Page 368 - DMGT308_CUSTOMER_RELATIONSHIP_MANAGEMENT

Unit 14: Sales Force Automation

14.5 Review Questions Notes

1. What do you understand by sales force automation?
2. Describe the important features of sales force automation system.

3. Discuss the advantages and disadvantages of sales force automation.
4. How is SFA important for a business?
5. What are the emerging technological advancements in SFA?
6. Discuss the general concept of SFA.
7. How far is the scope of SFA reached?

8. Is SFA used in manufacturing companies?
9. What is SFA included in CRM strategy?
10. What is meant by synchronization?

Answers: Self Assessment

1. Sales force automation 2. Application

3. Mobile Server 4. Lodish
5. False 6. True
7. True 8. True
9. Delivery instructions 10. Mobile server

11. Sales process 12. Automatic
13. Advantage 14. Data
15. Feature

14.6 Further Readings

Books Alex Berson, Stephen Smith, Kurt Thearling, Building Data Mining Applications,
2004.
Chaturvedi & Chaturvedi, Customer Relationship Management, 2005, Excel Books,
New Delhi.

Mohammed, H. Peeru and A Sagadevan, Customer Relationship Management, 2004,
Vikas Publishing House, New Delhi.
Paul Greenberge, CRM – Essential Customer Strategies for the 21st Century, 2005,
Tata McGraw Hill.
William, G. Zikmund, Raymund McLeod Jr.; Faye W. Gilbert, Customer Relationships
Management, 2003, Wiley.

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