Managing Global Customers


Book Description

Highlighting the rewards of taking a step beyond global account management to create a Global Customer Management approach integrating all aspects of the relationship between supplier and customer, this book guides international companies in using their relationships with global customers to their full potential.




Managing Global Customers


Book Description

Multinational companies need to manage their relationships with multinational customers with a globally integrated approach. This book provides a systematic framework for developing and implementing such global customer management programs. It draws on in-depth research at over 20 major U.S. and European multinational companies, such as ABB, Bechtel, BP, Bosch, British Airways, Carrefour, Daimler-Chrysler, Hewlett-Packard, HSBC, IBM, Schlumberger, Shell, Siemens, Tesco, Unilever, Vodafone, Wal-Mart, and Xerox. Readers will learn how to · think about managing global customers in the context of their overall global strategy · develop effective global customer management programs · overcome barriers to implementation and success · build better relationships with important customers · get the entire company to engage with managing global customers This book takes a strategic, total business, and not just sales approach to managing global customers. It also takes a customer as well as a supplier perspective. The book provides guidance on both strategy and implementation. Yip and Bink's Managing Global Customers takes a systematic and logic driven approach, yet provides many creative insights and practical advice. Managing Global Customers highlights the rewards of taking a step beyond global account management to create a Global Customer Management approach, integrating globally all aspects of the relationship between supplier and customer. The book gives a framework that guides international companies in using their relationships with global customers to their full potential. George Yip, author of the widely-praised Total Global Strategy, and Audrey Bink tackle in-depth one of the most important aspects of global strategy: How to manage global customers.




Managing Global Strategy


Book Description

This concise, practical textbook clearly explains how to go about developing and implementing a global strategy for any organization, from Born Global start-ups, to more established large companies struggling to manage their global extensions, to nonprofits including non-governmental organizations (NGOs) and charities. Written clearly and concisely, this volume brings together multiple tools, models and frameworks into one resource to guide a successful global strategy development and implementation process. Issues covered include: • Internal and external environmental analyses; • Cross-cultural communication; • Structural considerations; • Leadership and motivation; • Foreign market entry, mergers, alliances and acquisitions. Upper-level undergraduate and postgraduate students of global business will appreciate this accessible guide to a highly complex endeavor, as will practicing managers in global organizations seeking a ready reference. Instructors will also value the outline of a semester-long project keyed to the book, developed and tested by the author.




Successful Global Account Management


Book Description

Based on a major global research study into Global Account Management (GAM), Successful Global Account Managment shows companies how to adopt a radically different approach to dealing with their key accounts to operate as truly global suppliers.




Managing Global Innovation


Book Description

Based on empirical research from over 240 interviews, the authors present new concepts and trends in global R&D management. Case studies from 18 best-practice companies give detailed answers to the most pressing challenges for mastering international innovation.




Customer Relationship Management


Book Description

Customer Relationship Management is the first book to explore the benefits to the firm of a globally integrated approach to the management philosophy of Customer Relationship Management (CRM). The best hope for achieving a sustainable competitive advantage in a global marketplace is by means of better understanding which customers are in the best position to experience long-term, profitable relationships for the globally oriented firm. This book offers both an academic and a practical viewpoint of the importance of CRM in a global framework. It integrates the topics of knowledge management, total quality management, and relationship marketing with the goal of explaining the benefits of CRM for internationally active firms. The authors have included six case studies which allow the reader to undertake the role of CRM consultant in a 'learning by doing' approach. The book should be required reading for all business executives who desire a customer-oriented approach to success, and for all students of business who desire to gain insight into a relationship management approach which will become ever-more important in the years ahead.




