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Sales force management systems are information systems used in CRM marketing and management that help automate some sales and sales force management functions. They are often combined with a marketing information system, in which case they are often called customer relationship management (CRM) systems.
A SFA, typically a part of a company’s customer relationship management system, is a system that automatically records all the stages in a sales process.
The process usually starts from specific sales targets. The command center analyzes the inputs and outputs established from a modeled control process and the sales force. The control process enables the sales force to establish performance standards, measuring actual performance, comparing measured performance against established standards and taking corrective action. The sales managers adjust their actions based on the overall process.
Aside from the control process, the following metrics are implemented:
1. Time management— Accurately measures the tasks and the fraction of time needed for each task.
2. Call management— Plan for customer interaction accounts for the fraction of command center reps that comply with the process and have successful calls.
3. Opportunity management— If the process is followed correctly then a sales opportunity exists. The fraction of command center reps that use the tools, comply with the objective are all measured.
4. Account management— For multiple opportunities with a customer the account is measured by the tools, process, and objectives.
5. Territory management— For monitoring the account, the territory is measured by the number of account reps and prospective versus active customers.
6. Sales force management— Process includes training, IT systems, control, coaching, and is shared across several people and departments.
Five major activities are involved in staffing a sales force. They must be divided into related steps. The first step is plan the recruiting and selection process. The responsibilities associated with this step are generally assigned to top sales executives, the field sales manager or the human resources manager. The company wants to determine the number and type of people needed, which involves analyzing the market and the job and preparing a written job description.
The qualifications of the job must be established to fill the job. Second, the recruiting phase includes identifying sources of recruits that are consisted with the type of person desired, selecting the source to be used and contacting the recruits. You need to weigh out the options and evaluate its potential effectiveness versus its costs. Third, select the most qualified applicants.
The selection phase has three steps, in the planning phase there may be qualifications specified and in the first step it is necessary to design a system for measuring the recruits against the standards from the planning phase. Then the system must be put into effect with the new applicants and then making the actual selection is the final step.
