Choose an application

• Reference Manager
• EndNote
• RefWorks (Direct export to RefWorks)

“Nuanced Account Management is a ‘how to’ book. Born out of insights gained over two decades in the B2B industry, the book presents a comprehensive and practical approach to delighting customers and driving profitability. Powerful thoughts expressed in a simple and easy to read style.” — Nitin Paranjpe, President, Homecare, Unilever “Nuanced Account Management is a must read for any B2B salesperson. It provides detailed, specific advice on how to become a more customer-centered advisor in the complex world of business to business transactions.” —Bernie Jaworski, The Peter Drucker Chair in Management, Drucker School of Management, Claremont Graduate University, USA “The art of selling and building a partnership with your client is often undervalued. “Nuanced”, as Bala Shankar describes, is a perfect word that continues the process of building a lasting trust with another business with an existing customer, trust based on all the factors he describes in detail, highs and lows you will face. Experience and differentiation are increasingly keys today and I fully recommend this profound and very practical guide.” —Roger Schmid, Global Innovation Advisor, The Natura Group, USA & Brazil This book is a comprehensive practical guide for account managers, sales teams and account leaders operating in the B2B space. It provides knowledge to excel in developing, growing and retaining top accounts in local and global environments. With a nuanced version of ‘account management’ that will potentially be a game changer, the book offers a personnel-and-process based agenda that can create a ‘competitive advantage’ on its own. Bala Shankar is a consultant and has been an adjunct marketing faculty at the Singapore Management University (SMU) for nearly a decade. He has had 25 years of corporate experience in Asia, Europe, and North America in various sales and account management capacities as a regional and global leader. Bala has also been associated with executive development programs and is a contributing writer to The Business Times, Singapore. He received his MBA from the renowned Indian Institute of Management (IIM), Ahmedabad.

Business. --- Marketing. --- Management. --- Call centers. --- Business and Management. --- Call Center/Customer Service. --- Administration --- Industrial relations --- Organization --- Consumer goods --- Domestic marketing --- Retail marketing --- Retail trade --- Industrial management --- Aftermarkets --- Selling --- Trade --- Economics --- Management --- Commerce --- Marketing --- Telephone stations

Choose an application

• Reference Manager
• EndNote
• RefWorks (Direct export to RefWorks)

Smiling Down the Line theorizes call centre work as info-service employment and looks at the effects of ever-changing technologies on service work, its associated skills, and the ways in which it is managed.

Call centers --- Call center agents --- Call center customer service agents --- Call center operators --- Call center representatives --- Customer service agents, Call center --- Operators, Call center --- Representatives, Call center --- Employees --- Management. --- Employment. --- Social conditions. --- Employment --- Social conditions --- Management

Choose an application

• Reference Manager
• EndNote
• RefWorks (Direct export to RefWorks)

Founded in 1971, the Academy of Marketing Science is an international organization dedicated to promoting timely explorations of phenomena related to the science of marketing in theory, research, and practice. Among its services to members and the community at large, the Academy offers conferences, congresses and symposia that attract delegates from around the world. Presentations from these events are published in this Proceedings series, which offers a comprehensive archive of volumes reflecting the evolution of the field. Volumes deliver cutting-edge research and insights, complimenting the Academy’s flagship journals, the Journal of the Academy of Marketing Science (JAMS) and AMS Review. Volumes are edited by leading scholars and practitioners across a wide range of subject areas in marketing science. This volume includes the full proceedings from the 2011 Academy of Marketing Science (AMS) Annual Conference held in Coral Gables, Florida, entitled The Sustainable Global Marketplace.

Economics/Management Science. --- Marketing. --- Business Strategy/Leadership. --- Sales/Distribution/Call Center/Customer Service. --- Economics. --- Economie politique --- Marketing --- Commerce --- Business & Economics --- Marketing & Sales --- Economic theory --- Political economy --- Consumer goods --- Domestic marketing --- Retail marketing --- Retail trade --- Business. --- Leadership. --- Sales management. --- Business and Management. --- Sales/Distribution. --- Social sciences --- Economic man --- Industrial management --- Aftermarkets --- Selling --- Management, Sales --- Ability --- Command of troops --- Followership

Choose an application

• Reference Manager
• EndNote
• RefWorks (Direct export to RefWorks)

Founded in 1971, the Academy of Marketing Science is an international organization dedicated to promoting timely explorations of phenomena related to the science of marketing in theory, research, and practice. Among its services to members and the community at large, the Academy offers conferences, congresses and symposia that attract delegates from around the world. Presentations from these events are published in this Proceedings series, which offers a comprehensive archive of volumes reflecting the evolution of the field. Volumes deliver cutting-edge research and insights, complimenting the Academy’s flagship journals, the Journal of the Academy of Marketing Science (JAMS) and AMS Review. Volumes are edited by leading scholars and practitioners across a wide range of subject areas in marketing science. This volume includes the full proceedings from the 1980 Academy of Marketing Science (AMS) Annual Conference held in Dallas, Texas, entitled Marketing Horizons: A 1980's Perspective. .

Economics/Management Science. --- Marketing. --- Business Strategy/Leadership. --- Sales/Distribution/Call Center/Customer Service. --- Economics. --- Economie politique --- Marketing --- Commerce --- Business & Economics --- Marketing & Sales --- Business. --- Leadership. --- Sales management. --- Business and Management. --- Sales/Distribution. --- Management, Sales --- Industrial management --- Selling --- Ability --- Command of troops --- Followership --- Consumer goods --- Domestic marketing --- Retail marketing --- Retail trade --- Aftermarkets

Choose an application

• Reference Manager
• EndNote
• RefWorks (Direct export to RefWorks)

Founded in 1971, the Academy of Marketing Science is an international organization dedicated to promoting timely explorations of phenomena related to the science of marketing in theory, research, and practice. Among its services to members and the community at large, the Academy offers conferences, congresses and symposia that attract delegates from around the world. Presentations from these events are published in this Proceedings series, which offers a comprehensive archive of volumes reflecting the evolution of the field. Volumes deliver cutting-edge research and insights, complimenting the Academy’s flagship journals, the Journal of the Academy of Marketing Science (JAMS) and AMS Review. Volumes are edited by leading scholars and practitioners across a wide range of subject areas in marketing science. This volume includes the full proceedings from the 2006 Academy of Marketing Science (AMS) Annual Conference held in San Antonio, Texas, entitled Revolution in Marketing: Market Driving Changes.

Economics/Management Science. --- Marketing. --- Business Strategy/Leadership. --- Sales/Distribution/Call Center/Customer Service. --- Economics. --- Economie politique --- Marketing --- Commerce --- Business & Economics --- Marketing & Sales --- Management. --- Data processing. --- Management --- Marketing management --- Business. --- Leadership. --- Sales management. --- Business and Management. --- Sales/Distribution. --- Business logistics --- Management, Sales --- Industrial management --- Selling --- Ability --- Command of troops --- Followership --- Consumer goods --- Domestic marketing --- Retail marketing --- Retail trade --- Aftermarkets