Sales Management Building Customer Relationships and Partnerships

by Hair, Joe F.; Anderson, Rolph E.; Mehta, Rajiv; Babin, Barry J.

• ISBN13: 9780618721016
• ISBN10: 0618721010
• Additional ISBN(s): 9781111820831
• Edition: 1st
• Format: Hardcover
• Copyright: 2008-02-12
• Publisher: Cengage Learning
• More Book Details

Summary

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

Self-Management

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

Management

Other Emerging Issues in Twenty-First-Century Sales Force Leadership

Communication

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

Notes

Glossary

Subject Index

Name Index

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