Saturday, January 28th, 2017

KAM in professional service firms: challenges and answers

Surprisingly little research has been conducted to uncover the major challenges for KAM implementation in professional service firms. Here, the authors discuss how to identify and address them. Professional Service Firms (PSF) provide specialised advice to their customers, and are characterised by knowledge intensity, low capital intensity (in fixed assets), and a professionalised workforce, which makes them distinct from companies…