Linked e-resources
Details
Table of Contents
Intro
Foreword
Preface
Contents
List of Figures
Introduction
References
1: Basic Thoughts on Agility in Sales
1.1 Common Understanding as a Foundation
1.2 What the Agile Manifesto Means for the Sales Department
1.2.1 Individuals and Interactions
1.2.2 Functional Products
1.2.3 Cooperation with the Customer
1.2.4 Adaptation to Change
1.2.5 Implementation Possibilities in Sales and Distribution
1.3 The Three Sides of the Coin Agility
1.3.1 One Side of the Coin: Conventional View
1.3.2 The Other Side of the Coin: Complementary View
1.3.3 The Third Side: The Dynamics of Duality
References
2: The End of Sales as You Know It Today
2.1 What Buyers Really Want Today
2.1.1 B2C Customers
2.1.2 B2B Customers
2.1.3 Expectation Versus Performance
2.2 How Much Agility Is Already in It?
2.3 The Contradiction of Requirements
References
3: The Distribution of the Future
3.1 Value Creation from the Customer's Point of View
3.2 Offering Digital Solutions Instead of Selling Products
3.2.1 Transparency
3.2.2 Human Care
3.2.3 Individuality
3.2.4 Commitment and Appreciation
3.3 Offline Selling 4.0
3.4 Customer Care: Service Center 4.0
3.4.1 The Future Demands on Customer Service
3.4.2 From Call Slave to Expert for the Customer
3.4.3 Agile Service Teams
3.5 Learning from Others
3.5.1 Elizitation: Working Out the Strategy of the Model in Small Steps
3.5.2 Utilisation: Adapting the Strategy to the Product and Culture
3.5.3 Installation: Learning and Adopting the Utilised Strategy
3.6 Models: You Can Learn Modern Customer Loyalty from These Companies
3.6.1 Amazon
3.6.2 Team Bank: EasyCredit
3.6.3 OBI DIY Store
3.6.4 Nike
3.6.5 Thomann
3.6.6 HP Inc.
3.6.7 BestSecret
3.6.8 PayPal Versus Paydirekt
3.6.9 Zalando
3.7 New Strategies for Customer Retention
Responding to Requests
3.7.1 Curated Offers
3.7.2 Being a Coach
3.7.3 Automated Conversion
3.7.4 Conveying Exclusivity
3.7.5 Offer Appreciation
References
4: What Hinders Change
4.1 The Six Errors of Reasoning
4.1.1 The Linear Fallacy
4.1.2 Incorrect Centre of Gravity or Repair Service Behaviour
4.1.3 Non-observance of the Remote and Secondary Effects
4.1.4 Central Reduction, Encapsulation
4.1.5 Vague Objectives, Conflicting Objectives
4.1.6 False Hypotheses
4.2 The Four Resistors
4.2.1 Dysfunctional Resistance
4.2.2 Resistance of Interests
4.2.3 Overload Resistance
4.2.4 Objection Resistance
4.3 The Competition Syndrome
4.4 Association and Collaboration
4.5 How to Remove the Obstacles
References
5: Agile Culture Change in Sales
5.1 The Three Cultural Levels
5.1.1 First the Culture, then the Structure
5.1.2 Against the Downward Spiral
5.2 The Lighthouse Model
Foreword
Preface
Contents
List of Figures
Introduction
References
1: Basic Thoughts on Agility in Sales
1.1 Common Understanding as a Foundation
1.2 What the Agile Manifesto Means for the Sales Department
1.2.1 Individuals and Interactions
1.2.2 Functional Products
1.2.3 Cooperation with the Customer
1.2.4 Adaptation to Change
1.2.5 Implementation Possibilities in Sales and Distribution
1.3 The Three Sides of the Coin Agility
1.3.1 One Side of the Coin: Conventional View
1.3.2 The Other Side of the Coin: Complementary View
1.3.3 The Third Side: The Dynamics of Duality
References
2: The End of Sales as You Know It Today
2.1 What Buyers Really Want Today
2.1.1 B2C Customers
2.1.2 B2B Customers
2.1.3 Expectation Versus Performance
2.2 How Much Agility Is Already in It?
2.3 The Contradiction of Requirements
References
3: The Distribution of the Future
3.1 Value Creation from the Customer's Point of View
3.2 Offering Digital Solutions Instead of Selling Products
3.2.1 Transparency
3.2.2 Human Care
3.2.3 Individuality
3.2.4 Commitment and Appreciation
3.3 Offline Selling 4.0
3.4 Customer Care: Service Center 4.0
3.4.1 The Future Demands on Customer Service
3.4.2 From Call Slave to Expert for the Customer
3.4.3 Agile Service Teams
3.5 Learning from Others
3.5.1 Elizitation: Working Out the Strategy of the Model in Small Steps
3.5.2 Utilisation: Adapting the Strategy to the Product and Culture
3.5.3 Installation: Learning and Adopting the Utilised Strategy
3.6 Models: You Can Learn Modern Customer Loyalty from These Companies
3.6.1 Amazon
3.6.2 Team Bank: EasyCredit
3.6.3 OBI DIY Store
3.6.4 Nike
3.6.5 Thomann
3.6.6 HP Inc.
3.6.7 BestSecret
3.6.8 PayPal Versus Paydirekt
3.6.9 Zalando
3.7 New Strategies for Customer Retention
Responding to Requests
3.7.1 Curated Offers
3.7.2 Being a Coach
3.7.3 Automated Conversion
3.7.4 Conveying Exclusivity
3.7.5 Offer Appreciation
References
4: What Hinders Change
4.1 The Six Errors of Reasoning
4.1.1 The Linear Fallacy
4.1.2 Incorrect Centre of Gravity or Repair Service Behaviour
4.1.3 Non-observance of the Remote and Secondary Effects
4.1.4 Central Reduction, Encapsulation
4.1.5 Vague Objectives, Conflicting Objectives
4.1.6 False Hypotheses
4.2 The Four Resistors
4.2.1 Dysfunctional Resistance
4.2.2 Resistance of Interests
4.2.3 Overload Resistance
4.2.4 Objection Resistance
4.3 The Competition Syndrome
4.4 Association and Collaboration
4.5 How to Remove the Obstacles
References
5: Agile Culture Change in Sales
5.1 The Three Cultural Levels
5.1.1 First the Culture, then the Structure
5.1.2 Against the Downward Spiral
5.2 The Lighthouse Model