A Study On Key Account Management(KAM) For Flextronics

With the constant development of economic globalization, the market competition is increasingly fierce. The electronic manufacturing industry(EMS) occupies the important position in the national economy. China becomes the world's manufacturing plants and one of the places of the foreign investment. The multinational provider of the electronics manufacturing service(EMS) constantly expands their business scope with its strong management ability. However, the enterprise pays more and more attention to the reform of the internal manufacturing system to achieve win-win with customers and promote the rapid development of electronic industry in the fierce competition. With the rapid development of the information technology, the enterprise takes the concept of Customer First as a business philosophy and strive to extend the theory and practice of the key account management(KAM) to the whole process of business activities. Whatever type of the enterprise including the emerging enterprises and the traditional manufacturing enterprises need to be along with the market development trend to improve the production efficiency and the management ability through new information technology.This thesis performs the study on the implementation of key account management(KAM) based on the theory of the key account management(KAM) and the research results about the domestic and the oversea enterprise and combining with China's electronic manufacturing industry(EMS). The thesis analyzes the root cause and finds out the solutions about key account management(KAM)- customer satisfaction and customer loyalty issue with the examples of Flextronics. The target of the solutions is to find the methods and countermeasures to improve customer satisfaction and enhance the customer loyalty. For example, the enterprise can timely grasp the customer information, analyze customer needs and provide the differentiated services for the different customers. The enterprise need to provide the reasonable price and the excellent quality by the change of the concept, the reconstruction of the organization process, the business process and the information system. The good customer services can maintain the existing customers and win the new customers. It can improve the enterprise image to attract new customers and promote the customer loyalty to strengthen the management of the key customers. Finally, the thesis briefly proposes the implementation plan of key account management(KAM) to maintain the high customer satisfaction and the customer loyalty. It has the certain theoretical and practical significance for the enterprises to improve their ability of the business activities of the enterprises and expand the international market.