Chapter 16, Problem 16.18CC

Summary Introduction

Case summary:

Company SG is a leading software and technology services company. It provides processing solutions for financial services industry, public organizations, and K-12 education. It trains their sales force that they consistently deliver strong customer growth and retention.

It enters into a new industry with an idea of disaster recovery backup center. This helps to provide the backup services for data systems     for many companies. With this, they achieved as an emerging business-to-business service provider with substantial sales force.

After globalization, it experienced the challenge that sales representatives of Company SG are to meet their client needs in insight. Company SG makes their sales-force as biggest asset and considers them as most important investment.

It adopts transformation strategy for hiring the sales people and it has revised their procedures, training tools, and metrics to make them consistent over the organization. It has a separate mechanism for measuring the performance and evaluating the capabilities.

It has followed separate rules for recruiting and training the existing sales force. This results in boosting the sales force effectiveness and by this the company achieved optimal sales force productivity.

To discuss: The market structure of Company SG before and after transformation.