Copyright -- Table of contents -- About the author -- Foreword -- Acknowledgements -- Part I The Value Machine -- 1 The value machine -- THE 'RIGHT KIND' OF VALUE -- HOW GOOD MUST WE BE? -- FROM GOOD TO GREAT… -- JETTISONING THE BAGGAGE -- THE VALUE MACHINE MODEL -- 2 Leadership - the pivotal activity -- 3 Fuelling the value machine -- ENOUGH DATA… -- STRATEGIC INSIGHTS AND INTELLIGENT ANALYSIS -- THE SHARED FUTURE ANALYSIS -- OILING THE WHEELS -- KNOWING YOUR TRUE VALUE -- Part II Targeting -- 4 Market segmentation -- THE B2B CHALLENGE -- SEGMENTING BY SOLUTION, OR VALUE RECEIVED -- THE NESTING CONCEPT -- NOVEL SEGMENTATION -- FOCUSING THE EFFORTS -- 5 Customer classification -- THE PERILS OF SIZEISM -- KEY ACCOUNTS - OUR MOST IMPORTANT INVESTMENTS -- A CLASSIFICATION PROCESS -- 6 Account management - being appropriate -- THE STRATEGIC INTENT -- NAVIGATING THE JOURNEY -- ACCOUNT MANAGEMENT -- THE RELATIONSHIP MODELS -- Part III Matching -- 7 The people -- THE PROBLEM WITH BUYERS… -- THE CUSTOMER'S DMU -- THE TOOLKIT -- THE ANALYTICAL TOOLS -- THE ACTION TOOLS -- MATCHING - PROTECTING YOUR INVESTMENT -- 8 The business strategy -- KEY SUPPLIER STATUS - THE BUYER'S AGENDA -- SUPPLY CHAIN MANAGEMENT -- SUPPLIER POSITIONING -- MATCHING - BEING RELEVANT - RAISING OUR STATUS -- STRATEGIC SUPPLIER STATUS - THE BUSINESS STRATEGY AGENDA -- NEW TASK, NEW LANGUAGE - REPLACING THE 4 P'S -- 9 The value creation process -- THE CUSTOMER'S TOTAL BUSINESSEXPERIENCE (TBE) -- THE CUSTOMER'S ACTIVITY CYCLE -- LOCK-IN AND COLLABORATION -- THE ACTIVITY CYCLE IN ACTION -- THE APPROPRIATE REWARD -- THE VALUE MACHINE BRAND -- Part IV Aligning -- 10 The critical success factors -- FROM CONCEPTION TO BIRTH, AND BEYOND… -- SINS AND OBSTACLES -- THE CRITICAL SUCCESS FACTORS (CSFS) -- CLARITY OF BUSINESS DRIVERS AND MONEY-MAKING LOGIC.

CROSS-FUNCTIONAL ALIGNMENT AND FUNCTIONAL EXCELLENCE -- PERFORMANCE MANAGEMENT MEASURES -- FUNCTIONAL EXCELLENCE -- THE RIGHT ATTITUDES -- KEY ACCOUNT MANAGEMENT PROCESSES -- MEASURING CUSTOMER PROFITABILITY -- 11 Getting cross-functional teams to work -- SOME ADVICE… -- BELBIN'S TEAM ROLES -- THE TEAM CLOCK -- THE TEAM LEADER -- CUSTOMER COLLABORATION -- INTERPERSONAL SKILLS -- COMMERCIAL AWARENESS -- LEGAL AND CONTRACTUAL ACUITY -- PROJECT MANAGEMENT -- MAKING GOOD OUR VALUE -- A REAL-WORLD PROBLEM… OR JUST GOOD NEGOTIATION? -- 12 Leading the change -- LEADING CHANGE -- THE CHANGE PROCESS -- Afterword -- Getting further help -- CONTACT DETAILS -- FURTHER READING -- Index.