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Best and worst practices in sales and customer management. With recommendations for implementation
Sales and customer management represent an important success factor for most companies. "Excellence in Sales" presents an integrated management approach for professional sales organisations that reveals the existing optimisation potential and aims at a maximum of efficiency and effectiveness.
Based on a worldwide survey of 747 companies in 14 countries, the authors analyse best and worst practices in sales and customer management. True excellence in sales relies on a set of levers which are explained systematically and in detail. Case studies provide an additional understanding of these levers. Numerous recommendations for implementation show how to improve the overall performance.
"Excellence in Sales" is a must-read for marketing and sales directors, managing directors, sales representatives and key account managers. Instructors and students of management and business administration will find stimulating insights and ideas.
Holger Dannenberg is Managing Partner of the Executive Board of Mercuri International Deutschland GmbH.
Dr. Dirk Zupancic is Professor of Management at Heilbronn Business School, Germany, senior lecturer of business administration and head of the competence centre BtoB Marketing and Sales at the University of St. Gallen, Switzerland.
Introduction: excellence in sales and customer management
Top 10 success factors for excellence in sales
Sales as a topic that affects the entire company
The relation between marketing and sales strategy
Developing successful sales strategies
Defining process goals for customer segments
Designing sales processes
Managing sales structures
Leadership in sales
What sales representatives can learn from professional athletes
Summary and outlook