Excellence in sales: optimising customer and sales management
Gespeichert in:
| Hauptverfasser: | , |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Wiesbaden
Gabler
2009
|
| Ausgabe: | 1. ed. |
| Schlagworte: | |
| Online-Zugang: | Inhaltsverzeichnis |
| Beschreibung: | XXI, 232 S. zahlr. graph. Darst. 210 mm x 148 mm |
| ISBN: | 9783834910066 |
Internformat
MARC
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| 245 | 1 | 0 | |a Excellence in sales |b optimising customer and sales management |c Holger Dannenberg ; Dirk Zupancic |
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Datensatz im Suchindex
| _version_ | 1804138494486904832 |
|---|---|
| adam_text | Contents
Preface I V
Preface II IX
Foreword XIII
Profile oftheauthors XV
1. Introduction: Excellence in sales and customer
management 1
Increasing the Strategie significance of sales 2
Driver 1: Sales is an expensive resource 2
Driver 2: Sales has the greatest Performance improvement
Potential 3
Driver 3: Sales creates real competitive advantage 4
Definition ofterms in sales 4
The Excellence in Sales study 5
Notes forreaders 6
2. The top 10 success factors for sales excellence 9
Core questions in this chapter 9
1: Sales should have a good in-company image 10
2: Sales processes should reeeive systematic support 11
3: Sales processes should be clearly defined II
4: Cross-functional sales approaches should be based on
suitable structures 12
5: Customer planning should be systematic and
documented 12
6: Salespeople should have a high level of social competence 13
7: Salespeople should be experts in their customers business 14
8: Utilise e-leaming s potential for sales 15
9: Sales personnel should be real personalities with Charisma 16
10: Successful sales organisations are supported by a customer
relationship management System 17
Recommended courses of practical action 19
3. Excellence in sales is an issueforthe entire Company 21
Core questions in this chapter 21
Sales-oriented alignment of corporate strategy 22
The intemal image of sales 25
Sales is a senior management issue 27
Each employee is (also) responsible for sales 30
Recommended courses of practical action 34
4. The interrelationship of marketing and sales strategies 37
Core questions in this chapter 37
Marketing strategy as an orientation for sales 38
Core task profile: competences as the foundation 40
Positioning strategy: the fine art of marketing 41
Market segmentation as the foundation of marketing strategy 45
Marketing and sales cooperation in strategy development 51
Recommended courses of practical action 56
5. Development of successful sales strategies 59
Core questions in this chapter 60
Contents of a sales strategy 60
Development ofa sales strategy 65
Implementation of the sales strategy 67
Recommended courses of practical action 71
XVIII
6. Sales strategy Information base 73
Core questions in this chapter 73
Analyse customers, competitors and the Company 73
Customer analysis 75
Competitor analysis 75
Analysis of the Company Situation 79
Information sources and management 80
Recommended courses ofpractical action 83
7. Customer segmentation 85
Core questions in this chapter 85
Goals of customer segmentation 85
Customer data as the basis for segmentation 88
Recommended courses ofpractical action 93
8. Definition of sales process goals for customer Segments 95
Core questions in this chapter 95
Relationship between marketing targets and sales process targets 96
Basis for the formulation of targets 96
Specifying concrete sales process targets 97
Recommended courses ofpractical action 100
9- Designing sales processes 101
Core questions in this chapter 102
Process orientation in sales 102
Types of sales processes 105
Structureof customer retention processes 112
Customer expansion processes 116
Selecting target customers 117
Making contact 122
Development of the sales process 126
Recommended courses ofpractical action 127
10. Management of sales processes 129
Core questions in this chapter 129
XIX
Resources and capacity planning 129
Benchmarking as an optimisation concept 132
Optimisation of sales processes 134
Optimisation by benchmarking 135
Typical optimisation potential in sales processes 136
Recommended courses of practical action 139
11. Sales organisations 141
Core questions in this chapter 142
Orienting sales structures by region 142
Orienting sales structures by products and Services 143
Orienting sales structures by sector 144
Orienting sales structures by customer segment 146
Sales structures for customer acquisition and retention 150
Sales structures with cross-functional team sales 154
Use of different sales Channels 157
