Key Account Management in

Abstract

Corporate banks in South Africa are undergoing a process of change in terms of how they manage their customer base. This is being driven by increasing competition, consolidation in the industry, increasingly onerous regulations, pressure on margins and increasingly sophisticated customers demanding more advanced products and better service. The purpose of this study was to establish current perceptions of corporate banking services and whether the current client relationship model is appropriate for corporate financial services in South Africa. A Key Account Management model for servicing key clients in South Africa was also developed and tested since existing models were found to be inappropriate