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Full-Text Articles in Business
Complementary Effects Of Crm And Social Media On Customer Co-Creation And Sales Performance In B2b Firms: The Role Of Salesperson Self-Determination Needs, Omar S. Itani, Ashish Kalra, Jen Riley
Complementary Effects Of Crm And Social Media On Customer Co-Creation And Sales Performance In B2b Firms: The Role Of Salesperson Self-Determination Needs, Omar S. Itani, Ashish Kalra, Jen Riley
Marketing Faculty Publications and Presentations
Highlights
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Social media, CRM technology & social CRM enrich the knowledge of salespeople.
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Social media, CRM technology & social CRM support value co-creation efforts.
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Knowledge mediates the effects of social media, CRM technology, and social CRM.
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Job autonomy & sales quota ease moderate the effect of knowledge on value co-creation.
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Value co-creation increases sales performance.
Abstract
This study examines the effects of salespeople's social media and customer relationship management (CRM) technology use on value co-creation through knowledge and the downstream impact on sales performance. Based on task-technology fit and self-determination theories, the findings reveal that social media, CRM technology, and …
Inside Sales Social Media Use And Its Strategic Implications For Salesperson-Customer Digital Engagement And Performance, Nawar N. Chaker, Edward L. Nowlin, Maxwell T. Pivonka, Omar S. Itani, Raj Agnihotri
Inside Sales Social Media Use And Its Strategic Implications For Salesperson-Customer Digital Engagement And Performance, Nawar N. Chaker, Edward L. Nowlin, Maxwell T. Pivonka, Omar S. Itani, Raj Agnihotri
Marketing Faculty Publications and Presentations
Highlights
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Inside salespeople rely on four main strategies when it comes to using social media in their roles to engage with customers.
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Inside sales strategic social media use leads to higher levels of customer digital engagement and, ultimately, performance.
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Firm digital technology resources may shape the effects of inside sales strategic social media use.
Abstract
The nature of inside sales has shifted, increasing in autonomy, importance, and scope. Moreover, buyers are changing their preferences from face-to-face interactions to virtual-based relationships, leading to a future full of opportunities for inside salespeople using social media. The practitioner literature suggests that inside sales …