Customer Relationship Management (CRM)'s Impact on B to B Sales Professionals' Collaboration and Sales Performance

2011 ◽  
Vol 18 (4) ◽  
pp. 335-356 ◽  
Author(s):  
Michael Rodriguez ◽  
Earl D. Honeycutt
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Sales Performance ◽  
Customer Relationship ◽  
Sales Professionals

scholarly journals When Salespeople Manage Customer Relationships: Multidimensional Incentives and Private Information

2019 ◽  
Vol 56 (5) ◽  
pp. 749-766 ◽  
Author(s):  
Minkyung Kim ◽  
K. Sudhir ◽  
Kosuke Uetake ◽  
Rodrigo Canales
Keyword(s):  
Moral Hazard ◽  
Adverse Selection ◽  
Customer Relationship Management ◽  
Private Information ◽  
Information Acquisition ◽  
Relationship Management ◽  
Selection Effect ◽  
Sales Performance ◽  
Customer Relationships ◽  
Customer Relationship

At many firms, incentivized salespeople with private information about customers are responsible for customer relationship management. Although incentives motivate sales performance, private information can induce moral hazard by salespeople to gain compensation at the expense of the firm. The authors investigate the sales performance–moral hazard trade-off in response to multidimensional performance (acquisition and maintenance) incentives in the presence of private information. Using unique panel data on customer loan acquisition and repayments linked to salespeople from a microfinance bank, the authors detect evidence of salesperson private information. Acquisition incentives induce salesperson moral hazard, leading to adverse customer selection, but maintenance incentives moderate it as salespeople recognize the negative effects of acquiring low-quality customers on future payoffs. Critically, without the moderating effect of maintenance incentives, the adverse selection effect of acquisition incentives overwhelms the sales-enhancing effects, clarifying the importance of multidimensional incentives for customer relationship management. Reducing private information (through job transfers) hurts customer maintenance but has greater impact on productivity by moderating adverse selection at acquisition. This article also contributes to the recent literature on detecting and disentangling customer adverse selection and customer moral hazard (defaults) with a new identification strategy that exploits the time-varying effects of salesperson incentives.

Four Eras of CRM Selling

2017 ◽  
pp. 939-957 ◽  
Author(s):  
Cindy Marie Gordon
Keyword(s):  
Big Data ◽  
Customer Relationship Management ◽  
Productivity Growth ◽  
Predictive Analytics ◽  
Relationship Management ◽  
Customer Relationship ◽  
Sales Professionals ◽  
Sales Organizations ◽  
And Mathematics ◽  
Sales Quotas

This chapter examines the evolution of selling, as well as the software solutions that sales professionals have used to support Customer Relationship Management (CRM) practices. Tracing over four eras of selling, spanning 30 years, including product to solution selling, customer centric selling, social selling, and big data: predictive analytics selling. This chapter examines the stark reality that after three generations of CRM: less than 50% of sales organizations do not achieve their sales quotas. It is time to seriously challenge the current approaches to Customer Relationship Management (CRM), as quota attainment is seriously underperforming, despite what sales software leaders espouse. Research from CSO Insights, Accenture (2013), and Sales Choice (2014) is compelling to pause to Think Big and Smarter! The next era's growth resides in Big Data and Predictive Analytics as advanced sciences and mathematics will pave the way to unlock productivity growth challenges that have plagued the first three eras.

scholarly journals Investigating the Impact of Big Data Analytics on Perceived Sales Performance: The Mediating Role of Customer Relationship Management Capabilities

Complexity ◽  
2020 ◽  
Vol 2020 ◽  
pp. 1-17 ◽  
Author(s):  
Muhammad Shahbaz ◽  
Changyuan Gao ◽  
Lili Zhai ◽  
Fakhar Shahzad ◽  
Adnan Abbas ◽  
...  
Keyword(s):  
Big Data ◽  
Customer Relationship Management ◽  
Data Analytics ◽  
Dynamic Capabilities ◽  
Big Data Analytics ◽  
Relationship Management ◽  
Sales Performance ◽  
Customer Relationship ◽  
Research Model ◽  
The Impact

A persistent question for information technology researchers and practitioners is how big data analytics (BDA) can improve sales performance. Therefore, this study proposed a research model to investigate the impact of BDA on perceived sales performance in accordance with the resource-based view (RBV) and dynamic capability theory. The 416 valid responses collected from the employees of pharmaceutical organizations were analyzed using structural equation modelling to test the proposed research model. Results indicated that the BDA and customer relationship management (CRM) capabilities shared a strong positive impact on perceived sales performance. BDA, as organizational resources, creates organizational dynamic capabilities, such as CRM capabilities. BDA and CRM capabilities can influence perceived sales performance. Furthermore, CRM capabilities have a significant mediating impact on the relationships between BDA and perceived sales performance. This study also highlighted the practical and theoretical implications of the proposed model, the research limitations, and the future research directions.

