Which of the following practices has improved management of the customer pipeline?

Which of the following practices has improved management of the customer pipeline?
A . Reverse auctions
B . Sales force automation
C . Finite capacity planning
D . Point-of-purchase metrics

View Answer

Answer: B

Explanation:

Sales force automation (SFA) has significantly improved the management of the customer pipeline.

Here’s how:

Efficiency: Automates routine sales tasks such as order processing, tracking customer interactions, and managing sales leads, allowing sales teams to focus on selling.

Data Management: Provides a centralized system for storing customer information, sales history, and communication records, enhancing data accessibility and accuracy.

Pipeline Visibility: Offers real-time visibility into the sales pipeline, enabling better forecasting, opportunity management, and performance tracking.

Customer Relationship Management: Enhances customer relationship management by providing tools for personalized communication, follow-ups, and customer service.

By automating and streamlining the sales process, SFA helps in managing the customer pipeline more effectively, leading to improved sales performance and customer satisfaction.

Reference: Buttle, F., & Maklan, S. (2019). Customer Relationship Management: Concepts and Technologies. Routledge.

Homburg, C., Schäfer, H., & Schneider, J. (2008). "Sales excellence: Systematic sales management." Springer.