TITLE

EFFECTS OF SALES FORCE AUTOMATION USE ON SALES FORCE ACTIVITIES AND CUSTOMER RELATIONSHIP MANAGEMENT PROCESSES

AUTHOR(S)
Moutot, Jean-Michel; Bascoul, Gana´┐Żl
PUB. DATE
March 2008
SOURCE
Journal of Personal Selling & Sales Management;Spring2008, Vol. 28 Issue 2, p167
SOURCE TYPE
Academic Journal
DOC. TYPE
Article
ABSTRACT
This study defines a framework for understanding the impact of sales force automation (SFA) on customer relationship management (CRM) processes from the perspective of information systems and motivation theories. Investigating the relationship between these processes, with sales activities as the common link, sheds new light on several crucial issues. To enrich this study, two alternative models that distinguish the efficiency and effectiveness of salespersons' activities also are formulated. Data from a longitudinal field study demonstrate that different SFA functionalities generate counterintuitive effects on sales activities. The main outcomes of SFA implementation in CRM processes include a mostly negative effect of SFA reporting and conflicting but complementary and globally positive effects of SFA call planning and product configuration.
ACCESSION #
31884975

 

Related Articles

  • Debunking the Lone Wolf Sales Myth. LAGER, MARSHALL // CRM Magazine;Nov2013, Vol. 17 Issue 11, p56 

    The article offers an opinion on the concept of lone wolf salesmanship or the idea of a salesman working on his own. The author rejects the idea, arguing that teamwork increases efficiency and contributes to the success of the endeavor. Sales force automation and customer relationship management...

  • THE SALES FORCE TECHNOLOGY--PERFORMANCE CHAIN: THE ROLE OF ADAPTIVE SELLING AND EFFORT. Rapp, Adam; Agnihotri, Raj; Forbes, Lukas P. // Journal of Personal Selling & Sales Management;Fall2008, Vol. 28 Issue 4, p335 

    Firms continue to struggle with the implementation of sales force technology tools and the role they play in sales representative performance. This research expands previous literature in the area of sales force automation (SFA) and customer relationship management (CRM) by looking at the...

  • INFUSING TECHNOLOGY INTO PERSONAL SELLING. Widmier, Scott M.; Jackson Jr., Donald W.; McCabe, Deborah Brown // Journal of Personal Selling & Sales Management;Summer2002, Vol. 22 Issue 3, p189 

    The use of technology by salespeople has been increasing, as witnessed by the overwhelming proliferation of sales force automation, customer relationship management, and communications technology; yet little is known about how and where technology is actually being used in the field. Thus, the...

  • SALES FORCE INVOLVEMENT IN PRODUCT DESIGN: THE INFLUENCE ON THE RELATIONSHIPS BETWEEN CONSULTING-ORIENTED SALES MANAGEMENT PROGRAMS AND PERFORMANCE. Pelham, Alfred // Journal of Marketing Theory & Practice;Winter2006, Vol. 14 Issue 1, p37 

    There is growing recognition of the need to reorganize sales management programs to reflect trends in the competitive environment. These trends are influencing more firms to attempt to develop stronger relationships with customers. More sales managers are recognizing the need for their...

  • KEYS TO IMPLEMENTING PRODUCTIVE SALES FORCE AUTOMATION. Widmier, Scott; Rosenbaum, Mark; Jackson Jr., Donald // Marketing Management Journal;Spring2003, Vol. 13 Issue 1, p1 

    Salespeople are being armed as never before with automation technology that promises to both deliver vital information where and when needed and to improve communications. The rapid growth of automation is not without problems as for every two successful implementations of SFA there are three...

  • Exposure to closure: 5 key lead-management terms. ROZIN, RANDALL // B to B;5/13/2013, Vol. 98 Issue 2, p26 

    The article discusses five terms which can result in success in the lead-management process. The process of exposure can be thought of as the stimulus a company puts in the market in search of a given type of response. The capture process allows the most valuable leads to proceed on to sales,...

  • Aligning Internal and External Sales Force Cultures. Honeycutt, Earl D.; Tanner Jr., John F.; Erffmeyer, Robert C. // Society for Marketing Advances Proceedings;2008, p272 

    The ability of sales managers to align both internal and external sales force cultures influences the success of the firm's sales efforts. For example, a firm's internal culture can be weak or strong depending upon the sense of unity of beliefs and actions between sales personnel and management....

  • Let the Games Begin! Lager, Marshall // CRM Magazine;Oct2007, Vol. 11 Issue 10, p50 

    The author argues that the gamer-influence design concept can be used by sales personnel in dealing with their customers. He cites the similarities between gamers and sellers, as posited by Paul Johnston, chief executive officer of Entellium. He offers suggestions in which sellers can learn from...

  • Winning Proposals. Sant, Tom // Sales & Service Excellence Essentials;Jan2008, Vol. 8 Issue 1, p8 

    The article talks about winning sales proposal by focusing on the needs of customers. It is noted that the key to writing a persuasive message is by knowing the needs of the clients and restating them. It is indicated that the needs of the customers are the reason why they consider investing in...

Share

Read the Article

Courtesy of VIRGINIA BEACH PUBLIC LIBRARY AND SYSTEM

Sign out of this library

Other Topics