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1、IndustrialMarketingManagement36(2007)241–248Managingcustomerrelationships:AccountmanagerturnoverandeffectiveaccountmanagementJudithJ.Madilla,*,GeorgeH.HainesJr.a,1,AllanL.Ridingb,2aEricSprottSchoolofBusiness,1125ColonelByDrive,Ottawa,ON,Canada,K1S5B6bSc
2、hoolofManagement,UniversityofOttawa,Ottawa,ON,Canada,K1N6N5Received11March2004;receivedinrevisedform25February2005;accepted10May2005Availableonline2November2005AbstractManagingrelationshipswithcustomersandclientsisacriticaltaskforindustrialsalesorganiza
3、tions.Thispaperreportsonresearchthatfocusesonimprovingclientrelationshipsthrougheffectivehandlingofaccountmanagerturnoverandimprovedaccountmanagement.Eveninsituationswhereaccountmanagerturnoverishigh,therelationshipbetweenthecompanyandtheSMEclientdoesno
4、tsufferiftheaccountmanagementturnoverprocessiswellmanaged.Whenaccountmanagerturnoverisnotwellmanaged,customersatisfactionsuffers.Theresearchalsoidentifieselevenspecificmanagementactivitiesthatarehighlyrelatedtosuppliersatisfactionwithboththeaccountmanag
5、erandthesupplierfinancialinstitution.D2005ElsevierInc.Allrightsreserved.Keywords:Clientrelationships;Turnover;SMEs;Customersatisfaction;Accountmanagement1.Introductionofreasons,turnoverinsalesstaffhastypicallybeenhigherthanmanyotheremployeegroups.’’(Mat
6、hews&Redman,2001,Managingrelationshipswithcustomersandclientsisapage541).Themainpurposeofthispaperistoreportoncriticaltaskforindustrialsalesorganizations.Accountman-researchthatfocusesonimprovingclientrelationshipsthroughagers(includingglobalaccountmana
7、gers,keyaccounteffectiveadministrationofaccountmanagement.managersaswellassalesrepresentatives)arechargedwithSpecifically,theresearchfocuseson:managingtheserelationshipsonbehalfofthefirmsthatemploythem.Inspiteoftheimportanceofthemanagementof1.Howaccount
8、managerturnoverisrelatedtothesatisfactioncustomerrelationshipsasanintegralfacetofindustrialfirms’ofcustomersandclientswiththeirsuppliercompanies,relationshipmarketingefforts,littleresearchhasfocusedon2.Exploringhowspecifictasksth
