Resources

Dawn R. Deeter-Schmelz, Daniel J. Goebel, and Karen Norman Kennedy   This study builds on previous research concerning sales manager  selection by examining the characteristics of effective sales managers from two perspectives—that of sales managers and sales representatives. Results of this exploratory study indicate that sales representatives assess the effectiveness...Read more

Dennis B. Arnett and Vishag Badrinarayanan Managing relationships with customers is often challenging because firms engage in many different types of transactions and their customers vary considerably as to their wants and needs. To meet these challenges, firms are turning increasingly to formal customer relationship management (CRM) programs. Because of...Read more

Gary K. Hunter and William D. Perreault Jr. Sales managers need a practical means for evaluating returns from investments in sales technology implementations (including sales automation and sales-based customer relationship management systems). This research proposes a behavioral process model approach that can be applied to evaluate sales technology implementations. We...Read more

Customer relationship management (CRM) is among the fastest growing business practices, and is often credited for substantial improvements in sales force effectiveness. This paper offers an investigation of CRM implementation and proposes a model that explains the roles of organizational learning, business process orientation, customer-centric orientation, and task–technology fit in...Read more

For global sales organizations with a diverse set of sales opportunities, few challenges are more daunting than providing adequate customer coverage. Siemens Corporation addresses this challenge with its Siemens One division, which integrates the multi-unit sales effort required for complex, strategic opportunities. Like many multi-division firms selling complex solutions, Siemens...Read more

February 2008 Michael Rose, Ph.D. Concerned with overall sales perfromance, Charlie Delta Pharmaceutical (pseudonym) implemented new reporting controls, including a streamlined sales management dashboard.  Integrating CDP's corporate vision with sales strategy, the new dashboard provides insight into wholesale inventories, new product activity, and sales and volume by product.    CDP...Read more

This illustrative dashboard, authored in Macromedia Flash, provides an efficient display of metrics important to sales management.  Developed as a companion tool to The Sales Management Association's Charlie Delta Pharmaceutical Case Study, it is downloadable for members in two formats:  Flash (viewable in Internet Explorer, Firefox, or Safari) and Powerpoint...Read more

S. Scott Sands Watson Wyatt Worldwide Sales incentive compensation design projects are time-consuming, complicated, and involve the competing interests of many stakeholders.  What is the best way for Sales Management to participate in the process Veteran sales compensation consultant S. Scott Sands provides an “insider’s view” of the typical sales...Read more