04-11-2014, 10:14 AM
Abstracts: Sales force automation is a technique of using software to automate the business task of sales, including order processing, information sharing, inventory monitoring and control, order tracking, customer management, sales forecast analysis and employee performance evaluation. These systems could increase customer satisfaction if they are used with wisdom. If the information obtained and analyzed with the system is used to create a product that matches or exceeds customer expectations, and the sales staff uses the system to service customers more expertly and diligently, then customers should be more satisfied with the company. This can provide a competitive advantage because customer satisfaction leads to increased customer loyalty, reduced customer acquisition costs, reduced price elasticity of demand, and increased profit margins.