Product details

The Sales Force Automation (SFA) project at Wesleyan came about largely as a result of competitive pressures. At the beginning of the case, Wesleyan had been relying on a large sales force, but the cost of supporting this team made it difficult for the society to compete in an increasingly competitive market place. The case details the implementation of Sales Force Automation at Wesleyan, focusing on some crucially important elements. These include the appointment of several directors including a managing director from outside the industry, a strategic review by consultants McKinsey which recommended significant sales force efficiency improvements, and the subsequent development and implementation of an SFA system. The case concludes with the results of the SFA project and with the society''s decision to proceed with a further investment in CRM as a result of the SFA initiative. This case contains colour exhibits. The case ''Total Customer Recognition: CRM at Wesleyan'' (502-021-1) describe the events that take place after the successful introduction of the SFA project.