Chapter 1
Their Definition, History, and Uses
Chapter Overview
The aim of this chapter is to introduce readers to the various notions and concepts related to sales technologies. In particular, the chapter starts with defining sales technology, sales force automation (SFA), and customer relationship management (CRM), and delineates the similarities and differences between these concepts. Likewise, it examines CRM from both a technological and a strategic perspective. This is done in order to set out the boundaries of the topics examined in this book. Next, the chapter proceeds by giving a historical presentation of how sales technologies have evolved, from early applications to modern Internet-based solutions. This is followed ...
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