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Best and worst practices in sales and customer management
This work bridges the gap between the well-known Newtonian mechanics and the studies on chaos, ordinarily reserved to experts. Several topics are treated: Lagrangian, Hamiltonian and Jacobi formalisms, studies of integrable and quasi-integrable systems.

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"Excellence in Sales" is an integrated management approach for professional sales organisations. The authors collected best and worst practices in sales and customer management. The concept for true excellence in sales is relying on a set of levers which are explained in a systematic manner. Readers get the chance to compare their solutions with the worldwide top performers. Illustrations and numerous recommendations for implementation show how to improve the overall performance of companies.

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Introduction: excellence in sales and customer management

Top 10 success factors for excellence in sales

Sales as a topic that affects the entire company

The relation between marketing and sales strategy

Developing successful sales strategies

Information management

Customer segmentation

Defining process goals for customer segments

Designing sales processes

Managing sales structures

Support systems

Leadership in sales

Operational selling

What sales representatives can learn from professional athletes

Summary and outlook

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Holger Dannenberg is Managing Partner of the Executive Board of Mercuri International Deutschland GmbH.
Dr. Dirk Zupancic is Professor of Management at Heilbronn Business School, Germany, senior lecturer of business administration and head of the competence centre BtoB Marketing and Sales at the University of St. Gallen, Switzerland.

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