Salesforce Organization and Customer Relationships Presentation
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Questions and Answers

What is the primary way Professor Hunter suggests for organizing the salesforce?

  • By focusing on technology
  • By hiring a large number of salespeople
  • By investing heavily in process automation
  • Through their desired relationships with customer accounts (correct)

    • In the context of sales strategy, what does Professor Hunter mention as the other elements that need to integrate with structure?

  • Marketing tactics
  • Customer service initiatives
  • Process, technology, and people (correct)
  • Financial planning

    • What key aspect of sales organization design is highlighted as driving much of what Professor Hunter talks about?

  • Optimization of organizations (correct)
  • Advertising campaigns
  • Product development
  • Market research

    • According to Professor Hunter, what perspective should be used in driving the relationship objective with the buying organization?

    <p>Shared interests from the buyer's perspective</p> Signup and view all the answers

    What role does Professor Hunter highlight in sales management as being related to relationships and structure?

    <p>The role of relationships in sales management</p> Signup and view all the answers

    What does Professor Hunter mention as one of the objectives he wants to reflect on during the presentation?

    <p>Relationships as one of the key components of sales strategy</p> Signup and view all the answers

    What does the OGSM framework stand for?

    <p>Objectives, Goals, Strategy, Measures</p> Signup and view all the answers

    Which of the following components is NOT part of the OGSM framework?

    <p>Growth</p> Signup and view all the answers

    What is the primary focus of the relationship objectives in sales strategy?

    <p>Achieving relationship objectives with customer accounts</p> Signup and view all the answers

    Why is having too few employees under a manager a concern?

    <p>It leads to excessive micromanagement</p> Signup and view all the answers

    What major impact does structure have on an organization's strategy?

    <p>Shaping business relationships</p> Signup and view all the answers

    What is the main purpose of designing and aligning processes in sales strategy?

    <p>To support relationship objectives</p> Signup and view all the answers

    How does the OGSM framework help managers in planning their operations?

    <p>By setting measurable goals for objectives</p> Signup and view all the answers

    Which aspect of an organization is primarily influenced by a mechanistic structural focus?

    <p>Efficiency</p> Signup and view all the answers

    What is the main concern when determining the vertical structure of a sales organization?

    <p>Number of sales managers levels</p> Signup and view all the answers

    How does structure influence an organization's culture?

    <p>By shaping employee behavior</p> Signup and view all the answers

    Which component of strategy is heavily impacted by an organization's structure?

    <p>Process</p> Signup and view all the answers

    In organizational design, what does 'inter-organizational linkages' primarily refer to?

    <p>Partnerships between organizations</p> Signup and view all the answers

    What main function does the information and control systems serve in an organization?

    <p>Providing governance</p> Signup and view all the answers

    How does organizational structure impact the coordination of activities in a sales team?

    <p>By ensuring cross-functional collaboration</p> Signup and view all the answers

    What role do human resources policies play in sales organization design?

    <p>Focus on hiring and developing salespeople</p> Signup and view all the answers

    Why is understanding the buyer's journey crucial in structuring a sales organization effectively?

    <p>To identify activities that can impact purchasing decisions</p> Signup and view all the answers

    What are the three components of customer equity mentioned in the text?

    <p>Customer acquisition, customer expansion, and customer retention</p> Signup and view all the answers

    What is the primary goal of customer equity discussed in the text?

    <p>Driving profits and shareholder value</p> Signup and view all the answers

    What is Customer Lifetime Value (CLV) defined as according to the text?

    <p>The value a customer brings to a company over their entire relationship</p> Signup and view all the answers

    How is customer equity calculated according to the text?

    <p>Cash flow from the customer over the relationship minus associated costs</p> Signup and view all the answers

    What does General Motors estimate about a customer's relationship value based on the text?

    <p>A quarter million dollars</p> Signup and view all the answers

    In the context of customer equity, what is the significance of customer retention?

    <p>It contributes to long-term profits and shareholder value</p> Signup and view all the answers

    What is the role of sales organizations in driving customer equity according to the text?

    <p>Managing business-to-business customer relationships</p> Signup and view all the answers

    How does customer lifetime value contribute to customer equity?

    <p>By improving calculations that contribute to customer equity</p> Signup and view all the answers

    Why is developing relationships with the best customers emphasized in the text?

    <p>To grow mutual beneficial interests and add value to customer equity</p> Signup and view all the answers

    What does the text suggest is key to improving firm value through marketing programs?

    <p>Driving customer equity by enhancing relationships with existing customers.</p> Signup and view all the answers

    What is the main focus of procedural control?

    <p>Preventing interference from outside agents</p> Signup and view all the answers

    In the context of the text, who are gatekeepers?

    <p>People controlling the buying process</p> Signup and view all the answers

    What does a forward-looking firm primarily focus on?

    <p>Proactive strategies</p> Signup and view all the answers

    Why is the search for information crucial for businesses?

