Skip to main content
Disciplines
Automotive Business IT + Informatics Construction + Real Estate Electrical Engineering + Electronics Energy + Sustainability Insurance + Risk Finance + Banking Management + Leadership Marketing + Sales Mechanical Engineering + Materials
Events
DE
EN
Books
Journals
Topic Page
Marketing
Start single access now
Access for companies
EXTENDED SEARCH
Log in
Top
Published in:
Introduction Read chapter Read first chapter

2020 | OriginalPaper | Chapter

12. Customer-Centricity in the Executive Suite: A Taxonomy of Top-Management Customer Interaction Roles

Authors : Noel Capon, Christoph Senn

Published in: New Leadership in Strategy and Communication

Publisher: Springer International Publishing

Log in

Activate our intelligent search to find suitable subject content or patents.

search-config
loading …

Abstract

The quest for customer-centricity drives top-management relationships with customers in business-to-business (B2B) markets. But the impact of executive engagement varies greatly across supplier-customer relationships. Based on exploratory field research, this paper develops a taxonomy of top-management-customer interaction roles. We also provide suggestions for leveraging senior executives for both supplier and customer benefit.

Dont have a licence yet? Then find out more about our products and how to get one now:

Springer Professional "Wirtschaft+Technik"

Online-Abonnement

Mit Springer Professional "Wirtschaft+Technik" erhalten Sie Zugriff auf:

  • über 102.000 Bücher
  • über 537 Zeitschriften

aus folgenden Fachgebieten:

  • Automobil + Motoren
  • Bauwesen + Immobilien
  • Business IT + Informatik
  • Elektrotechnik + Elektronik
  • Energie + Nachhaltigkeit
  • Finance + Banking
  • Management + Führung
  • Marketing + Vertrieb
  • Maschinenbau + Werkstoffe
  • Versicherung + Risiko

Jetzt Wissensvorsprung sichern!

inform now

Springer Professional "Wirtschaft"

Online-Abonnement

Mit Springer Professional "Wirtschaft" erhalten Sie Zugriff auf:

  • über 67.000 Bücher
  • über 340 Zeitschriften

aus folgenden Fachgebieten:

  • Bauwesen + Immobilien
  • Business IT + Informatik
  • Finance + Banking
  • Management + Führung
  • Marketing + Vertrieb
  • Versicherung + Risiko




Jetzt Wissensvorsprung sichern!

inform now
previous chapter Innovation, Leadership and Communication Intelligence
next chapter A Competency Based Approach to Leadership Development: Growth Mindset in the Workplace
Literature
Bossidy, L., & Charan, R. (2002). Execution: The discipline of getting things done. New York: Crown Business.
Capon, N., & Senn, Ch. (2010). Global customer programs: How to make them really work. California Management Review, 52(2), 32–55.CrossRef
Capon, N., & Wallner, C. (2012). Key account management at Siemens: The executive relationship program. In N. Capon & C. Senn (Eds.), Case studies in managing key, strategic, and global customers. Wessex: Bronxville, NY.
Day, G. S. (2006). Aligning the organization with the market. Sloan Management Review, 48(1), 41–49.MathSciNet
Drucker, P. F. (1954). The practice of management (pp. 37–38). New York: Harper and Row.
Drucker, P. F. (1966). The effective executive. New York: Harper & Row.
Guesalaga, R., & Johnston, W. (2010). What’s next in key account management research? Building the bridge between the academic literature and the practitioners’ priorities. Industrial Marketing Management, 39(7), 1063–1068.CrossRef
Gupta, S., & Lehmann, D. R. (2004). Managing customers as investments. Philadelphia, PA: Wharton.
Homburg, Ch., Workman, J., & Jensen, O. (2000). Fundamental changes in marketing organization: The movement toward a customer-focused organizational structure. Journal of the Academy of Marketing Science, 28(4), 459–478.CrossRef
Homburg, C., Workman, J. P., & Jensen, O. (2002). A configurational perspective on key account management. Journal of Marketing, 66, 38–60.CrossRef
IBM Corporation. (2013). The customer-activated enterprise—Insights from the global c-suite study. NY: Somers.
Jaworski, B., & Kohli, A. K. (1993). Market orientation: Antecedents and consequences. Journal of Marketing, 57(3), 53–70.CrossRef
Kohli, A. K., & Jaworski, B. J. (1990). Market orientation: the construct, research propositions and managerial implications. Journal of Marketing, 54(2), 1–18.CrossRef
Kotter, J. P. (1999). What executive general managers really do. Harvard Business Review, 77, 145–159.
Lafley, A. G. (2009). What only the CEO can do. Harvard Business Review, 87, 54–62.
Mintzberg, H. (1973). The nature of managerial work. New York: Harper & Row.
Narver, J. C., & Slater, S. F. (1995). Market orientation and the learning organization. Journal of Marketing, 59(3), 63–74.CrossRef
Senn, Ch. (2006). The executive growth factor—How Siemens invigorated its customer relationships. Journal of Business Strategy, 27(1), 27–34.CrossRef
Senn, Ch., Thoma, A., & Yip, G. S. (2013). Customer-centric leadership: How to manage strategic customers as assets in B2B markets. California Management Review, 55(3), 27–59.CrossRef
Shi, L. H., Zou, S., White, J. C., McNally, R. C., & Cavusgil, S. T. (2005). Executive insights: Global account management capability: Insights from leading suppliers. Journal of International Marketing, 13(2), 93–113.CrossRef
Workman, J. P., Homburg, C., & Jensen, O. (2003). Intra-organizational determinants of key account management effectiveness. Journal of the Academy of Marketing Science, 31(1), 3–21.CrossRef
Metadata
Title
Customer-Centricity in the Executive Suite: A Taxonomy of Top-Management Customer Interaction Roles
Authors
Noel Capon
Christoph Senn
Copyright Year
2020
Book
New Leadership in Strategy and Communication

Print ISBN: 978-3-030-19680-6

Electronic ISBN: 978-3-030-19681-3

Copyright Year: 2020

DOI
https://doi.org/10.1007/978-3-030-19681-3_12

Premium Partner

    Image Credits