Key customers : delivering value through strategic relationships with key accounts

How do you extract the maximum value from your customers? Sometimes less is more. If a small number of key customers deliver the vast bulk of your profit it pays to concentrate your efforts on them. Even if that means spending less time on all your other customers.

This report sets out a process for identifying key customers, then applying stricter measures of 'key' status to reduce the number of key customers and also identify a very select number of strategic customers. It shows that those suppliers who limit the number of customers with whom they develop strategic relationships, who are prepared to organise their business around the needs of those customers, thrive and prosper.

Meanwhile, the patience of world class customers is running out with old-style, sales driven approaches.