Customer relationship management (crm)'s impact on b to b sales professionals' collaboration and sales performance

Journal of Business-to-Business Marketing

Volumn 18, Issue 4, 2011, Pages 335-356

  Rodriguez, Michael ^a   Honeycutt Jr , Earl D ^a  

^a ELON UNIVERSITY   (United States)

Author keywords

B2B sales; collaboration; CRM; performance

Indexed keywords

EID: 84859082404     PISSN: 1051712X     EISSN: 15470628     Source Type: Journal    
DOI: 10.1080/1051712X.2011.574252     Document Type: Article

References (62)

1. Ahearne, M., Hughes, D. and Schillewaert, N. 2007. Why sales reps should welcome information technology: Measuring the impact of CRM-based IT on sales effectiveness. International Journal of Research in Marketing, 24: 336-349.
2. Ahearne, M., Jelinek, R. and Rapp, A. 2005. Moving beyond the direct effect of SFA adoption on salesperson performance: Training and support as key moderating factors. Industrial Marketing Management, 34: 379-388.
3. Ahearne, M. and Rapp, A. 2010. The role of technology at the interface between salespeople and consumer. Journal of Personal Selling and Sales Management, 30(2): 111-120.
4. Ahearne, M., Srinivasan, N. and Weinstein, L. 2004. Effect of technology on sales performance: Progressing from technology acceptance to technology usage and consequence. Journal of Personal Selling and Sales Management, 24: 297-310.
5. AMR, Research. 2010. CRM then and now. CRM Magazine, 4 July: 44-56.
6. Anderson, J. C. and Wynstra, F. 2010. Purchasing higher-value, higher-price offerings in business markets. Journal of Business-to-Business Marketing, 17(1): 29-61.
7. Baran, R. J., Galka, R. and Strunk, D. P. 2007. Principles of customer relationship management, Mason, OH: SouthWestern College Publications.
8. Barclay, D. W. 1991. Interdepartmental conflict in organizational buying: The impact of organizational context. Journal of Marketing Research, 27: 145-160.
9. Baron, R. M. and Kenny, D. M. 1986. The moderator-mediator variable distinction in social psychological research: Conceptual, strategic, and statistical considerations. Journal of Personality and Social Psychology, 51: 1173-1182.
10. Bland, B. (2009). Answers to five frequently asked questions about CRM project. Forrester Research, August. http://www.forrester.com/rb/Research/topic_overview_social_crm_goes_mainstream/q/id/55884/t/2
11. Beasty, C. (2006). How sales teams should use CRM www.destinationcrm.com
12. Behrman, D. N. and Perreault, W. D. Jr. 1982. Measuring the performance of industrial salespersons. Journal of Business Research, 10: 335-369.
13. Cannon, J. P. and Perreault, W. D. Jr. 1999. Buyer-seller relationships in business markets. Journal of Marketing Research, 36: 439-460.
14. Cassel, C., Hackl, P. and Westlund, A. H. 1999. Robustness of partial least squares method for estimating latent variable quality structures. Journal of Applied Statistics, 26: 435-446.
15. Chin, W. W. and Newsted, P. R. 1995. The importance of specification in causal modeling: The case of end-user computing satisfaction. Information Systems Research, 6(1): 73-82.
16. Chin, W. W. and Newsted, P. R. 2009. "Structural equation modeling analysis with small samples using partial least squares". In Statistical Strategies for Small Sample Research, Edited by: Hoyle, R. H. 307-341. Thousand Oaks, CA: Sage Publications.
17. Clark, W. R., Ellen, P. S. and Boles, J. S. 2010. An examination of trust dimensions across high and low dependence situations. Journal of Business-to-Business Marketing, 17: 215-248.
18. Corcoran, K. J., Petersen, L. K., Baitch, D. B. and Barrett, M. F. 1995. High performing sales organizations, Chicago: Irwin Professional Publishing.
19. Davis, F. D. 1989. Perceived usefulness, perceived ease of use, and user acceptance of information technology. MIS Quarterly, 13: 319-340.
20. Dewsnap, B. and Jobber, D. 2000. The sales-marketing interface in consumer packaged goods companies: A conceptual framework. Journal of Personal Selling and Sales Management, 20(2): 109-119.
21. Dickie, J. 2004. "Increasing sales effectiveness by blending CMM and CRM". In Defying the limits: The CRM project, Vol. 5, 58-60. San Francisco: Montgomery Research. Montgomery Research
22. Dickie, J. 2010. CSO insights, annual sales performance optimization studies, Denver, CO: CSO Insights.
23. Fornell, C. and Larcker, D. 1981. Structural equation models with unobservable variables and measurement error. Journal of Marketing Research, 18(1): 39-50.
24. Gartner Research. 2001. The CRM maturity model, Stamford, CT: Gartner Group.
25. Gopal, A., Bostrom, R. P and Chin, W. W. 1993. Applying adaptive structuration theory to investigate the process of group support systems use. Journal of Management Information Systems, 9(3): 45
26. Gschwandtner, L. B. 2010. How internal collaboration, organizational alignment, and good sales management skills can trump face time with customers. Selling Power, 3: 60-61.
27. Hair, J. F., Anderson, R. E., Tatham, R. L. and Black, W. C. 1998. Multivariate data analysis, 5th, Boston: Pearson Education.
28. Heine, M., Grover, V. and Malhortra, M. K. 2003. The relationship between technology and performance: A meta-analysis of technology models. Omega, 31: 189-204. http://www.information-management.com/infodirect/20000915/2705-7.html
29. Humbarger, T. 2000. Where is the ROI in CRM?. Information Management.,
