CASE NOTES OF SALES FORCE AUTOMATION :

COMPETITIVE ADVANTAGE An advantage that a firm has over its competitors, allowing it to generate greater sales or margins and/or retain more customers than its competition. There can be many types of competitive advantages including the firm's cost structure, product offerings, distribution network and customer support SALES PROCESS This describes an approach to selling a product or service. The sales process has been approached from the point of view of an engineering discipline VALUE ADDED MANAGEMENT Value- ased !anagement "V !# is a customer-focused system built upon shared principles and core values, which is designed to instill an ownership culture within an organi$ation. Value- ased !anagement offers workers an opportunity to participate as first-class shareholders in the company's e%uity growth, and in monthly and annual profits on a profit center basis. CUSTOMER VALUE The difference between what a customer gets from a product, and what he or she has to give in order to get it. &t helps people and companies unlock their inner creative power and achieve ama$ing results. 'elative performance identifies how the product or service gives customer value relative to what competitors offer. &n order to generate more thought about customer value, and to reach out to a customer base, a business might promote a customer value proposition. The customer value proposition is basically a promise of benefits from a vendor to customers. ACCOUNTABILITY The obligation of an individual or organi$ation to account for its activities, accept responsibility for them, and to disclose the results in a transparent manner. &t also includes the responsibility for money or other entrusted property. PRODUCTIVITY A measure of the efficiency of a person, machine, factory, system, etc., in converting inputs into useful outputs. (roductivity is computed by dividing average output per period by the total

costs incurred or resources "capital, energy, material, personnel# consumed in that period. (roductivity is a critical determinant of cost efficiency.