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Business Market Management Understanding, Creating, and Delivering Value

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ISBN-10: 0136000886

ISBN-13: 9780136000884

Edition: 3rd 2009

Authors: James C. Anderson, James A. Narus, Das Narayandas

List price: $290.60
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Book details

List price: $290.60
Edition: 3rd
Copyright year: 2009
Publisher: Prentice Hall PTR
Publication date: 6/5/2008
Binding: Hardcover
Pages: 496
Size: 7.25" wide x 9.25" long x 1.00" tall
Weight: 2.178

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