This paper examines the effect of customer relationship management (CRM) technology investment and key account-related knowledge on suppliers' key account management (KAM) performance. The findings are based on survey data gathered from large Finnish industrial suppliers and subjected to factor...

Purpose – This study aims to examine what the role of key account teams is in the management of international key account customers in terms of customer knowledge processing behaviours of the supplier, esprit de corps of employees and supplier's key account performance....