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Published by:
Institute for Management Development (IMD) (2007)
Version:
27.07.2007
Length:
8 pages
Data source:
Field research

Abstract

This is part of a case series. This case series explores the issues faced by the key account manager appointed to handle one of the company's major accounts, but one that is just about to walk out the door. The cases demonstrate efforts to turn the situation around, including improved knowledge of the client's business and industry, cross-company team building, and a governance process for continual improvement.

Topics

Key account management; Intrapreneurship; Client relationship management; Customer satisfaction; Cross-company team building; Engineering; General management

Setting

The events covered by this item took place in 2005-2006.

Geographical setting

Countries:
Switzerland; Germany; United States

Featured company

Company name:
Asea Brown Boveri
Turnover:
USD 20.7 billion

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