Use of a single sales Channel 157
Use of several, parallel sales Channels 160
Use of a multi-channel system in different phases of the
sales process 162
Recommended courses of practical action 164
12. Steering Systems 165
Core questions in this chapter 165
Control of employee behaviour in sales 166
Findings on motivation as the starting point 166
Reward Systems in sales 167
Requirements of Professional sales Controlling Systems 169
Management Systems for Controlling sales 177
Targets as a control Instrument 177
Control viaactivity 179
Requirements of reporting Systems 180
Customer Relationship Management (CRM) 184
Professional vocational and advanced training Systems 186
Recommended courses of practical action 194
XX
13. Management in sales 195
Core questions in this chapter 195
Management style 196
Static management style concept 196
Dynamic management style concept 199
Spans of control 202
Themanageras coach 204
Recommended courses of practical action 208
14. Execution of sales work 209
Core questions in this chapter 209
The differentiated sales model 209
Customer planning 219
Recommended courses of practical action 220
15. Digression: What salespersons can learn from
topathletes 221
16. Conclusion and outlook 225
List of literature 227
XXI
|
| any_adam_object | 1 |
| author | Dannenberg, Holger Zupancic, Dirk 1969- |
| author_GND | (DE-588)11467888X (DE-588)123384362 |
| author_facet | Dannenberg, Holger Zupancic, Dirk 1969- |
| author_role | aut aut |
| author_sort | Dannenberg, Holger |
| author_variant | h d hd d z dz |
| building | Verbundindex |
| bvnumber | BV035228230 |
| classification_rvk | QP 620 QP 621 |
| ctrlnum | (OCoLC)316050412 (DE-599)DNB989568601 |
| dewey-full | 658.81 |
| dewey-hundreds | 600 - Technology (Applied sciences) |
| dewey-ones | 658 - General management |
| dewey-raw | 658.81 |
| dewey-search | 658.81 |
| dewey-sort | 3658.81 |
| dewey-tens | 650 - Management and auxiliary services |
| discipline | Wirtschaftswissenschaften |
| edition | 1. ed. |
| format | Book |
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| id | DE-604.BV035228230 |
| illustrated | Illustrated |
| indexdate | 2024-07-09T21:29:05Z |
| institution | BVB |
| isbn | 9783834910066 |
| language | English |
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| publishDateSearch | 2009 |
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| publisher | Gabler |
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| spelling | Dannenberg, Holger Verfasser (DE-588)11467888X aut Spitzenleistungen im Vertrieb Excellence in sales optimising customer and sales management Holger Dannenberg ; Dirk Zupancic 1. ed. Wiesbaden Gabler 2009 XXI, 232 S. zahlr. graph. Darst. 210 mm x 148 mm txt rdacontent n rdamedia nc rdacarrier Strategisches Management (DE-588)4124261-0 gnd rswk-swf Vertrieb (DE-588)4127117-8 gnd rswk-swf Erfolgsfaktor (DE-588)4197034-2 gnd rswk-swf Vertrieb (DE-588)4127117-8 s Erfolgsfaktor (DE-588)4197034-2 s Strategisches Management (DE-588)4124261-0 s DE-604 Zupancic, Dirk 1969- Verfasser (DE-588)123384362 aut HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=017034227&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Dannenberg, Holger Zupancic, Dirk 1969- Excellence in sales optimising customer and sales management Strategisches Management (DE-588)4124261-0 gnd Vertrieb (DE-588)4127117-8 gnd Erfolgsfaktor (DE-588)4197034-2 gnd |
| subject_GND | (DE-588)4124261-0 (DE-588)4127117-8 (DE-588)4197034-2 |
| title | Excellence in sales optimising customer and sales management |
| title_alt | Spitzenleistungen im Vertrieb |
| title_auth | Excellence in sales optimising customer and sales management |
| title_exact_search | Excellence in sales optimising customer and sales management |
| title_full | Excellence in sales optimising customer and sales management Holger Dannenberg ; Dirk Zupancic |
| title_fullStr | Excellence in sales optimising customer and sales management Holger Dannenberg ; Dirk Zupancic |
| title_full_unstemmed | Excellence in sales optimising customer and sales management Holger Dannenberg ; Dirk Zupancic |
| title_short | Excellence in sales |
| title_sort | excellence in sales optimising customer and sales management |
| title_sub | optimising customer and sales management |
| topic | Strategisches Management (DE-588)4124261-0 gnd Vertrieb (DE-588)4127117-8 gnd Erfolgsfaktor (DE-588)4197034-2 gnd |
| topic_facet | Strategisches Management Vertrieb Erfolgsfaktor |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=017034227&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
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