KEY ACCOUNT MANAGEMENT PRACTICE: THE CASE OF ETHIOPIAN SHIPPING AND LOGISTICS SERVICES ENTERPRISE

Abstract

The study mainly aimed at addressing the of key account management practice of Ethiopian Shipping and Logistics Service Enterprise (ESLSE). .A conceptual model of factors that affect KAM effectiveness was developed. The study used mixed research approaches (qualitative and quantitative) and descriptive research design .Descriptive statistics (percentage, frequency, mean) were used to analyze the data .To evaluates the company’s KAM practices, open ended questionnaire and interview were used. ESLSE has been practiced KAM in which the key account managers and staffs give much emphasis on sustainable long-term relationship with key accounts. The criteria used to label customers as ’key account’ is based on key accounts contribution to the national interest of the country and generating revenue to the enterprise. However in some circumstances any customer who is given a nomination by government as key economic operator is entitled to get special services. The scope of the study is limited to Ethiopian Shipping and Logistics Services Enterprise, a single multimodal operator in Ethiopia; however the findings can also have practical use in other industries. The study contributes to the improvement of KAM implementation in ESLSE.