In the preceding chapters, we covered how a sales organization can facilitate the process of effective implementation by stimulating users to adopt and start using the sales technology. Of course, having users accept and use the technology is of great importance, but what happens after salespeople have started using it? After all, sales technology implementation is ultimately aimed at increasing sales force performance. Thus, it is natural for someone to ask, In what way(s) does sales technology impact on salesperson performance and to what extent? These fundamental issues, which are related to technology implementation, constitute the focus of the chapter.
We begin by briefly ...