Research Handbooks in Business and Management series
Edited by Jorma Larimo, Niina Nummela and Tuija Mainela
Chapter 17: Individual acting in customer-focused internal networks
In this chapter multinational corporations (MNCs) are described as consisting of multiple internal networks, and these networks are formed around most important customer relationships. The everyday operating of a supplier MNC takes place in these networks, which are constantly changing as the customer relationships are developing. This research identifies key account managers as central actors in these networks, guiding the development of customer relationships and internal networks. Here, different network activities of key account managers are identified and it is also shown how key account managers can develop customer-focused internal networks.
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