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Full-Text Articles in Business Administration, Management, and Operations
Team Selling And Customer Satisfaction In The Mission Critical Sector: A Case Study Of Eyp Mission Critical Facilities Inc., Timothy J. Crader, Stephen M. Brown
Team Selling And Customer Satisfaction In The Mission Critical Sector: A Case Study Of Eyp Mission Critical Facilities Inc., Timothy J. Crader, Stephen M. Brown
WCBT Faculty Publications
This study examined the relationships between selling teams (STs) and customer satisfaction within the mission critical power design industry. The literature indicates that STs, which are considered a state of the art sales model, deserved further research. The SERVQUAL survey was used to measure customer satisfaction with EYP Mission Critical’s most strategic customers. The difference in customer satisfaction for customers serviced by STs and traditional sales personnel were compared. The investigation found support indicating that a ST approach had a positive relationship to increased customer satisfaction levels. Based on the results of the study, it is recommended that sales leaders …
Just Tell Me The Rules! Or When Did The Rules Change?, Valerie Christian
Just Tell Me The Rules! Or When Did The Rules Change?, Valerie Christian
WCBT Faculty Publications
Anne is an experienced direct marketer. Just promoted to CEO, Anne proves to be naïve in managing The ABC Catalog Company, despite her twenty years of experience with the company. She prefers to set simple, straightforward rules for her direct reports to follow. Her management philosophy has been influenced by advice from her mentor and by her personal experiences working with her direct reports when they were her colleagues. According to Anne “The big picture is for her (and perhaps her newly-appointed and trusted CFO, Jeff) to worry about.” Anne feels that many of her direct reports are incapable or …