How high‐tech Dictaphone salespeople use computers: a case study

Abstract

Compared with their predecessors, today's sales professionals have many more advanced technological tools available to them than ever. The age of computer automation has drastically impacted their lives. Most importantly, sales automation software has revolutionized the manual aspects of a suspecting and prospecting filing system (often referred to as a tickler file). In addition, the use of networks and access to Inter/intranets have bridged the gap between representatives operating in remote environments and their home office. This case study concentrates on these issues by focusing on Dictaphone Corporation's sales organization's use of current technology.

The impact of new technologies on customer satisfaction and business to business customer relationships: Evidence from the soft drinks industry

“…Spreadsheets for example were also useful for showing samples of a products sales and projected forecasts to prospective buyers. This confirms much of the literature that technology has not only improved the experience of working for the sales team by allowing the sales person to operate much more effectively and efficiently, by cutting out the manual paperwork and filing systems (Decormier and Quadrato, 2003), but it has also benefited clients as they can make a better judgement on purchase decisions by comparing sales data and having all information readily accessible in one place and on one laptop (Forster, 2000). All respondents agreed that client satisfaction has improved considerably due to the benefits of new technology and for the reasons outlined here.…”

“…Technology has already become an integral part of the selling function and has increasingly developed over the years for many organisations, especially in the sales industry. Decormier and Quadrato (2003) also quoted that today's sales professionals have many more advanced technological tools available to them than ever before. The age of computer automation has drastically impacted on lives and most importantly, sales automation software has revolutionized the manual aspects of the filling system.…”

“…The age of computer automation has drastically impacted on lives and most importantly, sales automation software has revolutionized the manual aspects of the filling system. Decormier and Quadrato (2003) state that before computers and SFA technology, sales representatives typically practised a manual method for recording leads and activities which was not always effective and certainly much less efficient. To further support this information, a national survey carried out by Keillor (1997a, b) highlighted the growing importance placed on technology in sales by sales people from a variety of industries.…”