Critique of the article
The authors, writing this in 2002, were insightful and even prophetic in
the statements made specifically regarding business strategies and
processes being the primary determinants of demand for CRM.
While Siebel Systems had enjoyed a meteoric rise and many credit Tom Siebel
with originally defining the term and software category of CRM, in 2002
there was still a strong focus on features, functions and benefits in CRM
applications. This was an era of big-bang CRM deployments, with literally
thousands of seats of software delivered. The authors refuse to get on the
"big is better" bandwagon of CRM however and choose to be prescriptive from
a customer loyalty, intimacy, and long-term customer value perspective.
It's clear that Frederick F. Reichheld made major contributions to this
article as it stresses customer loyalty and its impact on profitability, an
area Mr. Reichheld has written entire books about. The landscape the
article paints as a result is one that shows how disjointed customer and
selling strategies can be when technology for its own sake is thrown at
complex, difficult to fix customer problems. At its foundational focus on
processes, it is an excellent article, and the four perils serve as strong
supports...
Sales Management: Motivating the Sales Force Motivating the sales force is often based on providing the sales force with rewards based on performance and this is an important motivational tool. At the same time, it must be recognized that for this to be effective, other needs must first be taken care of. To investigate this idea further, several motivational theories will be described with each applied to the sales force. This
Susi, G. Paolo, G. (2009). The sales function in the twenty-first century: where are we and where do we go from here? European Journal of Marketing. Emerald Group Publishing Limited. In this journal article the authors investigate the effect of selling strategies on sales performance. They do so by briefly reviewing sales performance journals. This journal article has been chosen because it reveals several selling strategies used both by successful
1) However, to save the customer time, managers and staff must put in extra time to discover what the customer might consider a problem. Sales staff must scan company Web sites, read corporate annual reports, and talk to competitors in the industry so they can get a feel for prospects' issues. Sales people should thus be rewarded not based on immediate returns and quick-profit producing sales but long-term client building results.
If this was the case, the client would probably feel overwhelmed by a team of people all trying to influence them. Instead, the sales force needs to have people with a business approach and with a relationship building approach, as well as someone with a sales approach. The next consideration is the training required of the staff. Considering that the approach to be used is based on teamwork, it is
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Another contribution that a Sales Department can provide is not only in terms of introducing the new Far East Salad and bringing it to the market. Additionally, the Sales Department can play the role of taking care of customers' needs and looking after the things that are beneficial for them in relation to the organization's food products that they patronize. This role provides benefits for both the customers and the
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