Effective Sales Force Automation and Customer Relationship Management

Chapter 4

Selection Decision Process and Research

Customers are becoming more reliant on e-commerce to capture the best value, as globalization and Internet technologies have connected all the corners of the world. In little time, a customer can explore a firm’s four P’s (product, place, price, and promotion) and compare them in an easily accessible global marketplace. Firms try to maintain a customer-oriented image throughout the world, possible only through a standard customer relationship management (CRM) methodology. Web-based CRM applications are also extremely helpful for effective and efficient global account management. No organization can implement and execute a relationship strategy without coordinated interdepartmental teamwork, which ...