Frontpage  About  admin@impgroup.org
Paper info: DEVELOPING INTERNAL COMMUNICATION FOR MANAGING CUSTOMER RELATIONSHIPS

Title


DEVELOPING INTERNAL COMMUNICATION FOR MANAGING CUSTOMER RELATIONSHIPS

Authors


Anne Jalkala
Lappeenranta University of Technology
Finland
Anne Jalkala , Harri Ryynänen,
Olli Pekkarinen
Lappeenranta University of Technology
Finland
Olli Pekkarinen and
Risto T. Salminen
Lappeenranta University of Technology
Finland
Risto T. Salminen

Place of Publication


The paper was published at the 24th IMP-conference in Uppsala, Sweden in 2008.

Download



Abstract


This paper focuses on examining an industrial supplier's internal communication when interacting with customers. We briefly review the existing literature related to internal communication and discuss its role in interacting with customers. To illustrate the complex nature of internal communication, we present a case of communicating customer-related information in the early phases of a customer relationship in a complex matrix organization company delivering material handling solutions for logistics operators. We end with a framework mapping the communication flows between different units in the supplier and customer organizations and discuss the preliminary implications regarding the identified complex nature of internal communication. In the following phases of the research process we will apply social network analysis to study the communication flows between different organizational actors at both interpersonal and inter-functional levels.