scholarly journals Impact of big data analytics on sales performance in pharmaceutical organizations: The role of customer relationship management capabilities

PLoS ONE ◽  
2021 ◽  
Vol 16 (4) ◽  
pp. e0250229
Author(s):  
Muhammad Shahbaz ◽  
Changyuan Gao ◽  
Lili Zhai ◽  
Fakhar Shahzad ◽  
Adeel Luqman ◽  
...  
Keyword(s):  
Big Data ◽  
Customer Relationship Management ◽  
Data Analytics ◽  
Big Data Analytics ◽  
Relationship Management ◽  
Sales Performance ◽  
Customer Relationship ◽  
Equation Modeling ◽  
Automation System ◽  
The Impact

In this era of technology development, every business wants to equip its salesforce with a sustainable salesforce automation system to improve sales performance and customer relationship management (CRM) capabilities. This study investigates the impact of big data analytics (BDA) on CRM capabilities and the sales performance of pharmaceutical organizations. A research model was tested based on 416 valid responses collected from pharmaceutical companies through a structured questionnaire. Structural equation modeling (SEM) was employed using Smart-PLS3 to confirm the contribution of BDA to improving CRM capabilities and sales performance. The study finds that individual characteristics such as self-efficacy, playfulness, and social norms, along with organizational characteristics such as voluntariness, user involvement, user participation, and management support, are positive predictors of salesforce perception of BDA. This positive perception of BDA increased the person-technology fit in the salesforce, which ultimately increased the CRM capabilities and sales performance.

Four Eras of CRM Selling

2015 ◽  
pp. 83-100
Author(s):  
Cindy Marie Gordon
Keyword(s):  
Big Data ◽  
Customer Relationship Management ◽  
Productivity Growth ◽  
Predictive Analytics ◽  
Relationship Management ◽  
Customer Relationship ◽  
Sales Professionals ◽  
Sales Organizations ◽  
And Mathematics ◽  
Sales Quotas

This chapter examines the evolution of selling, as well as the software solutions that sales professionals have used to support Customer Relationship Management (CRM) practices. Tracing over four eras of selling, spanning 30 years, including product to solution selling, customer centric selling, social selling, and big data: predictive analytics selling. This chapter examines the stark reality that after three generations of CRM: less than 50% of sales organizations do not achieve their sales quotas. It is time to seriously challenge the current approaches to Customer Relationship Management (CRM), as quota attainment is seriously underperforming, despite what sales software leaders espouse. Research from CSO Insights, Accenture (2013), and Sales Choice (2014) is compelling to pause to Think Big and Smarter! The next era's growth resides in Big Data and Predictive Analytics as advanced sciences and mathematics will pave the way to unlock productivity growth challenges that have plagued the first three eras.

Implementasi Sistem Rekam Medis Pasien Menggunakan Pendekatan Customer Relationship Management (CRM)

2018 ◽  
Vol 7 (2) ◽  
pp. 180
Author(s):  
Wiyanto Wiyanto ◽  
Fajar Butsianto ◽  
Karsito Karsito
Keyword(s):  
Information Technology ◽  
Information System ◽  
Medical Record ◽  
Customer Relationship Management ◽  
Unified Modeling Language ◽  
Relationship Management ◽  
Customer Relationship ◽  
Design System ◽  
System Validation ◽  
Iso 9126

Information technology is rapidly developed in this century that impact to various aspects of the organization really need information technology to support the performance and everyday business processes. In health services, information technology is required to process and storage the patient medical records, so that the patient's medical record is well preserved, and competitive advantage can be obtained between patient and polyclinic. The application of Customer Relationship Management (CRM) approach can be developed by implementing information system of medical record history to get new patient and retain existing patient, improving relationship with patient and maintaining patient loyalty as well as supporting the company/organization to provide excellent service to customers in real time through the advantage of information technology. The aims of this research are to understand patient medical record by CRM approach and Unified Modeling Language (UML) for system design, system validation using Forum Group Discussion (FGD), and using software testing Model ISO 9126. The result of this research are Medical Record History Information System and the result of system validation with FGD is 100% accepted, the result of system test using Model ISO 9126 is good with success rate 82,86%, so it can give contribution to polyclinic.

Customer Relationship Management

2001 ◽  
Vol 30 (8) ◽  
pp. 417-422 ◽  
Author(s):  
Hajo Hippner ◽  
Stephan Martin ◽  
Klaus D. Wilde
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship
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