Relationship Between Key Account Management Orientation and Firm Performance in Ethio Telecom
No Thumbnail Available
Date
2020-06
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
A.A.U
Abstract
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
Description
A Research submitted in Partial Fulfilment of the Requirements for the Award of
the Degreeof Executive Masters in Business Administration
Keywords
Account management, Ethiotelecom, Firm performance