Mobility

Developing Internal Communication For Managing Customer Relationships

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Executive Summary

This paper focuses on examining an industrial supplier's internal communication when interacting with customers. The authors briefly review the existing literature related to internal communication and discuss its role in interacting with customers. To illustrate the complex nature of internal communication, they present a case of communicating customer-related information in the early phases of a customer relationship in a complex matrix organization company delivering material handling solutions for logistics operators. They end with a framework mapping the communication flows between different units in the supplier and customer organizations and discuss the preliminary implications regarding the identified complex nature of internal communication.

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