Book Description
If you specialize in complex sales, the business-to-business transactions that involve multiple decisions made by multiple people from multiple perspectives, this is the book for you! It presents The Prime Process—a diagnostic, customer-centered approach that clearly sets you apart from your competition and positions you with respect and credibility as a valued and trusted advisor. If the stakes are high and you’re expected to win, this book will give you the edge you’ve been looking for.
Buy your copy today!
Customer Reviews:
Avoid unpaid consulting and become a leader not only a manager of the sales process.......2007-10-07
Jeff Thull is one of the 'fathers' of consultative selling and you really can't go wrong by reading and studying any of his books. This book is not only a primer on the subject but a resource that you'll find yourself going back to over and over again.
Business to Business Selling (B2B), that is complex, high dollar, capital intensive selling is different than the transactional sales of a Sandler, Tracey, or Hopkins. The long sales cycles and intense competitive pressures of complex sales require skills that move beyond techniques, closing, and relationship building. A salesperson must manage the sale through a long and involved process with an entire continuum of issues, stakeholders, and obstacles. As Thull says "we need to get beyond selling to managing decisions," "beyond problem solving to managing change," beyond meeting needs to managing expectations," beyond transactions to managing relationships," and "beyond reacting to managing clear communications." This book is the roadmap for doing those things.
In some ways this book moves past the idea of consultative selling because everyone claims to be doing that. Often customers don't have a rational or clear buying process themselves. Salespeople have to navigate these turbulent waters while preventing "unpaid consulting" and loosing to a competitor for unseen reasons. Thull offers constructive and timely advice on how to lead not simply manage, to drive change instead of being a victim of other people's processes.
"New Solution Selling" offers a better 'system' complete with tactical advice and forms to implement a complex selling process. However for important concepts and a philosophical sales foundation this book is a important read.
I have 37 years in sales...........2007-08-23
I am familar with many of the concepts and ideas in this book. I enjoyed the overview of the three eras of sales; particularly since I have lived thru them all! And, the fighter jet complex sale made me appreciate the less complex sales I work with day to day. I believe this is a good book for those new to the world of complex sales and provides a good overview upon which to build and increase your knowledge of the sales process.
Refreshing approach.......2007-08-15
Tired of the same old "wedge foot in door, give presentation then close" mentality? This manual offers a refreshing view of a better method for client management. If you feel your time and resources are too valuable to waste them putting the hard sell tactics on uninterested parties, purchase this book.
Good overview for beginners.......2007-04-10
This is the first book I have read that provides a good foundation for salesman who are beginners.
Develop an unfair advantage & truly differentiate your offering.......2006-09-14
Tremendous foundation of how to change the fundamentals, rules of engagement, the game and give yourself a wonderfully unfair advantage in business development that involves complex sales. Excellent read prior to reading Jeff Thull's other two (excellent) books, The Prime Process and Exceptional Selling, which get into more detailed tactics and how-to's. Consultative selling is not a way to differentiate yourself and your offering any longer. Most salespeople now use that approach. As Thull puts it, to truly differentiate yourself, you've got to be a diagnostic business developer. This book book will teach you if you how if you choose to implement the fundamentals of the Prime Process described. He makes the point that spectacular results always begin with unspectacular (unglamorous) preparation.
Book Description
In today’s competitive marketplace, customer relationship management is critical to a company’s profitability and long-term success. To become more customer focused, skilled managers, IT professionals and marketing executives must understand how to build profitable relationships with each customer and to make managerial decisions every day designed to increase the value of a company by making managerial decisions that will grow the value of the customer base. The goal is to build long-term relationships with customers and generate increased customer loyalty and higher margins. In Managing Customer Relationships, Don Peppers and Martha Rogers, credited with founding the customer-relationship revolution in 1993 when they invented the term "one-to-one marketing," provide the definitive overview of what it takes to keep customers coming back for years to come.
