Tag Archives: Customer relationship management

Video: ‪Collaborate on sales opportunities with SAP StreamWork and SAP CRM [YouTube]

Here’s SAP‘s take on collaborative selling using activity streams and the SAP CRM application. One can extrapolate a user of multiple suite tools using the StreamWork application to stay current on events occuring across his personal portfolio of accountability.

At the same time, real communication is occuring, outcomes are being reported upward, and realtime analytics are available around the effectiveness of the tool and users.

Where there is technical inefficiency or human latency in the system, just-in-time learning modules can be dropped into the stream, targeting the impacted audiences.

Social Selling

High Touch Through High Tech: The Impact of Salesperson Technology Usage on Sales Performance via Mediating Mechanisms [Management Science]

Sales technology has been touted as a primary tool for enhancing customer relationship management. However, empirical research is sparse concerning the use of information technology (IT)and its effects on the relationship between salespersons and customers. Using an interdisciplinary research approach, we extend task-technology-fit (TTF) theory by examining the mechanisms through which use of IT by the sales force influences salesperson performance. We test a model that incorporates salespersons’ customer service, attention to personal details, adaptability,and knowledge—key marketing constructs that could mediate IT’s impact on salesperson performance. Results in a pharmaceutical sales setting indicate that IT use can improve customer service and salespersons’ adaptability, leading to improved sales performance.

via mansci.journal.informs.org (subscription required)