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Managing Global Customers: An Integrated Approach

George S. Yip and Audrey J.M. Bink

Published in print:
2007
Published Online:
October 2011
ISBN:
9780199229833
eISBN:
9780191696374
Item type:
book
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780199229833.001.0001
Subject:
Business and Management, Strategy, International Business

Multinational companies need to manage their relationships with multinational customers with a globally integrated approach. This book provides a systematic framework for developing and implementing ... More


Managing Globally

George S. Yip and Audrey J. M. Bink

in Managing Global Customers: An Integrated Approach

Published in print:
2007
Published Online:
October 2011
ISBN:
9780199229833
eISBN:
9780191696374
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780199229833.003.0001
Subject:
Business and Management, Strategy, International Business

This chapter begins with a discussion of the globalization context for managing global customers. It then turns to the globalization of buying and selling and the key response by suppliers — and ... More


Exploiting Globalization Drivers and Potential

George S. Yip and Audrey J. M. Bink

in Managing Global Customers: An Integrated Approach

Published in print:
2007
Published Online:
October 2011
ISBN:
9780199229833
eISBN:
9780191696374
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780199229833.003.0002
Subject:
Business and Management, Strategy, International Business

This chapter addresses the following questions: Should a company develop a global customer management (GCM) programme? How can it determine whether to do so? What are the potential benefits and ... More


Integrating GCM with Global Strategy and Organization

George S. Yip and Audrey J. M. Bink

in Managing Global Customers: An Integrated Approach

Published in print:
2007
Published Online:
October 2011
ISBN:
9780199229833
eISBN:
9780191696374
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780199229833.003.0003
Subject:
Business and Management, Strategy, International Business

Chapter 2 examined how a supplier should decide whether to adopt a global customer management (GCM) programme. This chapter discusses how to evaluate the GCM drivers in both the customer's and the ... More


Selecting and Managing Global Accounts

George S. Yip and Audrey J. M. Bink

in Managing Global Customers: An Integrated Approach

Published in print:
2007
Published Online:
October 2011
ISBN:
9780199229833
eISBN:
9780191696374
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780199229833.003.0005
Subject:
Business and Management, Strategy, International Business

The quality of a club depends a lot on the quality of its members. The same holds for global account management (GAM) programmes. Choosing the right accounts to participate in the GAM programme is of ... More


Managing Knowledge

George S. Yip and Audrey J. M. Bink

in Managing Global Customers: An Integrated Approach

Published in print:
2007
Published Online:
October 2011
ISBN:
9780199229833
eISBN:
9780191696374
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780199229833.003.0008
Subject:
Business and Management, Strategy, International Business

Knowledge provides a major competitive advantage. Keeping track of knowledge is particularly hard for global accounts, given the geographic nature of this beast. Having larger and more geographically ... More


Multinationals as Flagship Firms: Regional Business Networks

Alan M. Rugman and Joseph R. D'Cruz

Published in print:
2003
Published Online:
October 2011
ISBN:
9780199258185
eISBN:
9780191698521
Item type:
book
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780199258185.001.0001
Subject:
Business and Management, Strategy, International Business

The international dimension of business networks has remained relatively unexplored, mainly because international business writers focus upon multinational enterprises and network writers ignore ... More


The Business Concept: The Heart of Growth

Jordi Canals

in Managing Corporate Growth

Published in print:
1999
Published Online:
October 2011
ISBN:
9780198296676
eISBN:
9780191685262
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780198296676.003.0006
Subject:
Business and Management, Finance, Accounting, and Banking, Strategy

This chapter discusses the business concept: the firm's view about how to deliver customer value, the specific organization of the firm's activities, and the choices it has to make in order to ... More


Developing for Ongoing Effectiveness

George S. Yip and Audrey J. M. Bink

in Managing Global Customers: An Integrated Approach

Published in print:
2007
Published Online:
October 2011
ISBN:
9780199229833
eISBN:
9780191696374
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780199229833.003.0010
Subject:
Business and Management, Strategy, International Business

Once the global customer management (GCM) programme has been implemented, the work is not over. Managers of the GCM programme have to realize that it is an ongoing process, not a project. In order to ... More


Winning with Critical Success Factors

George S. Yip and Audrey J. M. Bink

in Managing Global Customers: An Integrated Approach

Published in print:
2007
Published Online:
October 2011
ISBN:
9780199229833
eISBN:
9780191696374
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780199229833.003.0011
Subject:
Business and Management, Strategy, International Business

The previous chapters discussed many different features that affected the success of global account management (GAM). In addition, these covered how to use these features to progress from a GAM ... More


Why Go Direct?

