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The Challenge of Global Customer Management

Author

Listed:
  • Yip, George S.

    (U of Camgridge)

  • Montgomery, David B.

    (Stanford U)

Abstract

Global Account Management is a new process by which multinational companies can better manage their relationships with global customers. This article provides a framework and methodology that managers can use to diagnose whether and how to use global account management. We also report on evidence from a study of 191 senior executives on major multinational companies.

Suggested Citation

  • Yip, George S. & Montgomery, David B., 2000. "The Challenge of Global Customer Management," Research Papers 1619, Stanford University, Graduate School of Business.
    • Handle: RePEc:ecl:stabus:1619
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    File URL: http://gsbapps.stanford.edu/researchpapers/library/rp1619.pdf
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    Cited by:

    1. Hui Shi, Linda & Zou, Shaoming & Cavusgil, S. Tamer, 2004. "A conceptual framework of global account management capabilities and firm performance," International Business Review, Elsevier, vol. 13(5), pages 539-553, October.
    2. Fang Wu & Linda H. Shi, 2011. "Dealing with Market Dynamism," Management International Review, Springer, vol. 51(5), pages 635-663, October.
    3. Gounaris, Spiros & Tzempelikos, Nektarios, 2012. "Conceptualization and measurement of key account management orientation," jbm - Journal of Business Market Management, Free University Berlin, Marketing Department, vol. 5(3), pages 173-194.
    4. Birkinshaw, Julian & Braunerhjelm, Pontus & Holm, Ulf & Terjesen, Siri, 2006. "Why Do Some Multinational Corporations Relocate Their Headquarters Overseas?," Working Paper Series in Economics and Institutions of Innovation 54, Royal Institute of Technology, CESIS - Centre of Excellence for Science and Innovation Studies.

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