Managing Global Organizations


Book Description

ÔAs its title implies, this book by three distinguished scholars puts a cultural perspective at the front and center of issues relating to current approaches to managing complex organizations. It does this by covering the most recent relevant findings by researchers from around the world and, most importantly, interpreting those findings in ways that provide useful guidelines and approaches for those in positions of organizational responsibility. For anyone studying or practicing management in challenging global-oriented contexts this volume is essential Ð and highly interesting Ð reading.Õ Ð Lyman W. Porter, University of California, US ÔThis book is a tour-de-force and a must-read for any scholar and practitioner who is interested in managing global organizations. From such topics as how to motivate, reward, lead, manage conflict, and structure work in different cultural contexts, the authors provide critical insights into how culture shapes all aspects of organizational behavior and a compelling vision of the future that awaits multinational and global organizations. Bravo to the authors for providing the field with a gold mine of information on managing organizations across cultures!Õ Ð Michele Joy Gelfand, University of Maryland, US ÔThis book represents the very best of academic as well as field intensive thinking about cultural and global issues in organizations. While many people have focused on cultural and global issues in the past several decades, the field has largely lacked a systematic review and analysis of these issues in specific contexts. What Bhagat, Triandis and McDevitt offer the reader is a wonderfully comprehensive analysis of key issues of culture in organizations. This is absolutely a ÒmustÓ reading for every serious scholar of global organizations.Õ Ð Chris Earley, Purdue University, US ÔThis is an important book dealing with the increasingly important phenomenon of international business ventures and the globalization of management, markets, and careers. Drs. Bhagat, Triandis, and McDevitt have produced a challenging and highly readable book in which they analyze such key concepts as intercultural communication, job satisfaction in culturally diverse workplaces, the additional workplace stressors brought on by international business alliances, the importance of working with others in groups and on teams charged with task completion, and the transfer of technology among people with different but overlapping skill sets and knowledge. This book will find a valued place in the libraries of international managers, graduate students contemplating careers in international business, and trainers who take on the challenge of preparing people for assignments in countries other than their own.Õ Ð Richard Brislin, University of Hawaii, US ÔIssues of cultural variations in the management of global organizations are of great importance in the 21st century. In developing this book, these three authors bring a wealth of academic knowledge, practical insights from their consulting and worldwide travels in presenting us a coherent picture of how the world of work organizations have changed in response to cultural differences and synergies. The 14 chapters cover all of the important aspects of organization behavior and theory including recent topics like global management focused on the creation and transfer of organizational knowledge. This book is a must read for all students interested in understanding the fundamentals of cultural differences and how they affect the management of global organizations.Õ Ð Kwok Leung, City University of Hong Kong, China The globalization of business is a reality that confronts organizations of all sizes from different nations and cultures. This book serves as a comprehensive guide for understanding the nature of cultural variations that affect important aspects of organizational behavior. The authors expertly cover all of the relevant functions that managers are concerned with in the process of managing global organizations. Various research-based theories and findings are discussed to explain the significance of cultural variations in these phenomena. Readers will gain a clear perspective on how cultural variations have the potential to affect organizational functioning and effectiveness across national borders. A mastery of the fundamental concepts and issues covered in this book will enable future managers of multinational and global corporations to become more effective in dealing with people in different countries and enhance organizational effectiveness on an ongoing basis. Scholars and students will also find this book a path-breaking resource for understanding this important topic.







Managing Global Issues


Book Description

Globalization is pushing to the fore a wide variety of global problems that demand urgent policy attention. Managing Global Issues provides a comprehensive comparative assessment of international efforts to manage global problems. It identifies and explains successes and failures of such efforts, examines the roles of different actors, and outlines lessons that may guide future action by governments, international organizations, nongovernmental organizations, and the private sector. The volume's 16 case studies examine organized crime, drugs, corruption, human rights, labor rights, health, trade, financial markets, development assistance, the environment, the global commons, communications, weapons of mass destruction, conventional weapons, internal conflicts, and refugees. Managing Global Issues is the result of an international multidisciplinary research team composed of experts in specific global issue areas. The book's broad scope, numerous case studies and its rigorous comparative analytical framework offers a unique and valuable contribution to the rapidly growing literature on global governance. Contributors include Vinod K. Aggarwal (University of California, Berkeley), Thomas Bernauer (University of Zürich), William Drake (Carnegie Endowment), Octavio Gómez-Dantés (National Institute of Public Health, Mexico), Catherine Gwin (World Bank), Peter M. Haas (University of Massachusetts, Amherst), Christopher C. Joyner (Georgetown University), Brian Langille (University of Toronto), Robert E. Litan (Brookings Institution), Kathleen Newland (Carnegie Endowment), Peter Richardson (Transparency International), Peter H. Sand (Institute of International Law, Munich), Dinah L. Shelton (Notre Dame Law School), Timothy D. Sisk (University of Denver), Joanna Spear (King's College, London), and Phil Williams (University of Pittsburgh).




Global Product


Book Description

Based on interviews with top executives from companies of different sizes and in different industries, this book explains the benefits and challenges of Global Product Development. "Global Product" provides examples from many companies, draws conclusions about best practices, and shows how to manage the innovation, development and support of Global Products. The author is the President of John Stark Associates, a leading service provider in the Product Lifecycle Management (PLM) market, and has published numerous articles and books in the field.