Lois K. Geller

in Response: The Complete Guide to Profitable Direct Marketing

Published in print:
2002
Published Online:
October 2011
ISBN:
9780195158694
eISBN:
9780199849420
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780195158694.003.0002
Subject:
Business and Management, Strategy

Direct Marketing has been around since the 1940s, according to Nat Ross's A History of Direct Marketing. This chapter enumerates the advantages of this marketing technique citing reasons for its ... More


Structuring the Global Customer Management Programme

George S. Yip and Audrey J. M. Bink

in Managing Global Customers: An Integrated Approach

Published in print:
2007
Published Online:
October 2011
ISBN:
9780199229833
eISBN:
9780191696374
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780199229833.003.0004
Subject:
Business and Management, Strategy, International Business

Chapter 3 discussed how the global customer management (GCM) programme should fit into the company's overall global strategy and global organization. This chapter moves on to the GCM programme ... More


Rewarding and Motivating the Team

George S. Yip and Audrey J. M. Bink

in Managing Global Customers: An Integrated Approach

Published in print:
2007
Published Online:
October 2011
ISBN:
9780199229833
eISBN:
9780191696374
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780199229833.003.0009
Subject:
Business and Management, Strategy, International Business

The success of the global customer management (GCM) programme depends mostly on the efforts of the employees of the company who deal with the global accounts — in other words, not just the global ... More


Loyalty Programs: Frequent Flyers, Frequent Buyers

Lois K. Geller

in Response: The Complete Guide to Profitable Direct Marketing

Published in print:
2002
Published Online:
October 2011
ISBN:
9780195158694
eISBN:
9780199849420
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780195158694.003.0011
Subject:
Business and Management, Strategy

Keeping customers loyal to a business by offering incentives in return and the value that these programs bring to the business is discussed in this chapter. High quality products, extraordinary ... More


Relationship Building in the 21st Century: The Internet and Beyond

Lois K. Geller

in Response: The Complete Guide to Profitable Direct Marketing

Published in print:
2002
Published Online:
October 2011
ISBN:
9780195158694
eISBN:
9780199849420
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780195158694.003.0014
Subject:
Business and Management, Strategy

This chapter emphasizes that individual customer relationships are the real future of Direct Marketing. It points out effective techniques in building future customer relationships one at a time and ... More


Achieving a Strategic Sales Focus: Contemporary Issues and Future Challenges

Kenneth Le Meunier-FitzHugh and Tony Douglas

Published in print:
2016
Published Online:
August 2016
ISBN:
9780198706632
eISBN:
9780191826061
Item type:
book
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780198706632.001.0001
Subject:
Business and Management, Strategy, Marketing

This book considers how the sales function informs business strategy. There are many books that address how to manage the sales team tactically, however, this text addresses how sales can help ... More


Customer relationships and lifetime management

Tony Douglas and Kenneth Le Meunier-FitzHugh

in Achieving a Strategic Sales Focus: Contemporary Issues and Future Challenges

Published in print:
2016
Published Online:
August 2016
ISBN:
9780198706632
eISBN:
9780191826061
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780198706632.003.0003
Subject:
Business and Management, Strategy, Marketing

The chapter considers the sales organization’s responses to increasing customer demands. Proactive customer management is required throughout the customer’s interaction with the organization. Keeping ... More


Who Decides the Shape of Product Markets?

Neil Pollock and Neil Williams

in How Industry Analysts Shape the Digital Future

Published in print:
2016
Published Online:
March 2016
ISBN:
9780198704928
eISBN:
9780191774027
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780198704928.003.0007
Subject:
Business and Management, Information Technology, Strategy

Who decides the boundaries around a product terminology? The ‘technology classifications’ which frame and define boundaries around technology fields are an important part of the ‘knowledge ... More


The changing sales environment

Tony Douglas and Kenneth Le Meunier-FitzHugh

in Achieving a Strategic Sales Focus: Contemporary Issues and Future Challenges

Published in print:
2016
Published Online:
August 2016
ISBN:
9780198706632
eISBN:
9780191826061
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780198706632.003.0001
Subject:
Business and Management, Strategy, Marketing

This chapter reviews the recent developments in both business-to-business and business-to-consumer markets to identify the main challenges facing the modern sales organizations. The sales environment ... More


The impact of technology and social media for sales

Tony Douglas and Kenneth Le Meunier-FitzHugh

in Achieving a Strategic Sales Focus: Contemporary Issues and Future Challenges

Published in print:
2016
Published Online:
August 2016
ISBN:
9780198706632
eISBN:
9780191826061
Item type:
chapter
Publisher:
Oxford University Press
DOI:
10.1093/acprof:oso/9780198706632.003.0009
Subject:
Business and Management, Strategy, Marketing

This chapter is mainly concerned with the impact of technology on the sales function. The term ‘sales technology’ covers not only sales force automation (SFA) and CRM (customer relationship ... More


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