(2018), "Organizing Interactions with Customers", Andersson, P., Axelsson, B. and Rosenqvist, C. (Ed.) Organizing Marketing and Sales, Emerald Publishing Limited, p. 139. https://doi.org/10.1108/978-1-78754-968-520181022Download as .RIS
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In this part, we focus on on-going developments in procurement organizations and the interplay with specific customers. We address the following broad questions:
How do leading firms strive to develop their procurement organizations and what do those lines of development mean for sales operations? (Chapter 8).
How to organize the interplay between a supplier and its customers? Here we provide some conceptual tools and empirical evidence (Chapter 9).
How to make use of operational tools like CRM technology in managing individual and groups of customers? We demonstrate the principal CRM potentials as well as a case company experience (Chapter 10).
How to adapt CRM tools to not only support product-based sales, but also the more complex solution-orientated business? We discuss some preferred requirements that suppliers of CRM systems should address (Chapter 11).
- Part I Introduction: Organizing Marketing and Sales
- Chapter 1 Contemporary Developments and Challenges in Sales Organizations: Some Observations
- Chapter 2 Marketing Reorganization in a Globalized Market: The Case of ABB Robotics
- Chapter 3 Marketing Organization Research and Ideas Revisited
- Part II Sales Management and Organization Revisited
- Chapter 4 Value-based Selling in the Service-dominated Business Landscape: Creating, Acting, and Organizing to Improve Customer’s Profits
- Chapter 5 Organizing for Sales in VUCA Contexts: The Transformation Process from Products to Solution Sales
- Chapter 6 Business Maneuvering: A Dynamic View of B2B Selling Processes
- Chapter 7 Organizational Balancing: An Integrated View of Sales Management
- Part III Organizing Interactions with Customers
- Chapter 8 The Other Side of the Coin: On Developments in Procurement Practices and Their Implications for Sales
- Chapter 9 Successful and Value-creating Interplay between Buyer and Seller: Organizing Mutuality
- Chapter 10 Potential Business Improvements when Utilizing CRM Tools: and Challenges in Making It Happen
- Chapter 11 The Next Generation CRM Tools: Bridging the Gaps between Sales Needs and CRM Tools Architecture
- Part IV Organizing for Business Development and Extended Customer Offerings
- Chapter 12 Outside in — To Capture the In-betweens: Organizing the Sociotechnical Embedding Process of New Technology
- Chapter 13 Creating and Delivering Sustainable Customer Solutions: On Organizing Capabilities in the Era of Servitization
- Chapter 14 Marketing and Sales in Ambidextrous Organizations: Organizational Challenges from Digitalization?
- Part V New Perspectives on Marketing Organizing Processes
- Chapter 15 Toward a Conceptual Model for Analyzing Marketing Reorganization and Transition Processes
- Chapter 16 Organizing Marketing and Sales in a Networked Business World
- Chapter 17 Brand Orientation as a Method to Inspire, Change Culture, and Lead the Implementation of Solutions Business
- Chapter 18 Future Studies of Marketing and Sales Organization