Chapter 5

Measuring the Impact of Sales Technologies

Chapter Overview

No matter how sophisticated a sales technology is and how ready the company is for accepting the change associated with technology introduction, managers need to define and articulate the business case of the technology. Doing so, however, implies that firms develop quantifiable metrics to gauge and track the success of system implementation.1 Consequently, the present chapter deals with how managers can develop a set of key performance indicators (KPIs) that can serve as a performance monitoring apparatus during sales technology implementation. To this end, we provide a wide array of different KPIs that can fit into any implementation context and any type of technology. Finally, ...

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