| Author | Lam Thanh Truc |
| Note | A project study submitted in partial fulfillment of the requirements for the
degree of Master of Business Administration (Executive) in
International Business – Management of Technology (VN), School of Management |
| Publisher | Asian Institute of Technology |
| Abstract | Due to the continued financial crisis and last season’s bad weather conditions generated
high inventories within the customer base – these factors have made the market more
uncertain. This has a big impact to ScanCom business and customer retention management.
It is really exciting and competitive to build and sustain sales force success in the current
situation. Sales force is known as a core and important element in intensifying and
motivating business growth. A professional sales team has to adapt with the changes and
development factors, especially is technology information. Technology trends influence to
communication, sales activities, customer interaction, customer relationship management
and sales force management.
The purpose of this study is to enhance customer relationship management and sales
management at ScanCom International A/S. Drawing and analyzing on our experience by
interviewing and surveying with Sales people and Knowledge Management staff, we try to
identify the nature of the selling process, how the current customer information
management is, assess how good CRM’s benefits is that impacts to sales activities and
recommend some solutions to enhance CRM and sales management.
The results revealed that the ERP system have a critical impacts to the whole selling
process from the sales forecasting to customer complaint resolving. Furthermore, the
results also indicated that CRM has a crucial effect to sales productivity in both tangible
and intangible aspects, such as: monitor customer database, improve KPI management,
create opportunity development and help business growth. |
| Year | 2012 |
| Type | Project |
| School | School of Management (SOM) |
| Department | Other Field of Studies (No Department) |
| Chairperson(s) | Zimmermann, Willi;Badir, Yuosre |
| Examination Committee(s) | Khang, Do Ba |