30. Hunter, G. K. 1999. Sales technology, relationship-forging tasks, and sales performance in business markets, Unpublished dissertation, University of North Carolina at Chapel Hill.
31. Hunter, G. K. and Perreault, W. D. 2006. Sales technology orientation, information effectiveness, and sales performance. Journal of Personal Selling and Sales Management, 26(2): 95-113.
32. Ingram, T. N. 2004. Future themes in sales and sales management: Complexity, collaboration, and accountability. Journal of Marketing: Theory and Practice, 12(4): 18-28.
33. Jelinek, R., Mathieu, M. Ahearne, J. and Schillewaert, N. 2006. A longitudinal examination of individual, organizational, and contextual factors on sales technology adoption and job performance. Journal of Marketing Theory and Practice, 14(Winter): 7-23.
34. Jones, E., Brown, S. P., Zoltners, A. A. and Weitz, B. A. 2005. The changing environment of selling and sales management. Journal of Personal Selling and Sales Management, 25: 105-111.
35. Kotler, P., Rackham, N. and Krishmaswamy, S. 2006. Ending the war between sales and marketing. Harvard Business Review, 84(7/8): 68-78.
36. Lee, D. Y. 1997. The impact of poor performance on risk-taking attitudes: A longitudinal study with a PLS causal modeling approach. Decision Sciences, 28: 59-80.
37. Lee, H., Shin, B. and Higa, K. 2007. Telework vs. central work: A comparative view of knowledge accessibility. Decision Support Systems, 43: 687-700.
38. Li, K. W. P. 2001. The critical success factors of customer relationship management (CRM) technological initiative, 1-127. Montreal, Quebec, Canada: Thesis, John Molson School of Business, Concordia University.
39. Marcoulides, G. A. 1998. Quantitative methodology series: Modern methods for business research, Mahwah, NJ: Lawrence Erlbaum Associates.
40. Maltz, E. and Kohli, A. 2000. Reducing marketing's conflict with other functions: The differential effects of integrating mechanisms. Journal of the Academy of Marketing Science, 28: 479-492.
41. Nelson, S. 2004. "CRM is dead; long live CRM". In Defying the limits, 5th, Edited by: Freeland, J. 194-95. San Francisco: Montgomery Research.
42. Nunnally, J. C. 1978. Psychometric theory, New York: McGraw-Hill.
43. Peppard, J. 2000. Customer relationship management (CRM) in financial services. European Management Journal, 18: 312-327.
44. Peppers, D. and Rogers, M. 2004. Managing customer relationships: A strategic framework, Hoboken, NJ: John Willey & Sons.
45. Plouffe, C. R., Williams, B. C. and Leigh, T. W. 2004. Who's on first? Stakeholder differences in customer relationship management and the elusive notion of shared understanding. Journal of Personal Selling and Sales Management, 24: 323-338.
46. Pondy, L. R. 1967. Organizational conflict. Administrative Science Quarterly, 12(2): 167-179.
47. Reinartz, W., Haenlein, M. and Henseler, J. 2009. An empirical comparison of the efficacy of covariance-based and variance-based SEM. International Journal of Research in Marketing, 26: 332-344.
48. Rigby, D., Reichheld, K., Frederick, F. and Schefter, P. 2002. Avoid the four perils of CRM. Harvard Business Review, 80(2): 101-109.
49. Rogers, E. M. 1962. Diffusions of innovations, New York: Free Press.
50. Rouzies, D., Anderson, E., Kohli, A. K., Michaels, R. E., Weitz, B. A. and Zoltners, A. A. 2005. Sales and marketing integration: A proposed framework. Journal of Personal Selling and Sales Management, 15(2): 113-122.
51. Ryals, L. and Knox, S. 2001. Cross-functional issues in the implementation of relationship marketing through customer relationship management. European Management Journal, 19: 534-542.
52. Shoemaker, M. E. 2001. A framework for examining IT-enabled relationships. Journal of Personal Selling and Sales Management, 21: 177-185.
53. Sharma, A. and Sheth, J. N. 2010. A framework of technology mediation in consumer selling: Implications for firms and sales management. Journal of Personal Selling and Sales Management, 30(2): 121-129.
54. Stoddard, J. E., Clopton, S. W. and Avila, R. A. 2006. An analysis of the effects of sales force automation on salesperson perceptions of performance. Journal of Selling and Major Account Management, 6(Winter): 38-56.
55. Tanner, J. F., Ahearne, M., Leigh, T. W., Mason, C. H. and Moncrief, W. C. 2005. CRM in sales-intensive organizations: A review and future directions. Journal of Personal Selling and Sales Management, 35(2): 169-180.
56. Venkatesh, V. and Davis, F. D. 2000. A theoretical extension of the technology acceptance model: Four longitudinal field studies. Management Science, 46: 186-204.
57. Venkatesh, V., Morris, M. G., Davis, G. B. and Davis, F. D. 2003. User acceptance of information technology: Toward a unified view. MIS Quarterly, 27: 425-478.
58. th, Burr Ridge, IL: McGraw-Hill/Irwin.
59. Wildt, A. R., Lambert, Z. V. and Durand, R. M. 1982. Applying the jackknife statistics in testing and interpreting canonical weights, loadings, and cross loadings. Journal of Marketing Research, 19: 99-107.
60. Wold, H. 1982. "Soft modeling: The basic design and some extensions". In Systems under indirect observations: Causality, structure, prediction, Edited by: Wold, H. and Joreskog, K. G. Amsterdam, The Netherlands: Elsevier.
61. Yim, F. H.-K., Anderson, R. E. and Swaminathan, S. 2004. Customer relationship management: Its dimensions and effect on customer outcome. Journal of Personal Selling and Sales Management, 34: 263-278.
62. Zenkhe, P. 1999. Sapphire presentation, Philadelphia, PA: SAP Trade Show.