Index_M

M

Maister, David H., 64, 189

Malcolm Baldrige National Quality Award, winner. See GfK Custom Research Incorporated

Margins

increase. See GfK Custom Research Incorporated

interaction, volume/margin, 72–73

percentage, 136

creation, 135

Marketers, engaged, 79

Marketing

engineering firms, expenses, 136

initiative, launching, 66

opportunity, poisoning, 175

Marriott International, 10, 43, 87

Alliance Account

directors, 55–60, 180

program, 55–56, 59

sales, 180

burning platform, 56

cross-functional account management team, formation, 180

cross-functional team, usage, 182

Deloitte & Touche, interaction, 180–188

ExecuStay, 180

Global Account Program, support, 58

Global Sales Organization, 180

incremental revenue, 182

Siemens, relationship, 57–60

solution, 181

turnkey customer service package, 181

value, delivery, 182–183

volunteer army, 38, 55–60

Worldwide Reservation Center, 180

Mazda, relationship. See Ford Motor Company

McMillan, Dave, 33–34

Medicon, 142

Mervyn's, 124

Metrics, lack-of-performance usage, 121

Millar, Dan, 144–145

Miller Heiman, Inc., 63, 115

Miller, R.B., 86, 189

Minnesota Power (MP), 59

alignment, 42

cross-company issues, 36

example, 28–36

Large Power Marketing, 28–31

realignment, 33–34

ROA, 36

strategic account realignment, drivers, 28–29

Strategic Accounts department/group, 33–35

strategic realignment

initial success, 31–33

key players, interaction, 29–31

success, 34–36

Minnesota Public Utilities Commission

MP-customer contract, approval, 32

petitioning, 29

service agreement, 31

MIS, 80

Mistkowski, Rich, 146–150

Motivational scale, 89

Motorola

customer contacts, 100

Land Mobile Products Sector (LMPS), training example, 95–100

overhead distribution infrastructure, 42

salespeople, transition, 97

UPS, interaction, 42–43

MP. See Minnesota Power

Multilevel teams, collection, 94

Multilocation strategic account, 106