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Managing Strategic Customers (Master Class)

Fall 2009 MBA Course

B9677-012: Managing Strategic Customers (Master Class)

T - Full Term, 02:15PM to 05:30PM
Location: URI 307

Instructor: Noel Capon; Christoph Senn

  • 36 CBS student limit (26 MBA / 10 EMBA)
  • 2nd year MBA students and 3rd term and above EMBA students
  • Attendance of first class is mandatory

The Master Class in strategic account management embraces the process of identifying the firm’s current and future critical customer assets and putting in place management systems designed to increase revenues and profits through enhanced customer loyalty. The purpose of this course is to prepare students for roles in strategic/key and global account management. Students will develop a powerful framework and in depth experience for addressing strategic account issues through a combination of lecture/discussion, case studies, guest speakers, and a term-long project designed to address a current problem with which management is struggling. Participating firms are Marriott, Hitachi, and Schneider Electric.

View video introduction