Journal of Management Policy and Practice
The purpose of this research is to develop a framework explaining how technology can enable sales support. Sales support technology is often used to assist salespeople with a variety of transaction activities, such as prospecting, communicating, scheduling appointments, and processing orders. Sales support technology can be categorized as automation and facilitative technology. Our framework explains when a technology is appropriate for a particular sales activity based on workload and customization. It also proposes who should use a technology based on orientation towards sales revenue or cost control goals. Then, we develop managerial recommendations and propose directions for future research.
Original Publication Citation
Arndt, A., & Harkins, J. (2012). The role of technology in enabling sales support. Journal of Management Policy and Practice, 13(2), 66-73.
Arndt, Aaron D. and Harkins, Jason, "The Role of Technology in Enabling Sales Support" (2012). Marketing Faculty Publications. 1.