Presenting a comprehensive framework for customer relationship management, Managing Customer Relationships provides CEOs, CFOs, CIOs, CMOs, privacy officers , human resources managers, marketing executives, sales teams, distribution managers, professors, and students with a logical overview of the background, the methodology, and the particulars of managing customer relationships for competitive advantage. Here, renowned customer relationship management pioneers Peppers and Rogers incorporate many of the principles of individualized customer relationships that they are best known for, including a complete overview of the background and history of the subject, relationship theory, IDIC (Identify-Differentiate-Interact-Customize) methodology, metrics, data management, customer management, company organization, channel issues, and the store of the future.
One of the first books designed to develop an understanding of the pedagogy of managing customer relationships, with an emphasis on customer strategies and building customer value, Managing Customer Relationships features:
Pioneering theories and principles of individualized customer relationships
An overview of relationship theory
Contributions from such revolutionary leaders as Philip Kotler, Esther Dyson, Geoffrey Moore, and Seth Godin
Guidelines for identifying customers and differentiating them by value and need
Tips for using the tools of interactivity and customization to build learning relationships
Coverage of the importance of privacy and customer feedback
Advice for measuring the success of customer-based initiatives
The future and evolution of retailing
An appendix that examines the qualities needed in a firm’s customer relationship leaders, and that provides fundamental tools for embarking on a career in managing customer relationships or helping a company use customer value as the basis for executive decisions
The techniques in Managing Customer Relationships can help any company sharpen its competitive advantage.
Download Description
In today’s competitive marketplace, customer relationship management is critical to a company’s profitability and long-term success. To become more customer focused, skilled managers, IT professionals and marketing executives must understand how to build profitable relationships with each customer and to make managerial decisions every day designed to increase the value of a company by making managerial decisions that will grow the value of the customer base. The goal is to build long-term relationships with customers and generate increased customer loyalty and higher margins. In Managing Customer Relationships, Don Peppers and Martha Rogers, credited with founding the customer-relationship revolution in 1993 when they invented the term "one-to-one marketing," provide the definitive overview of what it takes to keep customers coming back for years to come.
Presenting a comprehensive framework for customer relationship management, Managing Customer Relationships provides CEOs, CFOs, CIOs, CMOs, privacy officers , human resources managers, marketing executives, sales teams, distribution managers, professors, and students with a logical overview of the background, the methodology, and the particulars of managing customer relationships for competitive advantage. Here, renowned customer relationship management pioneers Peppers and Rogers incorporate many of the principles of individualized customer relationships that they are best known for, including a complete overview of the background and history of the subject, relationship theory, IDIC (Identify-Differentiate-Interact-Customize) methodology, metrics, data management, customer management, company organization, channel issues, and the store of the future.
One of the first books designed to develop an understanding of the pedagogy of managing customer relationships, with an emphasis on customer strategies and building customer value, Managing Customer Relationships features:
Pioneering theor
Customer Reviews:
CS BOOK.......2005-08-09
Solid book on CS- long read!
Many good points-
Wish there was a cliff notes version
The book that was missing.......2004-09-08
This book fills in the empty space of academic books in CRM. Most of the publications and articles I've read deal with research on the subject and companies selling their programs. In this book Peppers and Rogers compiled a comprehensive text with theory, research and contributions from other authors that are a valuable tool for the under and graduate level.
Highly Recommended!.......2004-08-06
This very extensive text on customer relationship management leaves nothing unsaid or unexplained. Authors and editors Don Peppers and Martha Rogers tackle the subject with admirable organization, clarity and depth. They define every important term and do not lose the reader in marketing jargon - a rare virtue in a book about marketing. The text, including contributions from other well-known experts in the field, propounds a well-developed theory of customer relationship management (CRM) and sets out numerous examples to illustrate, explain and clarify the theory. Useful as a handbook, textbook or reference manual, the book covers - among many other core subjects - customer identification and differentiation, customer feedback, an analysis of retailing and basic tools for CRM. We highly recommend this book to service-oriented managers and executives. To form profitable relationships with your customers, first get friendly with Peppers and Rogers.
