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Books > Business & Economics > Business & management > Sales & marketing > Customer services
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Strategic Customer Management - Strategizing the Sales Organization (Hardcover)
Loot Price: R2,258
Discovery Miles 22 580
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Strategic Customer Management - Strategizing the Sales Organization (Hardcover)
Expected to ship within 12 - 17 working days
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A revolution is taking place in the way companies organize and
manage the "front-end" of their organization, where it meets its
customers.
Traditional concepts of sales management, account management, and
customer service are being overtaken by initiatives like customer
business development, the strategic sales organization, and
strategic customer management. This book aims to provide insights
into how this revolution is unfolding and to provide a framework
for executives and management students to address the issues
involved. The book focuses on the transformation of the traditional
sales organization into a strategic force leading the strategic
customer management process in companies.
Traditionally, the area of sales management has mainly been treated
as a tactical, operational topic in the conventional marketing
literature--simply part of the communications mix within the
planned marketing programme. However, the emergence of major
customers as dominant buyers in many sectors as a result of
pressures towards consolidation and enhanced scale of operations,
is changing the way in which sales issues are addressed in supplier
organizations. The growth of new forms of buyer-seller relationship
based on collaboration and partnering has encouraged organizations
to reconsider the sales and account management operation as an
important source of competitive differentiation in commoditized
markets. Increasingly, sales is being perceived as a central part
of business strategy and attention given to the challenges in
better aligning sales processes with strategy. This has many
implications for the design of the sales organization and its
management strategy, which go far beyond the confines of
conventional marketing views.
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