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Preface | |
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Acknowledgements | |
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About the Authors | |
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Introduction and Overview | |
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Business Market Management: Guiding Principles Overview Value as the Cornerstone of Business Market Management | |
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What is Value in Business Markets? | |
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Assessing Value in Practice | |
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Managing Business Market Processes | |
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Shareholder Value | |
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Business Processes, and Marketing Core | |
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Business Processes Contributions of Marketing | |
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Business Market Management and Business Marketing | |
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Business market processes Business marketing | |
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Doing Business Across Borders | |
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Language and Culture | |
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Cross-Border Negotiation and Dispute Resolution | |
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Cross-border negotiations | |
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Cross-border dispute resolution | |
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Currency Exchange and Payment Risk | |
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Working Relationships and Business Networks | |
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Work Teams Working Relationships | |
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Collaborative relationship agreements | |
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Collaborative relationship development | |
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Business Networks Business network characteristics | |
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Analyzing business networks | |
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Summary | |
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Understanding Value | |
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Market Sensing: Generating and Using Knowledge About the Market Overview Defining the Market | |
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Market Segmentation Conventional bases of segmentation | |
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Progressive bases of segmentation | |
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Determining Market Segments of Interest Market segment size and growth Sales and profit potential | |
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Monitoring Competition | |
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A Framework for Competitor Analysis | |
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Future goals | |
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Assumptions Current strategy | |
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Capabilities Improving Monitoring Performance | |
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Competitor intelligence systems | |
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Seek disconfirming as well as confirming evidence | |
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Assessing Value | |
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Value Assessment Methods Internal engineering assessment | |
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Field value-in-use assessment | |
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Indirect survey questions Focus group value assessment | |
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Direct survey questions Conjoint analysis | |
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Benchmarks Compositional approach | |
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Importance ratings | |
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Customer Value | |
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Management Translating business issues into projects | |
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Customer value workshop | |
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Customer value research | |
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Constructing a business case for change | |
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Value realization | |
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Gaining Customer Feedback | |
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Customer Satisfaction Measurement | |
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American Customer Satisfaction Index (ACSI) | |
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What customer satisfaction results mean | |
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Customer Value Analysis Net Promoter Score | |
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Summary | |
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Understanding Firms as Customers Overview Understanding Purchasing Orientation | |
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The Buying Orientation Obtaining the best deal | |
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Maximizing power over suppliers | |
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Avoiding risk | |
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Developments in buying | |
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The Procurement Orientation Improving quality Reducing total cost of ownership | |
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Cooperating with suppliers | |
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The Supply Management Orientation | |
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Focus on end-users | |
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Craft a sourcing strategy | |
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Build a supply network | |
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Sustain highly collaborative relationships with select suppliers | |
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Apply purchasing portfolio management | |
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Putting Knowledge of Purchasing Orientation to Use | |
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Understanding How Purchasing Works with Other Functions and Firms | |
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Value Management as a Cooperative Framework | |
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Adding Value to the Purchasing | |
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Process through Buying Teams | |
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Team member roles | |
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Buying situations | |
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Buying team tasks | |
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Working with Suppliers and Across | |
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Functions Developing supply resources | |
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Improving existing offerings | |
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Contributing to new offering realization | |
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Understanding the Purchase Decision Process | |
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Understanding Customer | |
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Requirements and Preferences Converge on customer requirements | |
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Map customer activity and value cycles | |
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Learning the Customer's Purchase | |
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Process Evaluating Supplier Performance Reviewing price, quality, and availability | |
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Scrutinizing total costs Tracking supplier value | |
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Summary | |
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Crafting Market Strategy Overview Business Strategy as the Context for Market Strate | |