Taking One-to-One marketing to the CEO's agenda.......2004-07-28
Having just finalised an e-business thesis on Online Personalization, I must say that this book is an impressive source on the strategic level for what is synonymously called CRM, One-to-One marketing, relationship marketing, etc.
What I like about Peppers & Rogers is that they don't pretend to be the only ones to have seen this shift in customer-focused organizations (although they were first-movers in US by coining the term One-to-One in 1993). Peppers & Rogers accept readily that many other people have interesting perspectives to add. Thus, this book includes many contributions from marketing wizards like Philip Kotler, Seth Godin, Bruce Kasanoff, and Patricia Seybold.
The book is the sixth from the authors. If you have read some of the previous publications, you'll already be familiar with their core concepts like the IDIC-model (Identify-Differentiate-Interact-Customize), as well as Learning Relationships and customer Lifetime Value.
I believe that Peppers & Rogers' most important contribution is to change a company's focus from customer acquisition to customer retention. That is: Stop spending all you money getting new customers and start spending more on keeping and growing existing customers. This is where the learning relationships come in. The basic idea of Managing Customer Relationships, the authors concisely describe in plain English:
The Learning Relationships work like this: If you're my customer and I get you to talk to me, and I remember what you tell me, then I get smarter and smarter about you. I know something about you my competitors don't know. So I can do things for you my competitors can't do, because they don't know you as well as I do. Before long, you can get something from me you can't get anywhere else, for any price. At the very least, you'd have to start all over somewhere else, but starting over is more costly than staying with me.
Being a Dane, I'm proud to see the reference made on page 172 that the relationship theory can be traced back to the Scandinavian School of Relationships Management (e.g. Gronroos and Gummeson). Back in the 1980's, both were required reading in Scandinavian business schools. They often researched service firms and B2B-networks and based on this knowledge, they emphasised the contents and types of the business relationships and the required strategies to make these relationships work. It wasn't until the 1990's that CRM-initiatives took off in the United States - and usually they have been very technology-driven. Today, we all accept that you need both the relationship mindset and the technology-enabler. So the two approaches may ultimately achieve the same goals.
Peter Leerskov,
MSc in International Business (Marketing & Management) and Graduate Diploma in E-business
Don and Martha Do It Again!.......2004-05-25
Another stellar effort by the pioneers of one-to-one. This book tackles CRM on several different fronts, and includes thoughtful pieces from a range of expert contributors. The book features both tactics and theory, including a helpful history on the emergence of CRM as a major business philosophy and some of the original research behind relationship theory. A hefty reference, and a useful one!
Book Description
Driven by rapidly changing business environments and increasingly demanding consumers, many organizations are searching for new ways to achieve and retain a competitive advantage via customer intimacy and CRM. In this context, new strategic frameworks and cooperation with everybody along the whole value chain are needed to allow managers to deal with the changes in shopping patterns of consumers. This book presents a new strategic framework that has been tested successfully with various global companies. New management concepts such as Collaborative Forecasting and Replenishment, CRM, Category Management, and Mass Customization are integrated into one holistic approach with a view to jointly develop customer bonding and loyalty. Experts from companies like McKinsey, Procter&Gamble, Accenture, and AC Nielsen, as well as authors from renowned academic institutions, offer valuable insights on how to redesign organizations for the future.
Customer Reviews:
A must read!!!.......2004-02-27
Read this book if you wish to know how collaboration based partnership concepts like CPFR, ECR, CCRM etc will rule management approaches. This is the way forward....
Harvard Editors Are Taking CRM To a New Level.......2003-11-04
Great Book, great value. It really seems Harvard is catching up with Wharton, Kellog and other marketing champions in the academic area. This book is outstanding; it links theory and business life nicely - the case studies do their work...You can read about the newest developments in the CRM field (mass customization, collaborative customer relationship management and category management, VMI and CPFR) and you understand how to boost your business. Just do the things the other companies displayed in the book did...
I really recommend this book!
