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Hjem » Key Account Management

Series: Key Account Management

Hva er key account management, hva inngår og hvordan bruke key account management på en effektive måte.

Key Account Management

Key Account Management (KAM)

    shake-hands

    Key Account Managment “light”

      shake-hands

      Key Account Manager

        kam

        Krav til en Key Account Manager

          Gruppe mennesker

          Organisering av Key Account Management funksjonen

            Nettverk og relasjon

            Nettverk og relasjon

              Venner

              Kunderelasjon

                relasjonsbygging

                Relasjonsbygging

                  Nettverksbygging

                  Nettverksbygging

                    miljo

                    Relasjonskvalitet, relasjonsverdi og relasjonstyrke

                      kundetilfredshet

                      Kundetilfredshet

                        kundelojalitet-okt

                        Kundelojalitet

                          profitt

                          Hvorfor er kundelojalitet viktig?

                            kundeservice

                            Hva skaper kundelojalitet?

                              dg

                              Hvilken sammenheng er det mellom kunde- og medarbeiderlojalitet?

                                Loyalty Model Groupings – en kundelojalitet modell

                                Loyalty Model Groupings – en kundelojalitet modell

                                  crm-flow

                                  Customer Relationship Management (CRM)

                                    kam-prosessen

                                    Key Account Managment prosessen (KAM-prosessen)

                                      ABC analyse (kundeanalyse av lønnsomhet)

                                      ABC analyse (kundeanalyse av lønnsomhet)

                                        regnskap

                                        Valg og prioritering av nøkkelkunder (A-kundene)

                                          Nøkkelkundeanalyse

                                          Nøkkelkundeanalyse

                                            Møte mål

                                            Kjøpegruppen (“buying center“)

                                              Mål

                                              Utvikle nøkkelkundemål

                                                ressurser

                                                Sikre interne ressurser

                                                  forretningsplan

                                                  Nøkkelkundestrategi (plan)

                                                    Resultatmål

                                                    Handlingsplan (aktivitets- og tiltaksplan) for nøkkelkunder

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