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“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

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This book examines the striking rise of call centres over the past quarter century through the lens of the resistance and collective organizing generated by workers along the digital assembly lines. Drawing on field research in Atlantic Canada, Ireland, Italy, and New Zealand, Enda Brophy investigates the contested making of the transnational call centre workforce and its integration into the circuits of global capitalism. Moving beyond depictions of call centre labour as either entirely liberated or utterly subordinated, Language Put to Work inquires into the forms of work refusal and insubordination provoked by the spread of these communicative workplaces, including informal strategies of quitting, slacking and sabotage, conventional trade union activity, tactical innovations at the margins of the labour movement, and forms of self-organization forged by workers outside of the established trade union movement. Weaving rich empirical evidence together with politica l-economic analysis and theories of resistance, this book argues that the submission of language to the production of value in the call centre is a process of proletarianization rather than professionalization, and that the new working class has widely opposed this transformation.

Social sciences. --- Social structure. --- Social inequality. --- Economic sociology. --- Industrial sociology. --- Social Sciences. --- Sociology of Work. --- Social Structure, Social Inequality. --- Organizational Studies, Economic Sociology. --- Call centers --- Communication in industrial relations. --- Employees. --- Industrial relations --- Telephone stations --- Sociology --- Industrial organization --- Industries --- Social aspects --- Economic sociology --- Economics --- Socio-economics --- Socioeconomics --- Sociology of economics --- Egalitarianism --- Inequality --- Social equality --- Social inequality --- Political science --- Democracy --- Liberty --- Organization, Social --- Social organization --- Anthropology --- Social institutions --- Equality.

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This volume presents the full proceedings of the 2016 Academy of Marketing Science (AMS) World Marketing Congress held in Paris, France. It contains current research in marketing from academics, scholars, and practitioners from around the world. Focusing on advancing marketing theory and practice, this volume will help marketers to move forward in providing value for companies, consumers, and society. 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, complementing 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.

Business. --- Internet marketing. --- Customer relations --- Leadership. --- Call centers. --- Business and Management. --- Customer Relationship Management. --- Online Marketing/Social Media. --- Business Strategy/Leadership. --- Call Center/Customer Service. --- Management. --- CRM (Customer relationship management) --- Customer relationship management --- Online marketing --- Web marketing --- World Wide Web marketing --- Electronic commerce --- Marketing --- Customer relations-Management. --- Telephone stations --- Ability --- Command of troops --- Followership --- Customer relations—Management. --- Telemarketing. --- Strategic planning. --- Customer services. --- Digital Marketing. --- Business Strategy and Leadership. --- Customer Service and Call Center. --- Customer service --- Service, Customer --- Service (in industry) --- Services, Customer --- Technical service --- Goal setting (Strategic planning) --- Planning, Strategic --- Strategic intent (Strategic planning) --- Strategic management --- Planning --- Business planning --- Electronic marketing --- Telephone marketing --- Direct marketing --- Telematics --- Telephone selling

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This volume includes the full proceedings from the 2016 Academy of Marketing Science (AMS) Annual Conference held in Orlando, Florida, entitled Creating Marketing Magic and Innovative Future Marketing Trends. The marketing environment continues to be dynamic. As a result, researchers need to adapt to the ever-changing scene. Several macro-level factors continue to play influential roles in changing consumer lifestyles and business practices. Key factors among these include the increasing use of technology and automation, while juxtaposed by nostalgia and “back to the roots” marketing trends. At the same time, though, as marketing scholars, we are able to access emerging technology with greater ease, to undertake more rigorous research practices. The papers presented in this volume aim to address these issues by providing the most current research from various areas of marketing research, such as consumer behavior, marketing strategy, marketing theory, services marketing, advertising, branding, and many more. 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, complementing 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.

Social psychology --- Telecommunication services --- Business policy --- Personnel management --- Consumer behavior --- Marketing --- sociale media --- B2B (business-to-business) --- time series analysis --- marketing --- leidinggeven --- strategisch beleid --- telecommunicatie --- CRM (Customer Relationship Management) --- Customer relations—Management. --- Internet marketing. --- Leadership. --- Call centers. --- Customer Relationship Management. --- Online Marketing/Social Media. --- Business Strategy/Leadership. --- Call Center/Customer Service. --- Telephone stations --- Ability --- Command of troops --- Followership --- Online marketing --- Web marketing --- World Wide Web marketing --- Electronic commerce --- Customer relations --- Telemarketing. --- Strategic planning. --- Customer services. --- Digital Marketing. --- Business Strategy and Leadership. --- Customer Service and Call Center. --- Management. --- Customer service --- Service, Customer --- Service (in industry) --- Services, Customer --- Technical service --- Goal setting (Strategic planning) --- Planning, Strategic --- Strategic intent (Strategic planning) --- Strategic management --- Planning --- Business planning --- Electronic marketing --- Telephone marketing --- Direct marketing --- Telematics --- Telephone selling --- CRM (Customer relationship management) --- Customer relationship management