Successful account management in an aftersales service organisation in manufacturing business : Case company X

Abstract

The purpose of this thesis paper was to examine the future requirements, skills, and competences of account managers in aftersales service organisation in the manufacturing business. The study was commissioned by Case company X.

The information was gathered from literature and by interviewing persons from Case company X with experience in account management.

The results of the study show that niche technical knowledge is not a necessity when managing accounts in an aftersales service organisation in the manufacturing business, whereas a person’s qualities such as curiosity, adaptiveness, willingness to learn, and self-reflection surfaced as more necessary. Additionally, to further improve account management, the value of account management was researched.