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Paper info: Factors Affecting Key Account Manager Performance


Factors Affecting Key Account Manager Performance


Olavi Uusitalo
Tampere University of Technology
Olavi Uusitalo and Tommi Mahlamäki

Place of Publication

The paper was published at the 25th IMP-conference in Marseille, France in 2009.


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          In Key Account Management (KAM) a company analyses its customer relationships, prioritizes them, and manages them in a coordinated way. Successful KAM relies on the identification of Key Account Manager responsibilities and roles. Individual performance as a Key Account Manager requires a special set of skills. This paper tackles the issue of how to define the performance of a Key Account Manager.         This paper looks into the relevant literature to find common ground regarding Key Account Manager performance, and reports the results of a survey of 180 Finnish Key Account Managers. These Key Account Managers were asked structured and open-ended questions about the factors affecting their work performance. On the basis of the literature and the survey, this paper aims to develop a model of Key Account Manager performance. Conclusions and ideas for future research are discussed.