Part I: Sales Organization Value Creation 1. Sales ¿ A Vital Component of the Customer Value Proposition 2. Sales Must Enhance the Customer Experience 3. Ethics - An Essential Component of Value Creation Part II: Salesperson- Customer Interface 4. The Salesperson-Customer Relationship in Transition 5. Internationalizing the Salesperson-Customer Interface 6. The High Touch or High Tech Customer Interface Conundrum Part III: Sales Force Strategy 7. The Role of Sales in Marketing Strategy 8.

The Effective Sales ¿ Marketing Relationship 9. Extending the Sales Strategy to VARS and Other Channel Members Part IV: Sales Process 10. The Selling Process in the New Millennium 11. Aligning Salespeople with the New Sales Process 12. New Models of Salesperson Motivation Part V: Sales Technology 13. Technology Redefines the Salesperson-Customer Relationship 14. The Use and Misuse of Technology in Sales 15. The Role of Sales in the Digital Social Environment Part VI: Strategic Account Management 16.

The Critical Role of SAM in Maintaining the Customer Relationship 17. The Unique Qualifications of a Successful Strategic Account Manager 18. The Inherent Conflict Between SAM and Local Salespeople Part VII: Sales Leadership 19. The Revolution in Sales Leadership 20. Hire or Develop tomorrow¿s Sales Leaders 21. Sales Leadership in a Small Business Environment Part VIII: Sales Performance and Effectiveness 22. Defining Performance in a Customer-Centric Organization 23. The Battle Between Salesperson Efficiency and Effectiveness 24.

24/7 Salespeople and Performance Effectiveness Part IX: Sales Measurement 25. Sales Analytics Connect to Marketing Analytics 26. Key Sales Metrics in the New Sales Environment 27. The Sales Performance Dashboard.