Insight into KAM culture and authority

Sarah Petrelli’s Masters thesis (USI, Lugano) explores some of the less well-defined areas of KAM, which are, nevertheless, critical to key account managers’ success. This report on 20 interviews with working key account managers finds revealing differences in culture and levels of authority given to kams between organisations, according to the maturity of the KAM programme. This is not surprising – but the comments and findings on key internal and external issues that characterise different positions and how they developed can be valuable in determining how to get from where you are to where you want to be. (Thanks to participating AKAM members.)


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