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| Author: | Lane, N. Piercy, N. |
| Title: | Strategic customer management: designing a profitable future for your sales organization |
| Journal: | European Management Journal
2004 : DEC, VOL. 22:6, p 659-668 |
| Index terms: | customers sales organization integration |
| Freeterms: | interface |
| Language: | eng |
| Abstract: | Traditional sales organizations are facing a growing pressure because customers are demanding superior value and new business models are being used in companies. The pressure is not a handicap however, but there lies a great opportunity in this; the pressure can guide sales organizations towards a new and more efficient role in strategic customer management. This new role requires also new kind of action in the organization; new ways to leverage intelligence, better management of the different interfaces that lie between the sales organization and other parts of the company, and also the integration of all activities and processes that are necessary in creating superior value. The authors consider the major issues and challenges involved in changing the sales organization towards a new role in strategic customer management. |
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