Index_C

C

Cash flow, 111

Chairman systems challenges, high-level overview, 154–157

CIS Best Business Partner Award. See Dayton Hudson Corporation

CMS. See Siemens

Coaches, 115

Co-destiny accounts, 1

Collection activities, 139

Commitment, creation. See Firms

Communication, 176. See also Organizational alignment

infrastructure, 124–126

vendors, 125

mode, 129

plan. See Customers

processes, 40

programs, usage. See Internal communications programs

systems. See Salesforces

design. See United Parcel Service

Compensation. See Account managers; Short-term compensation

design, 159

variable, 100

Competency model. See H. R. Chally; S4 Consulting, Inc.

Competitive advantage, 177

development, 161

sustaining, 183. See Strategic account management

creation, 187

Competitors, value-based competitors, 75

Component Value Analysis (CVA), 145

Conference on Relationship Management, 51

Consultative approach, 94

Consulting services, 11

Contact management software, 165

Corporate decision makers. See United Parcel Service

Corporate-level initiatives, creation/coordination. See United Parcel Service

Corporate management strategies, clarity, 60

Corporate Mobility Services (CMS). See Siemens

Corporate strategies, review, 48

Cost

control

focus, 132–133

need, 132

data, availability, 151

increase, emotional switching, 174

lost opportunity, 159

Cost-cutting initiatives, example, 171

Cost savings, soft-dollars, 142

Countrywide Funding, 146–150

interaction. See National Office Supplies

National Office Supplies, value, 149

shared-savings program, establishment, 148

total quality initiative, 148

Covering the bases, 113, 114

Coveyou, Gary, 11–12, 14

Crater, Wayne, 13

CRI. See GfK Custom Research Incorporated

CRM. See Customer relationship management

Cross-departmental executive support group, 35

Cross-functional account management team, formation. See Marriott International

Cross-functional alignment, 185

Cross-functional barriers, creation. See Customers

Cross-functional executive leadership, creation, 20–21. See also Executive leadership

Cross-functional groups, 35

executive, usage, 78

Cross-functional meeting, 78

Cross-functional support group, creation. See Honeywell Industrial Automation and Control

Cross-functional teams

collecting, 94

customization, 60

Customer-focused newsletters, 49

Customer relationship management (CRM), 11–12

automation, implementation, 157

cost, 154

implementation, learning, 159

services. See Reynolds & Reynolds

software

need, 155–156

reconfiguration, 154

solutions, 161

Customer relationship management (CRM) system, 161

challenges, overview, 153

design specifications, 159

implementation, 154

importance, 158

purchasers, 156

selection, 158

usage. See Performance

Customers. See also Enterprise customers

asset-replacement cost, 136

communications plan, 97

contacts. See Motorola

cross-functional barriers, creation, 176

decrease. See GfK Custom Research Incorporated

drift, prevention, 101

EDI, implementation, 143

expectations, 176, 177

information, 71

driving, 60

investments, targets, 131

knowledge, 127, 179

development, 171

losing/sacrifice, 136

loss cycle, signs, 129

loyalty

creation, 177

maintenance, 175

needs, change, 177

number, usage, 61, 78, 174

opportunities, 172

performance data, 151

portfolio analysis, 66, 71

processes, understanding, 94

profitability, 185

relationships, termination, 119

retention, increase, 186

revenues, 73

stream, 123

service, 175

people, 154

specialist, 148

serving, cost, 67–69

trust, earning, 172

types, servicing, 163

UPS, awareness, 166

value

calculation. See Lifetime customers

delivery, 143

increase, 178

quadrants, 72

voice, driving, 49–51

Customer-service telephone calls, 140

CVA (component value analysis), 145