Dissertation Open access. Ebba Laurin Show author details. Stockholm of School of Economics. View Share Export. Abstract Key Account Management is the way a firm handles its largest and most important customers. Significant resources are dedicated to accomplish both short-term sales objectives and strategic long-term goals. KAM is increasingly strategic, not least because the sales and selling activities are becoming digitalized and automatized. A particularly important dimension of KAM concerns how the firm develops long-term customer relationships.
However, the truly strategic part of KAM is about innovation, and this dissertation explains how business model innovation emerges in key customer relationships. This dissertation presents in-depth case studies in the fields of military training, editorial outsourcing, and large events.
The dissertation introduces the Customer Engagement Model as a result of the research. The model assists in analyzing three KAM processes in which people are central. Files and links 3. Open Access. Details Title Box paradox : how key account management contributes to Business model innovation.
Publisher Stockholm of School of Economics; Stockholm. Number of pages Identifiers ; Academic Unit Department of Marketing and Strategy. Language English.
Resource Type Dissertation. SSE Homepage.
