Sales Management Building Customer Relationships and Partnerships

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  • Edition: 1st
  • Format: Hardcover
  • Copyright: 2008-02-12
  • Publisher: Cengage Learning
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Sales Management: Building Customer Relationships and Partnerships is designed to cover all of the basic topics in sales management while emphasizing customer loyalty, customer relationship management, and the effects of technology on the sales function. Because of advances in telecommunications technology, the traditional role of sales managers is evolving toward managing sales people across multiple channels that contact and service customers through a variety of methods. The text reflects current trends and is designed to prepare students for the additional management responsibilities they are likely to encounter in the real world.

Table of Contents

Twenty-First-Century Sales Force Management
Introduction to Sales Management and Its Evolving Roles
What Is Sales Management?
Types, Titles, and Hierarchical Levels of Sales Managers
Responsibilities and Duties of Sales Managers
Expanding Roles of Sales Managers
What Qualities Are Needed to Be a Sales Manager?
Integrating Sales Management and Marketing Management
Monitoring and Adapting to the Macroenvironment
How Well Are Sales Managers Performing?
Developing Sales Managers for the New Millennium
Simpson Machine Tool Company: Sales Management Seminar
Centroid Computer Corporation: The New Sales Manager
Managing Ethics in a Sales Environment
What Is Business Ethics?
Salespeople Are Boundary Spanners
Applying Professional Sales Codes of Ethics
Ethical Philosophies and Moral Judgments
Creating an Ethical Work Climate
Managing the Ethical Climate
Legal Considerations in the Sales Environment
Practicing Good Ethics Among the Sales Force
Billings Pharmaceuticals: Customer Vulnerability and Moral Equity
J&R Company: Unethical Sales Practices
Customer Relationship Management and Building Partnerships
What Is CRM?
Relationship Orientations and tCRM.
CRM and Repeat Business
CRM, Customer Loyalty, and Lifetime Value
CRM and Selling
Technology and CRM Programs
CRM Successes and Failures
Cosair Gas Distributors: Problems with a CRM System Installation
TC's Bookings: Getting the Most Out of a CRM System
The Selling Process
Updating the Roles of Salespeople
What Salespeople Do: Stages of the Personal Selling Process
Applying CRM to the Personal Selling Process
Solex-Digital: Effective Negotiation Strategies
Dasseaux Pharmaceuticals: Relationship Versus Transactional Selling
Organizing And Developing The Sales Force
Sales Forecasting and Budgeting
Sales Forecasting and Its Relationship to Operational Planning
Forecasting Approaches and Techniques
Evaluating Forecasting Approaches
Sales Budget Planning
Preparing the Annual Sales Budget
AKAMAI Corporation: Developing Sales Forecasts
Global Container Corporation: Creative Sales Forecasting
Sales Force Planning and Organizing
Purpose and Levels of Organization Planning
Sales Management Planning Process
Causes of Unsuccessful Planning
Organizing the Sales Force
PlayMart Toyz: Building a Sales Organization
Wild Willie "Juiced" Drinks: Planning for Sales Growth
Time and Territory Management
Improving Sales Productivity
Establishing Sales Territories
Setting Up Sales Territories
Revising Sales Territories
Time Management and Routing
Manufacturers Insurance Group: Developing Territories
SalesTech, Inc.: Coping with Growth
Recruiting and Selecting the Sales Force
Importance of Recruiting and Selection
The Recruitment Process
Sources of Salespeople
The Sales Force Selection Process
Making the Selection
Sales Force Socialization
Vector Marketing Corporation: Recruiting and Selecting College Students
R3 Technology: Improving Recruitment and Selection
Managing and Directing Sales Force Efforts
Training the Sales Force
Importance of Sales Training
Developing and Implementing Sales Training
Making Training Delivery Decisions
Choosing Instructional Methods
Preparing, Motivating, and Coaching Trainees
Evaluating Training Programs
Sales Training Challenges for Global Companies
Hops Distributors, Inc.: Getting the Blend Right! Case
Midwest Auto Parts, Inc.: The Value of Sales Training
Sales Force Leadership
Foundations of Leadership
Supervision, Management, and Leadership
Leadership and Power
Applying Classical Leadership Theories to Twenty-First-Century Sales Management
Applying Contemporary Leadership Theories to Twenty-First-Century Sales
Other Emerging Issues in Twenty-First-Century Sales Force Leadership
School Suppliers, Inc.: Leading a Diverse Sales Force
Case 10.2 ?hlins Chemicals: Leadership and Communication Problems
Sales Force Motivation
Foundations of Motivation
Applying Contemporary Motivation Theories to Sales Management
Using Rewards and Incentive Programs for Sales Force Motivation
Sales Force Motivation Strategies and Tools
Additional Perspectives in Twenty-First-Century Sales Force Motivation
Schindler Pharmaceuticals: Motivating the Sales Force
Sales Actions Software, Inc.: Motivating Salespeople in Different Career Stages
Sales Force Compensation
Sales Force Compensation Plans
Developing the Compensation Plan
Advantages and Disadvantages of Different Compensation Methods
Trends in Sales Compensation
Expense Accounts and Fringe Benefits
Syntel, Inc.: The Role of Compensation in Salesperson Turnover
Sun-Sweet Citrus Supply, Inc.: Compensation and Sales Expenses
Controlling and Evaluating Sales Force Performance
Sales Volume, Costs, and Profitability Analysis
Framework for Sales Force Organizational Audit
Sales Volume, Costs, and Profitability Analysis
Increasing Sales Force Productivity and Profits
Fabrizia Pasta Company: The Value of Financial Reports
J.B.'s Restaurant Supply: How CRM Data Is Used to Justify Change
Sales Force Performance Evaluation
Sales Force Performance Appraisal
A Contemporary Approach to Sales Force Performance Evaluation
Providing Feedback and Improving Sales Force Performance
Emerging Perspectives in Twenty-First-Century
Sales Force Performance Appraisals
FUTSUCO Electronics: Rewarding Performance
Midwest Risk Management: Performance Evaluation Systems
Subject Index
Name Index
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