The Experts below are selected from a list of 198486 Experts worldwide ranked by ideXlab platform
Nigel F. Piercy - One of the best experts on this subject based on the ideXlab platform.
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Strategic Customer Management: Strategizing the Sales Organization
2009Co-Authors: Nigel F. PiercyAbstract:A revolution is taking place in the way companies organize and manage the "front-end" of their organization, where it meets its Customers. Traditional concepts of sales Management, account Management, and Customer service are being overtaken by initiatives like Customer business development, the strategic sales organization, and strategic Customer Management. This book aims to provide insights into how this revolution is unfolding and to provide a framework for executives and Management students to address the issues involved. The book focuses on the transformation of the traditional sales organization into a strategic force leading the strategic Customer Management process in companies. Traditionally, the area of sales Management has mainly been treated as a tactical, operational topic in the conventional marketing literature--simply part of the communications mix within the planned marketing programme. However, the emergence of major Customers as dominant buyers in many sectors as a result of pressures towards consolidation and enhanced scale of operations, is changing the way in which sales issues are addressed in supplier organizations. The growth of new forms of buyer-seller relationship based on collaboration and partnering has encouraged organizations to reconsider the sales and account Management operation as an important source of competitive differentiation in commoditized markets. Increasingly, sales is being perceived as a central part of business strategy and attention given to the challenges in better aligning sales processes with strategy. This has many implications for the design of the sales organization and its Management strategy, which go far beyond the confines of conventional marketing views. Nigel F Piercy BA, MA, PhD, DLitt, FCIM is one of the best-known business school academics in marketing and strategy in the UK.
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strategic Customer Management designing a profitable future for your sales organization
European Management Journal, 2004Co-Authors: Nikala Lane, Nigel F. PiercyAbstract:Growing demands for superior Customer value and the emergence of new business models are placing traditional sales organizations under increased pressure. However, there is also a major opportunity for the evolution of the traditional sales organization towards a new and enhanced role in strategic Customer Management. Underpinning this role are three major issues: new ways of leveraging of intelligence, better Management of the interfaces between sales and other parts of the organization; and, the integration of all processes and activities necessary to deliver superior value. We identify the major challenges involved in transforming the sales organization towards strategic Customer Management.
Merlin Stone - One of the best experts on this subject based on the ideXlab platform.
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Smart utilities and CRM: The next phase of Customer Management in utilities
Journal of Database Marketing & Customer Strategy Management, 2010Co-Authors: Merlin StoneAbstract:This article examines the potential effect on CRM of smart metering and smart networks in utilities. It examines the kind of interactions that will take place between suppliers and Customers, and the likely change in the competitive situation. It concludes that utilities are on the verge of a data and Customer Management revolution of the kind that took place in the telecommunications industry in the late 1990s, and need to prepare for it.
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Customer Management in public sector organisations
Journal of Direct Data and Digital Marketing Practice, 2008Co-Authors: Neil Woodcock, Merlin Stone, Yuksel EkinciAbstract:In this paper, we review the results of a recent pilot study of the extent to which public sector organisations (PSOs) are focused on understanding and managing stakeholders, citizens or Customers. Our conclusion is that while at the tactical level there has been some progress, there is still a long way to go when it comes to focusing PSOs on this task strategically.
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multichannel Customer Management the benefits and challenges
The Journal of Database Marketing & Customer Strategy Management, 2002Co-Authors: Merlin Stone, M Hobbs, M KhaleeliAbstract:This paper defines multichannel Customer Management and investigates the opportunities and problems created by multichannel Customer Management. It explains why multichannel Customer Management has become an issue for serious discussion. Its aim is to help companies determine their strategies and tactics in this area. It does not provide a complete recipe for multichannel Management, but rather explores the main decisions companies need to take as they add Customer Management channels. It identifies the importance of understanding Customer needs and defining the experience customes wants from each channel and overall. It probes issues related to technology, organisation, measurement and economics. A checklist of questions to help companies examining this area is provided at the end of the paper.
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The state of Customer Management performance in Malaysia
Marketing Intelligence & Planning, 2002Co-Authors: Michael W. Starkey, David Williams, Merlin StoneAbstract:First, this paper explores the many varied, and often confusing, definitions of relationship marketing, Customer relationship Management (CRM) and Customer Management (CM). Then it reports the results of a survey that examined the CM performance of 34 companies in the consumer banking, credit card, insurance, oil (lubricants) and automotive industries in Malaysia. The research was conducted using the Customer Management Assessment Tool (CMAT) developed by QCi Ltd, a Management consultancy that specialises in assessing and improving CM. CM performance was found to be especially poor in insurance and consumer banking. The best performing sector was the credit card industry.
Nikala Lane - One of the best experts on this subject based on the ideXlab platform.
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strategic Customer Management designing a profitable future for your sales organization
European Management Journal, 2004Co-Authors: Nikala Lane, Nigel F. PiercyAbstract:Growing demands for superior Customer value and the emergence of new business models are placing traditional sales organizations under increased pressure. However, there is also a major opportunity for the evolution of the traditional sales organization towards a new and enhanced role in strategic Customer Management. Underpinning this role are three major issues: new ways of leveraging of intelligence, better Management of the interfaces between sales and other parts of the organization; and, the integration of all processes and activities necessary to deliver superior value. We identify the major challenges involved in transforming the sales organization towards strategic Customer Management.
Michael W. Starkey - One of the best experts on this subject based on the ideXlab platform.
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The state of Customer Management performance in Malaysia
Marketing Intelligence & Planning, 2002Co-Authors: Michael W. Starkey, David Williams, Merlin StoneAbstract:First, this paper explores the many varied, and often confusing, definitions of relationship marketing, Customer relationship Management (CRM) and Customer Management (CM). Then it reports the results of a survey that examined the CM performance of 34 companies in the consumer banking, credit card, insurance, oil (lubricants) and automotive industries in Malaysia. The research was conducted using the Customer Management Assessment Tool (CMAT) developed by QCi Ltd, a Management consultancy that specialises in assessing and improving CM. CM performance was found to be especially poor in insurance and consumer banking. The best performing sector was the credit card industry.
David Williams - One of the best experts on this subject based on the ideXlab platform.
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The state of Customer Management performance in Malaysia
Marketing Intelligence & Planning, 2002Co-Authors: Michael W. Starkey, David Williams, Merlin StoneAbstract:First, this paper explores the many varied, and often confusing, definitions of relationship marketing, Customer relationship Management (CRM) and Customer Management (CM). Then it reports the results of a survey that examined the CM performance of 34 companies in the consumer banking, credit card, insurance, oil (lubricants) and automotive industries in Malaysia. The research was conducted using the Customer Management Assessment Tool (CMAT) developed by QCi Ltd, a Management consultancy that specialises in assessing and improving CM. CM performance was found to be especially poor in insurance and consumer banking. The best performing sector was the credit card industry.
