Discuss the role of customer relationship management (CRM) technology in minimizing customer complaints.

Introduction:

In this task, you will use the “MindEdge Blue Ridge Coffee Company” case study. You will need to read the entire case study.

As a newly hired consultant, you have been tasked with analyzing the performance of the current sales force and preparing training to address the problems and shortcomings of the sales process for Blue Ridge Coffee Company (BRC) Wholesale.

In this task, you will develop a presentation based on the sales and performance data from the case study to be presented to the current BRC sales force as part of ongoing training. Your presentation will address the problems and shortcomings of the sales force and propose corrective actions.

Task:

Prepare a multimedia presentation (e.g., Powerpoint, Keynote) (suggested length of 15–20 slides) in which you do the following:

Note: The slides in your presentation should include only the main points you wish to make, with more extensive information included in the presenter notes section of the presentation.

A. Analyze the sales and performance data for the current sales force.

1. Discuss relevant data for each of the following categories:

• Territory

• Sales team

• Sales person

• Product line

2. Discuss which ratios to use to evaluate the sales performance of a sales team.

B. Discuss the most significant customer problems being experienced by the current sales force.

1. Recommend solutions for the correction of current problems revealed by the sales and performance data.

a. Discuss the role of customer relationship management (CRM) technology in minimizing customer complaints.

C. Analyze the critical performance shortcomings of the current sales force.

1. Discuss key actions needed to eliminate the performance shortcomings revealed by the sales and performance data.

D. Discuss necessary changes for improving sales force performance. Include the following in your discussion:

• Common ways to prospect sales opportunities

• Key factors in a buying organization’s decision-making process

• Key factors in the selling process

E. Include presenter notes for each slide.

F. If you use sources, include all in-text citations and references in APA format.

Note: Please save word-processing documents as *.rtf (Rich Text Format) or *.pdf (Portable Document Format) files.

Note: When bulleted points are present in the task prompt, the level of detail or support called for in the rubric refers to those bulleted points.

Note: For definitions of terms commonly used in the rubric, see the Rubric Terms web link included in the Evaluation Procedures section.

Note: When using sources to support ideas and elements in a paper or project, the submission MUST include APA formatted in-text citations with a corresponding reference list for any direct quotes or paraphrasing. It is not necessary to list sources that were consulted if they have not been quoted or paraphrased in the text of the paper or project.

Note: No more than a combined total of 30% of a submission can be directly quoted or closely paraphrased from sources, even if cited correctly. For tips on using APA style, please refer to the APA Handout web link included in the General Instructions section.

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