Sales Support Operations - James Martin

This book helps sales professionals, support teams, process improvement experts, and internal consultants to reduce operational complexity to improve sales operations. In addition to proven process methodologies, it discusses how to integrate leading-edge technologies, such as Artificial Intelligence (AI), work task mining, digitalization, and data governance to reduce process complexity and friction. It is estimated that salespeople spend less than 50% of their time selling products or services. For some organizations, this percentage is as low as 30%. Non-selling time is spent on administrative activities and prospecting for new customers. Administrative activities include sales reporting, expediting orders for different reasons, handling customer inquiries and complaints, training, and working through many tools, processes, and teams needed to get information or work done. The goal of this book is to show ways to remove administrative work tasks from sellers to increase deal velocity, give back selling time, and reduce lead time from quote to cash. In parallel, the author discusses ways to automate these tasks using automation strategies, including AI for important work tasks, such as prospecting, lead management, creating quotes and proposals, preparing and managing customer meetings, and similar work. This book enhances customer, sales, support teams, and stakeholder satisfaction.
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