The capabilities for implementing key account management: a systematic review

Abstract

Purpose – To identify the capabilities that facilitate KAM Implementation

Design/methodology/approach –A systematic review of 90 studies published from 1990 through to 2021 is conducted. A descriptive analysis and a thematic synthesis are presented.

Findings – The paper draws a distinction between KAM formulation and implementation. A framework is developed that classifies the resources and capabilities as tangible and intangible resources, operational, relational, and dynamic capabilities.

Originality/value –This study refines previous classifications of tangible and intangible KAM resources and identifies relational capabilities as uniquely related to KAM implementation.