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

Author

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  • Lane, Nikala
  • Piercy, Nigel

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.

Suggested Citation

  • Lane, Nikala & Piercy, Nigel, 2004. "Strategic Customer Management:: Designing a Profitable Future for Your Sales Organization," European Management Journal, Elsevier, vol. 22(6), pages 659-668, December.
    • Handle: RePEc:eee:eurman:v:22:y:2004:i:6:p:659-668
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    Cited by:

    1. Spillecke, Susanne B. & Brettel, Malte, 2013. "The impact of sales management controls on the entrepreneurial orientation of the sales department," European Management Journal, Elsevier, vol. 31(4), pages 410-422.
    2. Salojärvi, Hanna & Sainio, Liisa-Maija, 2015. "CRM technology and KAM performance: The mediating effect of key account-related knowledge," jbm - Journal of Business Market Management, Free University Berlin, Marketing Department, vol. 8(1), pages 435-454.

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