The Seven Keys to Managing Strategic Accounts

Value. See also Organizational alignment

bleeders, 73

calculation. See Lifetime customer value

customer, long-term, increase, 178

delivery. See Customers; Deloitte & Touche; Marriott International; Strategic accounts

examination, 151

examination. See Total lifetime values

processes, cost calculation, 151

quadrants. See Customers

quantification, 135, 151. See also Electronic data interchange

received/delivered, quantification/communication. See Strategic accounts

statements, clarity, 60

strategic accounts, quantification, 132–138

Value-added activity, strategic account managers, 103

Value-based competitors, 75

Value-determination process, 67

VanHootegem, Tom, 83, 183

Video focus groups, 185. See also Knauf Fiberglass

Video services, 125

Vision/values, as element of organizational alignment, 39

Voice of the Customer Program. See Nationwide Retirement Services

development, 60

Voice services, 125

Volume/margin, interaction, 72–73

Volunteer army. See Marriott International; Spinner, Patrice