Challenging the organization: the implementation of key account management
Managing market relations includes — besides other aspects — an organizational dimension [Day 2000, p. 29]:335 the supplier’s key processes must be internally integrated and externally aligned with the corresponding processes of the customer. For integrating and aligning processes with their most important customers, companies often implement key account management. However, the implementation of key account management seems to be rather challenging for the company’s organization: new teams for individual customers are set up, resources are re-allocated and responsibilities are redistributed.336
KeywordsTransaction Cost Market Orientation Organizational Design Relationship Marketing Business Relationship
Unable to display preview. Download preview PDF.