Developing Strategic Customers and Key Accounts
Author: John Hurcomb

Forget the myths about customer relationship management. This is what really happens. Based on research among 194 companies with a combined turnover of £70bn, this report shows what separates the most from the least successful when developing strategic customers and key accounts. The report provides statistical data on 108 key management activities and issues that enable you to identify priorities and benchmark your own company’s performance. Contains six full-length case studies. Essential for managers who realise it’s the people factors which make CRM projects work.

Table of Contents
Executive Summary
Developing strategic customers: in perspective
Roles and responsibilities: who’s in the team?
How and why suppliers select strategic customers
Securing and growing strategic customer business
Key activities in locking out the competition
Realising the benefits of strategic customer relationships
Harnessing new technologies
Strategic customers: key issues for the future
A new model for strategic customer development
Case studies
Appendices: Survey questionnaire statistical summary and Further reading

Weight: 830g

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