Preface.

(RE)THINK CHANNELS.

The Channel Advantage: From Products to Customer Relationships.

Channel Management: A Framework for Revolution.

THE CHANNEL MANAGEMENT PROCESS.

Step One: Understand Customer Needs.

Step Two: Develop New Channel Concepts.

Step Three: Pilot Test.

Step Four: Rapid Roll-Out.

Step Five: Study the Results and Adapt Your Channel.

CHANNEL CHALLENGES.

Managing Channel Conflict.

Maximizing Channel Economics.

The One-to-One Advantage.