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Key account management in business-to-business expert organisations: an exploratory study on the implementation process

Research output: Contribution to Journal/Magazine › Journal article › peer-review

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Key account management in business-to-business expert organisations: an exploratory study on the implementation process. / Natti, Satu; Palo, Teea.
In: Service Industries Journal, Vol. 32, No. 11, 2012, p. 1837-1852.

Research output: Contribution to Journal/Magazine › Journal article › peer-review

Harvard

Natti, S & Palo, T 2012, 'Key account management in business-to-business expert organisations: an exploratory study on the implementation process', Service Industries Journal, vol. 32, no. 11, pp. 1837-1852. https://doi.org/10.1080/02642069.2011.552975

APA

Natti, S., & Palo, T. (2012). Key account management in business-to-business expert organisations: an exploratory study on the implementation process. Service Industries Journal, 32(11), 1837-1852. https://doi.org/10.1080/02642069.2011.552975

Vancouver

Natti S, Palo T. Key account management in business-to-business expert organisations: an exploratory study on the implementation process. Service Industries Journal. 2012;32(11):1837-1852. Epub 2011 Feb 22. doi: 10.1080/02642069.2011.552975

Author

Natti, Satu ; Palo, Teea. / Key account management in business-to-business expert organisations : an exploratory study on the implementation process. In: Service Industries Journal. 2012 ; Vol. 32, No. 11. pp. 1837-1852.

Bibtex

@article{bebce33d932d475aa9f958f82e228c11,
title = "Key account management in business-to-business expert organisations: an exploratory study on the implementation process",
abstract = "Building long-term and close customer relationships is an ever-salient function in business-to-business organisations and, especially, in expert organisations where high levels of trust and close customer interaction are needed in the production of the services. A key account management (KAM) system, an organised way for managing key customers, can be a useful tool for this purpose. However, there are many factors to consider when implementing such a system in this context. The aim of this article is to describe the specific and challenging characteristics of KAM implementation in expert organisations. In particular, this article aims to describe the kinds of organisational capabilities required for KAM system implementation and what kind of KAM organisation is appropriate to dovetail with particular organisational characteristics. This study is based on a qualitative single-case study in an expert organisation constructing its KAM practices for the first time.",
keywords = "B2B customer relationships, key account management, expert services",
author = "Satu Natti and Teea Palo",
year = "2012",
doi = "10.1080/02642069.2011.552975",
language = "English",
volume = "32",
pages = "1837--1852",
journal = "Service Industries Journal",
issn = "0264-2069",
publisher = "Frank Cass Publishers",
number = "11",

}

RIS

TY - JOUR

T1 - Key account management in business-to-business expert organisations

T2 - an exploratory study on the implementation process

AU - Natti, Satu

AU - Palo, Teea

PY - 2012

Y1 - 2012

N2 - Building long-term and close customer relationships is an ever-salient function in business-to-business organisations and, especially, in expert organisations where high levels of trust and close customer interaction are needed in the production of the services. A key account management (KAM) system, an organised way for managing key customers, can be a useful tool for this purpose. However, there are many factors to consider when implementing such a system in this context. The aim of this article is to describe the specific and challenging characteristics of KAM implementation in expert organisations. In particular, this article aims to describe the kinds of organisational capabilities required for KAM system implementation and what kind of KAM organisation is appropriate to dovetail with particular organisational characteristics. This study is based on a qualitative single-case study in an expert organisation constructing its KAM practices for the first time.

AB - Building long-term and close customer relationships is an ever-salient function in business-to-business organisations and, especially, in expert organisations where high levels of trust and close customer interaction are needed in the production of the services. A key account management (KAM) system, an organised way for managing key customers, can be a useful tool for this purpose. However, there are many factors to consider when implementing such a system in this context. The aim of this article is to describe the specific and challenging characteristics of KAM implementation in expert organisations. In particular, this article aims to describe the kinds of organisational capabilities required for KAM system implementation and what kind of KAM organisation is appropriate to dovetail with particular organisational characteristics. This study is based on a qualitative single-case study in an expert organisation constructing its KAM practices for the first time.

KW - B2B customer relationships

KW - key account management

KW - expert services

U2 - 10.1080/02642069.2011.552975

DO - 10.1080/02642069.2011.552975

M3 - Journal article

VL - 32

SP - 1837

EP - 1852

JO - Service Industries Journal

JF - Service Industries Journal

SN - 0264-2069

IS - 11

ER -