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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 | |