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Achieving a Strategic Sales FocusContemporary Issues and Future Challenges$
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Kenneth Le Meunier-FitzHugh and Tony Douglas

Print publication date: 2016

Print ISBN-13: 9780198706632

Published to Oxford Scholarship Online: August 2016

DOI: 10.1093/acprof:oso/9780198706632.001.0001

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PRINTED FROM OXFORD SCHOLARSHIP ONLINE (oxford.universitypressscholarship.com). (c) Copyright Oxford University Press, 2021. All Rights Reserved. An individual user may print out a PDF of a single chapter of a monograph in OSO for personal use. date: 24 October 2021

The impact of technology and social media for sales

The impact of technology and social media for sales

(p.137) 9 The impact of technology and social media for sales
Achieving a Strategic Sales Focus

Tony Douglas

Kenneth Le Meunier-FitzHugh

Oxford University Press

This chapter is mainly concerned with the impact of technology on the sales function. The term ‘sales technology’ covers not only sales force automation (SFA) and CRM (customer relationship management) systems, but also order processing, web sales, social media communications, and managing market information. There is an argument to indicate that SFA is primarily concerned with managing transactional sales, while CRM systems facilitate relational activities and this proposition is explored. We also look at systems that can be put in place to reduce risk and to increase customer knowledge and knowledge management. The chapter also focuses on the effect of social media on sales processes and on salespeople, who may find the new sales channels challenging to operate. We therefore consider the impact of new communication technologies on the traditional activities of sales and the developing role of social media in selling.

Keywords:   sales technology, sales force automation, SFA, customer relationship management, CRM, social media and selling

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