{"id":"https://openalex.org/W641629162","doi":null,"title":"The Handbook of Key Customer Relationship Management: The Definitive Guide to Winning, Managing and Developing Key Account Business","display_name":"The Handbook of Key Customer Relationship Management: The Definitive Guide to Winning, Managing and Developing Key Account Business","publication_year":2000,"publication_date":"2000-12-01","ids":{"openalex":"https://openalex.org/W641629162","mag":"641629162"},"language":"en","primary_location":{"id":"pmh:oai:aleph.bib-bvb.de:BVB01-009334434","doi":null,"is_oa":false,"landing_page_url":"http://bvbr.bib-bvb.de:8991/F?func=service&amp;doc_library=BVB01&amp;local_base=BVB01&amp;doc_number=009334434&amp;sequence=000002&amp;line_number=0001&amp;func_code=DB_RECORDS&amp;service_type=MEDIA","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"text"},"volume":null,"type":"article","is_traditional":true,"indexed_in":[],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5113449206","display_name":"Ken Burnett","orcid":null,"observed_orcids":[]},"institutions":[],"countries":[],"is_corresponding":true,"raw_author_name":"Ken Burnett","raw_affiliation_strings":[],"raw_orcid":null,"affiliations":[]}],"institutions":[],"countries_distinct_count":0,"institutions_distinct_count":0,"corresponding_author_ids":["https://openalex.org/A5113449206"],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":0.9194,"has_fulltext":false,"cited_by_count":25,"citation_normalized_percentile":{"value":0.84582019,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":{"min":88,"max":97},"biblio":{"volume":null,"issue":null,"first_page":null,"last_page":null},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9110999703407288,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.9110999703407288,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10910","display_name":"Corporate Governance and Management","score":0.042399998754262924,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T12384","display_name":"Customer churn and segmentation","score":0.039000000804662704,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/key-account-management","display_name":"key account management","score":0.843999981880188},{"id":"https://openalex.org/keywords/key-accounts","display_name":"key accounts","score":0.6679999828338623},{"id":"https://openalex.org/keywords/customer-relationship-management","display_name":"customer relationship management","score":0.7319999933242798},{"id":"https://openalex.org/keywords/customer-identification","display_name":"customer identification","score":0.36000001430511475},{"id":"https://openalex.org/keywords/revenue-concentration","display_name":"revenue concentration","score":0.5839999914169312},{"id":"https://openalex.org/keywords/competitive-advantage","display_name":"competitive advantage","score":0.8980000019073486},{"id":"https://openalex.org/keywords/business-development","display_name":"business development","score":0.4950000047683716}],"concepts":[{"id":"https://openalex.org/C26517878","wikidata":"https://www.wikidata.org/wiki/Q228039","display_name":"Key (lock)","level":2,"score":0.7976956367492676},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.5763733983039856},{"id":"https://openalex.org/C91306197","wikidata":"https://www.wikidata.org/wiki/Q45767","display_name":"Competition (biology)","level":2,"score":0.5762141346931458},{"id":"https://openalex.org/C2777673361","wikidata":"https://www.wikidata.org/wiki/Q5281228","display_name":"Disadvantage","level":2,"score":0.5743308663368225},{"id":"https://openalex.org/C70388272","wikidata":"https://www.wikidata.org/wiki/Q5968558","display_name":"IBM","level":2,"score":0.5578883290290833},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.5310587882995605},{"id":"https://openalex.org/C58546491","wikidata":"https://www.wikidata.org/wiki/Q1150207","display_name":"Competitive advantage","level":2,"score":0.48171311616897583},{"id":"https://openalex.org/C195487862","wikidata":"https://www.wikidata.org/wiki/Q850210","display_name":"Revenue","level":2,"score":0.47481951117515564},{"id":"https://openalex.org/C2777617010","wikidata":"https://www.wikidata.org/wiki/Q18957","display_name":"Mainstream","level":2,"score":0.42175763845443726},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.42040324211120605},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.3828160762786865},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.20788416266441345},{"id":"https://openalex.org/C38652104","wikidata":"https://www.wikidata.org/wiki/Q3510521","display_name":"Computer