Book Description
From the best-selling author of SPIN Selling, Getting Partnering Right explains, demystifies and makes sense of the revolution that is taking place in supplier-customer relationships today, redefining how to form locked-in, highly profitable relationships with customers.
Customer Reviews:
Please note above review.......2004-03-19
One of the above "reviews" was accidently listed as a review and has given the book zero stars when in fact it is comments from the author. The book was fantastic.
Getting Partnering Right.......2000-08-31
I am in the process of establishing partnerships with our firm's suppliers and subcontractors so that we may improve the service that we provide to our customers. The first step in the process is to be sure that our suppliers and subcontractors understand the concept of partnering for a win-win agreement. "Getting Partnering Right" is by far the best explanation of what I am trying to accomplish that I have read.After an initial meeting, I ask our potential partner to read the book and to call me when he has read it.Without exception, all have stated that "Now I get it". In a follow-up interview it is very easy to tell if they really do "get it". So far I have purchsed 28 copies for distribution to potential partners and to some our own employees. In addition,some of our partners have purchased more copies for distribution within their own companies. Maybe this one should be rated 6 stars!!
Average customer rating:
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Prime Movers: Define Your Business or Have Someone Define it Against You
Rafael Ramírez ,
Johan Wallin , and
Rafael Ramirez
Manufacturer: Wiley
ProductGroup: Book
Binding: Hardcover
 Strategy & Competition
| Management & Leadership
| Business & Investing
| Subjects
| Books
Management
| Management & Leadership
| Business & Investing
| Subjects
| Books
Systems & Planning
| Management & Leadership
| Business & Investing
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General
| Business & Investing
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Customer Service
| Industries & Professions
| Business & Investing
| Subjects
| Books
E-Commerce
| Business & Culture
| Computers & Internet
| Subjects
| Books
All Titles
| Qualifying Textbooks - Fall 2007
| Stores
| Books
Business & Investing
| Qualifying Textbooks - Fall 2007
| Stores
| Books
Computers & Internet
| Qualifying Textbooks - Fall 2007
| Stores
| Books
ASIN: 0471899445 |
Book Description
This book deals with the frameworks between customers and suppliers. These frameworks link a customer's own value creating activities to the competencies and resources of the supplying firm(s). Both the short term (financial) and long term (knowledge) benefits to using this approach are discussed.
Customer Reviews:
ýPRIME MOVERSý.......2001-05-16
`PRIME MOVERS' Define Your Business or Have Someone Define it Against You
How did Nokia come to lead in mobile phones? How did Tetra Pak revolutionise milk packaging? How did VISA become so central in payments? How did Caterpillar become `the' reference in Earth-moving equipment? How did photocopying come to be called Xeroxing?
This book tells the story of companies that have revolutionised their markets, some more than once, by completely changing the logic of value creation in them. Such companies are called `prime movers'. The book explains this logic and provides detailed frameworks for implementing it.
The New Logic of Value Creation
The main thesis of the book, and the value creation framework it proposes, is that the role of a business is to identify, utilise and package its capabilities into offerings that help customers create value for themselves and their customers and counterparts.
This framework is fundamentally different from one that considers products (instead of capabilities) and markets (instead of customers). It captures not only the value of an offering to customers, but the whole value chain, including customers' customers. The overall network, in which value is created both with customers and their customers, is called a `value constellation'.
An example shows how this was implemented by Xerox Corporation, which converted xerography into a commercial success. Later, competitors entered the market with smaller and cheaper machines. Xerox reconfigured the market a second time with its `document processing' strategy.
An Architecture for Value Creation
The authors provide a framework for understanding the various value logics in the value chain and resulting value constellation. They show how to define a business model which should answer the question: what value do we want to create, and for and with whom? This comprises the capabilities to be deployed, the co-production partners to be involved, the offerings to be co-produced, and the customers to be targeted.
Different routes can be taken to create value:
* A firm aligns its value-creating logics to those of its customers.
* A company harnesses its existing capabilities to create new offerings for existing and new customers.
