Building Strategic Account Management Capabilities of Emerging Market Healthcare Enterprises: Process, Dimensions and Effectiveness Evaluation

This research examines the process, dimensions, and effectiveness assessment of strategic customer management capability building in emerging market healthcare enterprises. Using a mixed-method approach with 224 questionnaire surveys and 35 in-depth interviews across six healthcare enterprises, the study constructs a comprehensive process system including customer classification and screening, strategic planning, implementation monitoring, and performance evaluation. The findings reveal that advanced implementers demonstrate significant advantages in relationship quality and strategic positioning, with specialized medical centers exhibiting the highest implementation maturity and corresponding performance. The research confirms digital capabilities as critical moderators of strategic customer management effectiveness (β=0.41, p<0.001), with organizations possessing advanced digital analytics and customer engagement platforms achieving 37.8% higher overall SCM performance. Longitudinal analysis shows non-linear customer satisfaction improvement trajectories over time, with comprehensive framework implementers experiencing significantly greater satisfaction improvements (15.9%) compared to partial implementers (7.8%). The study provides actionable frameworks for strategic customer management capability building in healthcare enterprises, emphasizing digital transformation as a foundational enabler of customer-centric excellence.