The global account manager as political entrepreneur

Relational selling strategy and key account managers' relational behaviors: An exploratory study

“…In short, sales managers should clearly define and manage the role of the key account manager as an internal facilitator bringing solutions both externally (to the key customers) and internally (to everyone who needs information about the customer and can contribute to the value creating process for the key account) (Pardo, 1999;Wilson & Millman, 2003).…”

“…Unfortunately, frequently this is not the case, because these boundary-spanners may lack the skills, competences and attitudes required to successfully create and sustain enduring relationships with customers (Sharma, 2001;Wilson & Millman, 2003).…”

“…First, most of the research on key account management focused on strategic or organizational aspects, while the topic of the role played by the individual key account managers' behaviors in implementing it has been almost completely overlooked except for very few partial works (Ulaga & Sharma, 2001;Walter, 1999;Wilson & Millman, 2003). In fact, although many studies have been run on relationship selling (e.g.…”

Managing customer relationships: Account manager turnover and effective account management

“…Much of the current research on account management focuses on global account management (Wilson & Millman, 2003). Recent research on the role of global account managers shows that they occupy boundary-spanning positions between headquarters account management personnel and local account management personnel as well as between the selling company and the dispersed activities that the selling company engages in.…”

Dealing with Market Dynamism

“…Most of the existing literature centers on several issues, including the drivers and performance implications of GaM strategies (e.g., Montgomery and Yip 2000;shi et al 2010), the selection of global account customers (e.g., arnold et al 2001a; toulan et al 2002) , the design and implementation of global account programs (e.g., Birkinshaw et al 2001;harvey et al 2003;homburg et al 2002;Yip and Bink 2007), and the role of global account managers (Wilson and Millman 2003). While such research offers interesting insights for multinationals to better manage their global accounts, several issues remain to be resolved.…”