security","level":1,"score":0.06771478056907654},{"id":"https://openalex.org/C86803240","wikidata":"https://www.wikidata.org/wiki/Q420","display_name":"Biology","level":0,"score":0.0},{"id":"https://openalex.org/C138885662","wikidata":"https://www.wikidata.org/wiki/Q5891","display_name":"Philosophy","level":0,"score":0.0},{"id":"https://openalex.org/C171250308","wikidata":"https://www.wikidata.org/wiki/Q11468","display_name":"Nanotechnology","level":1,"score":0.0},{"id":"https://openalex.org/C154945302","wikidata":"https://www.wikidata.org/wiki/Q11660","display_name":"Artificial intelligence","level":1,"score":0.0},{"id":"https://openalex.org/C121955636","wikidata":"https://www.wikidata.org/wiki/Q4116214","display_name":"Accounting","level":1,"score":0.0},{"id":"https://openalex.org/C18903297","wikidata":"https://www.wikidata.org/wiki/Q7150","display_name":"Ecology","level":1,"score":0.0},{"id":"https://openalex.org/C192562407","wikidata":"https://www.wikidata.org/wiki/Q228736","display_name":"Materials science","level":0,"score":0.0},{"id":"https://openalex.org/C27206212","wikidata":"https://www.wikidata.org/wiki/Q34178","display_name":"Theology","level":1,"score":0.0}],"mesh":[],"locations_count":2,"locations":[{"id":"pmh:oai:aleph.bib-bvb.de:BVB01-009334434","doi":null,"is_oa":false,"landing_page_url":"http://bvbr.bib-bvb.de:8991/F?func=service&amp;doc_library=BVB01&amp;local_base=BVB01&amp;doc_number=009334434&amp;sequence=000002&amp;line_number=0001&amp;func_code=DB_RECORDS&amp;service_type=MEDIA","pdf_url":null,"source":null,"license":null,"license_id":null,"version":"submittedVersion","is_accepted":false,"is_published":false,"raw_source_name":"","raw_type":"text"},{"id":"mag:641629162","doi":null,"is_oa":false,"landing_page_url":"http://ci.nii.ac.jp/ncid/BA63871728","pdf_url":null,"source":null,"license":null,"license_id":null,"version":null,"is_accepted":false,"is_published":false,"raw_source_name":null,"raw_type":null}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":0,"referenced_works":[],"related_works":["https://openalex.org/W115132339","https://openalex.org/W2077414930","https://openalex.org/W2229873224","https://openalex.org/W4256374541","https://openalex.org/W7218169599","https://openalex.org/W7217821451","https://openalex.org/W2890719882","https://openalex.org/W587946318","https://openalex.org/W598519645","https://openalex.org/W3113198454"],"abstract_inverted_index":{"20%":[0],"of":[1,6,13,22,62,77,82],"your":[2,7,35,51,89,92],"customers":[3,37,73],"create":[4],"80%":[5],"business":[8,52],"revenue,":[9],"but":[10],"still":[11],"40%":[12],"suppliers":[14],"cannot":[15],"identify":[16],"their":[17],"key":[18,36],"customers.":[19,93],"The":[20],"handbook":[21],"KCRM":[23],"(Key":[24],"Customer":[25],"Relationship":[26],"Management)":[27],"is":[28],"the":[29,60,85],"definitive":[30],"guide":[31],"to":[32,45,49],"winning,":[33],"managing":[34],"and":[38],"provides":[39],"you":[40,43],"with":[41,80],"all":[42],"need":[44],"know":[46],"about":[47],"how":[48],"develop":[50],"for":[53],"them.":[54],"Enterprises":[55],"that":[56],"are":[57],"not":[58],"in":[59],"mainstream":[61],"technology":[63,79],"will":[64,74],"find":[65],"themselves":[66],"at":[67],"a":[68],"distinct":[69],"competitive":[70,86],"disadvantage":[71],"as":[72],"equate":[75],"lack":[76,81],"tailored":[78],"concern.":[83],"Get":[84],"advantage,":[87],"before":[88],"competition":[90],"gets":[91],"Including":[94],"examples":[95],"on:":[96],"Procter":[97],"&":[98,101,105],"Gamble":[99],"Marks":[100],"Spencers":[102],"Ford":[103],"Hawlett":[104],"Packard":[106],"IBM":[107]},"counts_by_year":[{"year":2024,"cited_by_count":2},{"year":2021,"cited_by_count":3},{"year":2018,"cited_by_count":1},{"year":2015,"cited_by_count":2},{"year":2014,"cited_by_count":2},{"year":2013,"cited_by_count":3},{"year":2012,"cited_by_count":3}],"updated_date":"2026-11-04T10:54:05.112534","created_date":"2016-06-24T00:00:00"}
