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

Nikala Lane and Nigel Piercy

European Management Journal, 2004, vol. 22, issue 6, 659-668

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.

Keywords: Strategic; customer; management; Sales; Intelligence; Interface; Integration; Key; account; management (search for similar items in EconPapers)
Date: 2004
References: Add references at CitEc
Citations: View citations in EconPapers (2)

Downloads: (external link)
http://www.sciencedirect.com/science/article/pii/S0263237304001100
Full text for ScienceDirect subscribers only

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:eee:eurman:v:22:y:2004:i:6:p:659-668

Ordering information: This journal article can be ordered from
http://www.elsevier.com/wps/find/journaldescription.cws_home/115/bibliographic
http://www.elsevier. ... me/115/bibliographic

Access Statistics for this article

European Management Journal is currently edited by Michael Haenlein

More articles in European Management Journal from Elsevier
Bibliographic data for series maintained by Catherine Liu ().