Identifying the drivers of relationship quality, satisfaction and customer loyalty has been the subject of much marketing research for over twenty years. However, there are a number of gaps in the literature, especially in understanding the nature of the drivers of customer loyalty over time. We...

This paper examines the strategic drivers of effective key account management (KAM) and their integration into the relationship lifecycle. Previous KAM initiatives have tended to be focused on the sellers’ perspective, resulting in bias, resistance and subsequent failure of many KAM systems....