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| Twenty-First-Century Sales Force Management | |
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| Introduction to Sales Management and Its Evolving Roles | |
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| What Is Sales Management? | |
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| Types, Titles, and Hierarchical Levels of Sales Managers | |
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| Responsibilities and Duties of Sales Managers | |
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| Expanding Roles of Sales Managers | |
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| What Qualities Are Needed to Be a Sales Manager? | |
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| Integrating Sales Management and Marketing Management | |
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| Monitoring and Adapting to the Macroenvironment | |
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| How Well Are Sales Managers Performing? | |
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| Developing Sales Managers for the New Millennium | |
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| Simpson Machine Tool Company: Sales Management Seminar | |
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| Centroid Computer Corporation: The New Sales Manager | |
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| Managing Ethics in a Sales Environment | |
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| What Is Business Ethics? | |
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| Salespeople Are Boundary Spanners | |
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| Applying Professional Sales Codes of Ethics | |
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| Ethical Philosophies and Moral Judgments | |
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| Creating an Ethical Work Climate | |
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| Managing the Ethical Climate | |
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| Legal Considerations in the Sales Environment | |
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| Practicing Good Ethics Among the Sales Force | |
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| Billings Pharmaceuticals: Customer Vulnerability and Moral Equity | |
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| J&R Company: Unethical Sales Practices | |
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| Customer Relationship Management and Building Partnerships | |
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| What Is CRM? | |
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| Relationship Orientations and tCRM. | |
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| CRM and Repeat Business | |
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| CRM, Customer Loyalty, and Lifetime Value | |
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| CRM and Selling | |
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| Technology and CRM Programs | |
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| CRM Successes and Failures | |
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| Cosair Gas Distributors: Problems with a CRM System Installation | |
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| TC's Bookings: Getting the Most Out of a CRM System | |
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| The Selling Process | |
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| Updating the Roles of Salespeople | |
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| What Salespeople Do: Stages of the Personal Selling Process | |
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| Applying CRM to the Personal Selling Process | |
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| Solex-Digital: Effective Negotiation Strategies | |
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| Dasseaux Pharmaceuticals: Relationship Versus Transactional Selling | |
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| Organizing And Developing The Sales Force | |
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| Sales Forecasting and Budgeting | |
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| Sales Forecasting and Its Relationship to Operational Planning | |
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| Forecasting Approaches and Techniques | |
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| Evaluating Forecasting Approaches | |
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| Sales Budget Planning | |
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| Preparing the Annual Sales Budget | |
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| AKAMAI Corporation: Developing Sales Forecasts | |
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| Global Container Corporation: Creative Sales Forecasting | |
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| Sales Force Planning and Organizing | |
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| Purpose and Levels of Organization Planning | |
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| Sales Management Planning Process | |
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| Causes of Unsuccessful Planning | |
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| Organizing the Sales Force | |
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| PlayMart Toyz: Building a Sales Organization | |
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| Wild Willie "Juiced" Drinks: Planning for Sales Growth | |
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| Time and Territory Management | |
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| Improving Sales Productivity | |
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| Establishing Sales Territories | |
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| Setting Up Sales Territories | |
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| Revising Sales Territories | |
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| Self-Management | |
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| Time Management and Routing | |
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| Manufacturers Insurance Group: Developing Territories | |
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| SalesTech, Inc.: Coping with Growth | |
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| Recruiting and Selecting the Sales Force | |
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| Importance of Recruiting and Selection | |
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| The Recruitment Process | |
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| Sources of Salespeople | |
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| The Sales Force Selection Process | |
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| Making the Selection | |
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| Sales Force Socialization | |
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| Vector Marketing Corporation: Recruiting and Selecting College Students | |
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| R3 Technology: Improving Recruitment and Selection | |
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| Managing and Directing Sales Force Efforts | |
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| Training the Sales Force | |
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| Importance of Sales Training | |
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| Developing and Implementing Sales Training | |
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| Making Training Delivery Decisions | |
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| Choosing Instructional Methods | |
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| Preparing, Motivating, and Coaching Trainees | |
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| Evaluating Training Programs | |
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| Sales Training Challenges for Global Companies | |
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| Hops Distributors, Inc.: Getting the Blend Right! Case | |
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| Midwest Auto Parts, Inc.: The Value of Sales Training | |
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| Sales Force Leadership | |
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| Foundations of Leadership | |
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| Supervision, Management, and Leadership | |
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| Leadership and Power | |
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| Applying Classical Leadership Theories to Twenty-First-Century Sales Management | |
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| Applying Contemporary Leadership Theories to Twenty-First-Century Sales | |
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| Management | |
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| Other Emerging Issues in Twenty-First-Century Sales Force Leadership | |
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| Communication | |
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| School Suppliers, Inc.: Leading a Diverse Sales Force | |
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| Case 10.2 ?hlins Chemicals: Leadership and Communication Problems | |
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| Sales Force Motivation | |
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| Foundations of Motivation | |
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| Applying Contemporary Motivation Theories to Sales Management | |
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| Using Rewards and Incentive Programs for Sales Force Motivation | |
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| Sales Force Motivation Strategies and Tools | |
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| Additional Perspectives in Twenty-First-Century Sales Force Motivation | |
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| Schindler Pharmaceuticals: Motivating the Sales Force | |
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| Sales Actions Software, Inc.: Motivating Salespeople in Different Career Stages | |
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| Sales Force Compensation | |
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| Sales Force Compensation Plans | |
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| Developing the Compensation Plan | |
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| Advantages and Disadvantages of Different Compensation Methods | |
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| Trends in Sales Compensation | |
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| Expense Accounts and Fringe Benefits | |
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| Syntel, Inc.: The Role of Compensation in Salesperson Turnover | |
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| Sun-Sweet Citrus Supply, Inc.: Compensation and Sales Expenses | |
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| Controlling and Evaluating Sales Force Performance | |
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| Sales Volume, Costs, and Profitability Analysis | |
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| Framework for Sales Force Organizational Audit | |
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| Sales Volume, Costs, and Profitability Analysis | |
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| Increasing Sales Force Productivity and Profits | |
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| Fabrizia Pasta Company: The Value of Financial Reports | |
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| J.B.'s Restaurant Supply: How CRM Data Is Used to Justify Change | |
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| Sales Force Performance Evaluation | |
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| Sales Force Performance Appraisal | |
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| A Contemporary Approach to Sales Force Performance Evaluation | |
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| Providing Feedback and Improving Sales Force Performance | |
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| Emerging Perspectives in Twenty-First-Century | |
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| Sales Force Performance Appraisals | |
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| FUTSUCO Electronics: Rewarding Performance | |
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| Midwest Risk Management: Performance Evaluation Systems | |
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| Notes | |
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| Glossary | |
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| Subject Index | |
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| Name Index | |