* A company develops and utilises new capabilities to create new offerings and attract new customers.
The book rests on the premise that value is customer-dependent. For example, a shirt may be bought by several different types of people. One may view it entirely as a piece of clothing, its value being based on its price relative to its quality. Another may be interested in minimising the time taken to acquire the shirt, and therefore buy it from a mail order catalogue or the internet. A third may be looking for something that will become an integral part of her wardrobe. A fourth could be a fashion student, who buys it to learn about design. Or the purchaser could be an environmentalist, concerned about the origin of the material, the environmental impact of the production process, and whether it can be recycled. Each of these customers has a different view of the value of the shirt, which needs to be taken into account when creating the offering presented to them.
Some Comparisons
`Prime Movers' has a common theme with `Leading the Revolution' by Gary Hamel. However, it differs markedly in presentation and content. Both argue that to succeed, a business has to reinvent itself, often more than once. But whereas Hamel's revolution relates mainly to changing the organisation, Ramírez and Wallin's revolution is in rethinking the business.
It also has much in common with `The Profit Zone' (Slywotsky and Morrison, John Wiley, 1998), in that both books focus on what customers value. However, whereas Slywotsky and Morrison look principally at the customer's point of view, Ramírez and Wallin also consider the firm's capabilities and its customers' customers.
This is not an airport bookshop best-seller, with a single idea and which can be read in a few hours. It is thoroughly researched, with notes and references on each chapter. It is very rich in ideas which demand careful attention, and its layout enables it to be read a chapter at a time. For a summary of these ideas, one can do no better than quote one of the concluding paragraphs. "Offerings reverse the ground of attention to which strategists have given priority. Instead of actors, interactions should be considered as the focus. Instead of companies, it is relationships. Instead of positioning within a given context, it is the enlarging and redefining environments which can deliver more effective companies, helping their customers to become more effective creators, ultimately making up better value constellations."
Book Description
No company can be an island in today's business world. Each one is locked into a complex network of relationships with suppliers, customers and other business partners. To be effective, managers within companies must constantly assess these relationships and the intentions, actions and reactions of their counterparts within them. Indeed, managing its relationships and its position in the business network has become the critical task on which a company's very existence stands or falls.
This new edition of Managing Business Relationships aims to help managers and students understand the reality of business networks and how to manage in them. It has been entirely rewritten to include the latest thinking and research from the IMP (Industrial Marketing and Purchasing) Group.
The book
* provides a structured way to understand business networks and their effect on the practicing manager.
* offers a complete analysis of management in different relationships including those with suppliers, customers, distributors and development partners.
* includes a brand new and easy to understand model of managing in networks.
This book is vital reading for students of business marketing, purchasing, business networks and relationship management at the MBA and final year undergraduate level. It will also be a valuable resource for all managers operating in business markets, including those in purchasing, marketing, technical development and distribution.
Book Description
There is more and more evidence that economic effectiveness and quality in customer relations must be viewed as a separate strategic issue in marketing. The attributes of exchanges, i.e. reciprocity, interdependence, partnership and transparency vis-a-vis every single customer create more and "market dominance". This book encompasses strategical as well as operational points of view and gives a complete overview of strategic relationship marketing and the theoretical rationals and paradigms. The authors introduce the concept of relationship networks and discuss how to deal with the influence of relationship. Relationship marketing is dealt with as a real marketing discipline integrating economics, institutional factors, behavioral aspects and strategy.
