business Strategy	p. 171
Meeting Broader Challenges Yet
Inspiration: Filling the Leadership Gap	p. 207
Influence: The Power to Change Things	p. 229
Integrity: The Challenge of Corporate Responsibility and Ethics That Matter to Customers	p. 245
International: Looking Beyond National Boundaries Because Customers Do	p. 279
How Strategic is Your Sales Organization?	p. 302
Index	p. 313
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