    <p>To impact their decision-making process</p> Signup and view all the answers

    How does procedural control affect the buying process?

    <p>By discouraging outside interference</p> Signup and view all the answers

    What role does the idea of a proactive focus play in businesses?

    <p>Fostering forward-looking strategies</p> Signup and view all the answers

    What is the main factor driving retention costs according to the text?

    <p>Duration of the customer relationship</p> Signup and view all the answers

    How does customer equity relate to sales, as described in the text?

    <p>Reflects the cash flow and costs over the customer's lifetime</p> Signup and view all the answers

    What is the purpose of building a sales structure according to the text?

    <p>To achieve relationship objectives with accounts</p> Signup and view all the answers

    In the context of business buyer-seller relationships, what does a full and complete overlap of interests between buyer and seller often lead to?

    <p>Increased merger possibilities</p> Signup and view all the answers

    Which concept helps in determining whether spending X amount of money on acquiring new customers is justified?

    <p>Customer equity analysis</p> Signup and view all the answers

    What is an important aspect of designing structure in business relationships as mentioned in the text?

    <p>Promoting relationship objectives integration</p> Signup and view all the answers

    How do most business buyer-seller relationships exist according to the text?

    <p>On a continuum between full overlap and no overlap of interests</p> Signup and view all the answers

    What is the significance of promoting shared interests in business relationships as mentioned in the text?

    <p>Enhancing merger possibilities</p> Signup and view all the answers

    What determines whether firms merge in business buyer-seller relationships according to the text?

    <p>Shared interests and overlap between buyer and seller goals</p> Signup and view all the answers

    What are the four major ways of creating and strengthening linkages across organizations?

    <p>Cooperation, legal bonds, relationships, specific adaptations</p> Signup and view all the answers

    In the buyer's decision-making process, what typically happens after they evaluate different alternatives?

    <p>They reassess their needs</p> Signup and view all the answers

    Why is it important to maintain a relational cycle with the buyer even after the sale is completed?

    <p>To evaluate supplier performance</p> Signup and view all the answers

    What is the main focus of the second block mentioned in the text?

    <p>Understanding buyers' procurement and decision-making processes</p> Signup and view all the answers

    How do strong linkages across organizations affect firm boundaries?

    <p>They blur firm boundaries</p> Signup and view all the answers

    What does the buyer typically do after determining some decision criteria?

    <p>Evaluate different alternatives</p> Signup and view all the answers

    What is one of the main reasons for blurring boundaries between firms?

    <p>To enhance coordination and collaboration</p> Signup and view all the answers

    Why is it essential to understand buyers' procurement processes according to the text?

    <p>To structure around serving customers effectively</p> Signup and view all the answers

    Which of the following is NOT a stage of the buyer's decision-making process as described in the text?

    <p>Assessing supplier performance</p> Signup and view all the answers

    What is one potential outcome of maintaining strong linkages across organizations, as mentioned in the text?

    <p>Fostering innovation and adaptation</p> Signup and view all the answers

    What does customer equity represent for a firm?

    <p>The total discounted lifetime value of all of its customers</p> Signup and view all the answers

    How is customer equity estimated?

    <p>By computing the net present value of cash flows derived from customer relationships</p> Signup and view all the answers

    Which factor is NOT considered when computing inflows for customer equity?

    <p>Number of employees in the firm</p> Signup and view all the answers

    What is considered an achievement that generates substantial value for the firm?

    <p>Turning a new client into an advocate</p> Signup and view all the answers

    How are outflows computed in the context of customer equity?

    <p>Through the total amount of money spent on customer relationships</p> Signup and view all the answers

    What is the formula for estimating the lifetime value of a customer?

    <p>$Inflows - Outflows$</p> Signup and view all the answers

    What does 'marin' represent in the computation of inflows?

    <p>'Marin' is the margin on purchases</p> Signup and view all the answers

    Why are inflows computed based on net present value?

    <p>To represent future cash flows in today's terms</p> Signup and view all the answers

    What is the significance of turning a new client into an advocate?

    <p>It generates substantial value for the firm</p> Signup and view all the answers

    What is represented by 'capital Q' in computing inflows?

    <p>The number of products sold per period</p> Signup and view all the answers

    What type of negotiation focuses on serving our own self-interest?

    <p>Competitive negotiations</p> Signup and view all the answers

    What is a key component for successful relationships according to the text?

    <p>Personal trust</p> Signup and view all the answers

    What type of trust is more important in business-to-consumer selling?

    <p>Affective commitment</p> Signup and view all the answers

    What concept fits best with a strategy of pursuing mutually-beneficial interests?

    <p>Cooperative negotiations</p> Signup and view all the answers

    What is the focus of personal trust according to the text?

    <p>Affective commitment</p> Signup and view all the answers

    Why is efficacy of proposed solutions important in business relationships?

    <p>To deliver promised results</p> Signup and view all the answers

    What does business trust primarily focus on?

    <p>Building a better partnership</p> Signup and view all the answers

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