Average customer rating:
- Strategic Customer Care -- basic marketing with old fads
- Holistic guideline for managing customer service
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Strategic Customer Care: An Evolutionary Approach to Increasing Customer Value and Profitability
Stanley A. Brown
Manufacturer: Wiley
ProductGroup: Book
Binding: Hardcover
General
| Business & Investing
| Subjects
| Books
Customer Service
| Industries & Professions
| Business & Investing
| Subjects
| Books
General
| Marketing
| Marketing & Sales
| Business & Investing
| Subjects
| Books
Management
| Sales & Selling
| Marketing & Sales
| Business & Investing
| Subjects
| Books
Entrepreneurship
| Small Business & Entrepreneurship
| Business & Investing
| Subjects
| Books
ASIN: 0471643424 |
Book Description
How to successfully apply the principles of customer care in any company
Most organizations today recognize the importance of improving customer careâthe need to go beyond traditional customer service and truly manage customers as assetsâbut only about 6% apply its principles effectively. This book fully explains the three stages in the evolution of customer care. Readers will be guided through the process of acquiring customers, retaining them through segmentation and management of the relationship, and targeting their most significant marketing efforts to the most profitable segments.
- Shows companies how to identify where they are in their own evolutionary process
- Outlines successes and failures of companies, including Sears, CIBC, AT&T/Matrixx, Kodak, FedEx, and more
Customer Reviews:
Strategic Customer Care -- basic marketing with old fads.......2001-11-11
The book rehashes various old fads and repeats some very basic marketing principles (such as the value of segmentation) that can be found in any basic marketing textbook. I could not find any new ideas in the book, which seems rather useless.
Holistic guideline for managing customer service.......2000-04-03
Brown introduces the reader step by step into the evolution an enterprise has to undergo in order to obtain customer loyalty. Backed up with comprehensive and clear exhibits, Brown offers with his book an excellence resource for each student as well as manager dealing with the topic of customer satisfaction and customer loyalty.
Book Description
You rely on your key accounts for repeat business over time, but with Stephan Schiffman's tips and strategies, you'll find out how to increase your sales to these accounts and solidify your relationship as "partners" in the sales process.
In Mastering Your Key Accounts, Stephan Schiffman shows you how to implement a winning selling philosophy based on taking calculated risks and stirring things up within existing accounts. He gives you the tools to build key strategic alliances in all of your accounts. Inside you'll find sure-fire strategies to:
Build alliances and win over critical constituents
Develop and refine a Major Account Mapping worksheet
Devise a growth/action plan for key accounts
Finalize an action plan that extends your network within the major account
As America's recognized #1 sales trainer Stephan Schiffman promises to give you proven advice that will boost your business -and your bottom line!
Average customer rating:
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Strategic Market Relationships: From Strategy to Implementation
Bill Donaldson , and
Tom O'Toole
Manufacturer: Wiley
ProductGroup: Book
Binding: Paperback
General
| Business & Investing
| Subjects
| Books
Customer Service
| Industries & Professions
| Business & Investing
| Subjects
| Books
General
| Marketing
| Marketing & Sales
| Business & Investing
| Subjects
| Books
All Titles
| Qualifying Textbooks - Fall 2007
| Stores
| Books
ASIN: 0471494437 |
Book Description
Marketing has evolved rapidly both as an academic and practical discipline and is now regarded as a fundamental part of the activities of most progressive business and organizations. Strategic Market Relationships provides a re-examination of the nature and scope of marketing as a subject and develops ideas about how organizations originate, sustain and develop relationships with their customers and suppliers.
Books:
- Microsoft Office Outlook 2003 Inside Out
- New Manufacturing Challenge: Techniques for Continuous Improvement
- Nonlinear Dynamics and Chaos: With Applications to Physics, Biology, Chemistry and Engineering
- Operations Management & Student CD Package (8th Edition)
- Out: A Novel
- Personal Development for Life and Work
- Prophet of Innovation: Joseph Schumpeter and Creative Destruction
- Public Choice III
- Quality Toolbox
- Quick Teambuilding Activities for Busy Managers: 50 Exercises That Get Results in Just 15 Minutes
Books Index
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The Prime Solution: Close the Value Gap, Increase Margins, and Win the Complex Sale
Exceptional Selling: How the Best Connect and Win in High Stakes Sales
Hope Is Not a Strategy: The 6 Keys to Winning the Complex Sale
Lead Generation for the Complex Sale: Boost the Quality and Quantity of Leads to Increase Your ROI
Solution Selling: Creating Buyers in Difficult Selling Markets
