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Management of "Key" Customers

Student: Dovgal Alesia

Supervisor: Dmitry A. Kuzin

Faculty: Faculty of Management (Nizhny Novgorod)

Educational Programme: Management (Bachelor)

Year of Graduation: 2017

The present final qualifying research describes a strategy of key account management, including Activity Based Costing. The main purpose of the article is to demonstrate how an implementation of this strategy, based on an assessment of the customer profitability and the proper allocation of resources, enables to work effectively. This paper examine the hospitality industry, particularly assess an implementation of the strategic and ABC method in the Courtyard by Marriott Nizhny Novgorod. The case study is based on the financial data, obtaining for nine months period. Scientific novelty consists in the improvement of knowledge of the lean management sphere, particularly in the area of hotel services - identify problems it the Courtyard by Marriott and finding of ways of optimization by analyzing target segments. The result advance the model of reducing losses and growing profit by using key account strategy. Moreover, recommendations for the hotel are introduced, which will be implement.

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