Research Report

There are two different types of sales managers, those that wait and react to a situation after it occurs and those who proactively engage themselves to ensure their sales team ...

Culture influences many aspects of an organization. Unlike the tangible outcome measures that determine profitability, market share, or the value of good will, culture ...

The sales function has probably the greatest single operating impact on the financial results of business. What business needs is a salesforce driven by productivity ...

In business organizations, the relationship between marketing and sales personnel is often sub-optimal. Marketers view their sales counterparts as short-term, tactically-focused while ...

Sales force retention is a critical objective facing managers. The costs of high turnover rates can be substantial and include lost sales, abandoned sales territories and costs ...

A two-sided study of emotional intelligence with agents and clients reveals that only 26% of the pairs operate on the same "emotional wavelength" and 46% of agent-client ...

There is a longstanding belief in the service industry that in order to gain loyalty from customers, companies must "delight" them with customer service that goes above and ...

In most service businesses customers' perceptions of a corporate brand depend highly on the behavior of frontline staff. Service firms face the challenge of having employees ...