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Processual issues in key account management: underpinning the customer‐facing organisation

Tony Millman (Professor of International Business and Marketing, University of Buckingham School of Business, Buckingham, UK)
Kevin Wilson (Senior Lecturer in Marketing, Southampton Business School, Southampton, UK)

Journal of Business & Industrial Marketing

ISSN: 0885-8624

Article publication date: 1 October 1999

2925

Abstract

Addresses the question of how to make key account management processes in industrial and business‐to‐business markets more customer focused. Considers the processual issues emerging from recent empirical research and looks at a range of factors: cultural; organisational; and attitudinal; which have been found to affect the benefits gained from attempting to implement KAM processes. Points are drawn from a number of different sources, such as: formal research projects, studying particular buyer/seller dyads, broader industry surveys, and from observations made during KAM workshops and consultancy projects. They are presented as a guide to those issues that will be the major focus of future research.

Keywords

Citation

Millman, T. and Wilson, K. (1999), "Processual issues in key account management: underpinning the customer‐facing organisation", Journal of Business & Industrial Marketing, Vol. 14 No. 4, pp. 328-344. https://doi.org/10.1108/08858629910279916

Publisher

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MCB UP Ltd

Copyright © 1999, MCB UP Limited

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