Description: The definitive guide to strengthening your relationships with your most important customers! 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!

Ken Burnett is a leading management consultant specializing inmanagement development, sales and marketing; and in troubleshooting organizations on behalf of venture capital firms. He is a foremost authority on the principles, practice and problems of managing supplier-customer relationships in complex multinational organizations.

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