Customer Value Of It Companies And Key Customer Management Research

The importance of customer relationship management (CRM) is turning more and more prominent in today's ardent market and cruel competition press. How to advance the capacity on predominate and management the customer resource (especially the key account) become the sticking point of improvement the company's competition. Therefore, company pay regard to customer relationship management and key account management (KAM) more and more, also increase the investment in this area continuously. It's bringing the huge market demand on CRM projects, around 18% market increase per year. But following problems are CRM projects which got large investment were attested to unsuccessful, miss ratio is quite high 60%-70%, many IT companies have to face a good many problems on key account management, they invest on CRM & KAM, but didn't receive expectant return.Base on these, the article started with customer value, the core part of CRM, expatiate on the key account character and essence from customer value point of view in IT industry, advanced the material method how to identify the key account. The method solved the management difficulty for the IT company who are impercipient and undistinguishable on KAM. And then, study farther on the KAM, propose the essential of KAM, demonstrated it with case study on IT industry, customer value connotation and academicknowledge on customer value model, Settled the miscarriage in KAM for IT industry.Now, many people and companies are discussing the KAM, they have different understand about it, but most of discussion is sticked on how to operate and implement KAM, only few of them studied through essence, so this status conduced to obfuscation and miscarriage of the management of key account in many companies. I hope that this article could explore the cruces and the approaches in KAM of IT companies.