HOK, a global provider of design and project delivery services, recognised the potential of account management to improve performance and attract new work from its valued, longstanding clients. At its St Louis, USA, office, key account management was institutionalised and the firm even appointed a manager, with no other responsibilities but to manage its account with its largest client, Nortel Networks. Senior management refined the firm's concept of key account management and created a unique s...
BPIR Categories1.3.3 Review customer relationship approach
1.3.1 Build customer relationships
4.1.1 Identify market segments & target customers
4.2.3 Confirm specific service requirements