sfa adoption: empirical evidences from a case study

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ID: 248771
2014
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Abstract
Understanding how technology investments create business value is a research priority in today's technology-intensive world. Drawing on a literature review as well as a qualitative study, this research suggests that sales technology can support both: externally focused tasks towards managing customer relationships and internal administrative tasks. To unleash its real potential, sales technology should be designed to enable customer relationships rather than being perceived as a cost cutting tool. Today organisations are forced to constantly invent new ways of interacting with the customer to increase customer loyalty and to decrease the possibility of commoditization. This paper will focus on Sales Force Automation (SFA) and its increasing importance. It will explore the purpose of SFA, its advantages and disadvantages, and its future impact on organisations through a qualitative research study: the authors investigated a small company operating in the business-to-business services sector to obtain practical feedback on the organisational and individual implications, the potential benefits and the problems related to adoption of an SFA system.
Reference Key
cardinali2014internationalsfa Use this key to autocite in the manuscript while using SciMatic Manuscript Manager or Thesis Manager
Authors ;Silvio Cardinali;Gian Luca Gregori;Paola Palanga
Journal Advanced drug delivery reviews
Year 2014
DOI
10.18533/ijbsr.v4i6.521
URL
http://thejournalofbusiness.org/index.php/site/article/view/521
Keywords Keywords not found

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