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Global Customer Management Programs: How to Make Them Really Work

By:

Capon Noel

Material type: Article

ArticleLanguage: ENG Series: ; 52Publication details: Winter 2010 0Edition: 2Description: 32-55 PpSubject(s):

Customer Programs

DDC classification:

Online resources:

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Summary: The article discusses how multinational companies can manage their critical customer assets through key or strategic account management programs. The focus is on the challenges presented by international customers who are globalizing their procurement operations and on the implementation of global customer management (GCM) programs. The discussion includes the four categories of GCM programs which are pilot, dead-end, spring-board, and embedded. Organizational commitment to GCM is also discussed. The GCM programs developed by International Business Machines Corp. and Xerox Corp. are mentioned.

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Item type	Current library	Call number	Status	Date due	Barcode
Articles	Main Library	Cap (Browse shelf(Opens below))	Available		AR11671

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The article discusses how multinational companies can manage their critical customer assets through key or strategic account management programs. The focus is on the challenges presented by international customers who are globalizing their procurement operations and on the implementation of global customer management (GCM) programs. The discussion includes the four categories of GCM programs which are pilot, dead-end, spring-board, and embedded. Organizational commitment to GCM is also discussed. The GCM programs developed by International Business Machines Corp. and Xerox Corp. are mentioned.

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