Management

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Relationship Between Key Account Management Orientation and Firm Performance in Ethio Telecom
(A.A.U, 2020-06) Wondimagegn, Temessa; Yitbarek, Takele (Asst. Prof.)
Key Account Management (KAM) is asystematic approach to managing and growing a named set of an organization's most important customers to maximize firm value.Little research has been done onKAM and firm performance nexus in general and in Ethiopia in particular. The perception of both key account customers and Ethiotelecom management members established the study setting. The research aimed to empirically examine the effect of Relationship between Key Account Management Orentation and Firm Performance ofethiotelecom. Data was collected from all the 116 key account customers and 109 ethio telecom management members. The study used both descriptive and inferential statistics to analyze study results. Theindependent variablesexplained the dependent variable by 78.4%, and 65.8 % per the perception of key account customers and Management members, respectively. The findingssignposttop mamagment involvement, customer-centericity, inter -functional coordination, top management commitmentinfluence KAM performanceunder key account customers model one and ability to customize, inter functional coordination and customer centricityinfluence KAM performance under management members model two. The study concludes key account management affects the performance of ethio telecom