Strategic Customer Management:: Designing a Profitable Future for Your Sales Organization

Abstract

Growing demands for superior customer value and the emergence of new business models are placing traditional sales organizations under increased pressure. However, there is also a major opportunity for the evolution of the traditional sales organization towards a new and enhanced role in strategic customer management. Underpinning this role are three major issues: new ways of leveraging of intelligence, better management of the interfaces between sales and other parts of the organization; and, the integration of all processes and activities necessary to deliver superior value. We identify the major challenges involved in transforming the sales organization towards strategic customer management.