The Challenge of Global Customer Management
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 fr...
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2000
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sg-smu-ink.lkcsb_research-26222010-09-23T06:24:04Z The Challenge of Global Customer Management MONTGOMERY, David B. Yip, G. S. 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 of major multinational companies. Multinational customers are increasingly demanding global consistency in service quality and performance, global contracts, uniform terms of trade, global pricing, and the like. Multinational suppliers need to respond with appropriate programs. Getting it right helps performance in terms of customer satisfaction, revenues, and profits. 2000-01-01T08:00:00Z text https://ink.library.smu.edu.sg/lkcsb_research/1623 Research Collection Lee Kong Chian School Of Business eng Institutional Knowledge at Singapore Management University Business |
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Singapore Management University |
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SMU Libraries |
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Asia |
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Singapore Singapore |
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InK@SMU |
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English |
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Business |
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Business MONTGOMERY, David B. Yip, G. S. The Challenge of Global Customer Management |
| description |
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 of major multinational companies. Multinational customers are increasingly demanding global consistency in service quality and performance, global contracts, uniform terms of trade, global pricing, and the like. Multinational suppliers need to respond with appropriate programs. Getting it right helps performance in terms of customer satisfaction, revenues, and profits. |
| format |
text |
| author |
MONTGOMERY, David B. Yip, G. S. |
| author_facet |
MONTGOMERY, David B. Yip, G. S. |
| author_sort |
MONTGOMERY, David B. |
| title |
The Challenge of Global Customer Management |
| title_short |
The Challenge of Global Customer Management |
| title_full |
The Challenge of Global Customer Management |
| title_fullStr |
The Challenge of Global Customer Management |
| title_full_unstemmed |
The Challenge of Global Customer Management |
| title_sort |
challenge of global customer management |
| publisher |
Institutional Knowledge at Singapore Management University |
| publishDate |
2000 |
| url |
https://ink.library.smu.edu.sg/lkcsb_research/1623 |
| _version_ |
1770569959540260864 |