SALES PROCESS ENGINEERING DEFINITION & OVERVIEW |
 Sales process engineering: "Sales process engineering has been described as “the systematic application of scientific and mathematical principles to achieve the practical goals of a particular sales process". Selden (in Sales Process Engineering: A Personal Workshop ) pointed out that in this context, sales referred to the output of a process involving a variety of functions across an organization, and not that of a “sales department” alone. Primary areas of application span functions including sales, marketing, and customer service. Variations of this brief description are possible, but described as such, the discipline is consistent with other published definitions of engineering and its many well-established branches, but relatively new in its focus.
Since the early 1990s, the primary emphasis of sales process engineering has been on applying relevant engineering tools to the design and improvement of sales, marketing and customer service processes. The upturn in interest in applying a more systematic approach to these areas was spurred by a number of factors, including:
- the advent of portable computing devices, laptop and personal computers in the 1990’s
- the development of software that enabled the creation, connection, and analysis of related databases (e.g., Customer relationship management, Database marketing)
- the relatively large share of expenses consumed by sales, marketing and customer service functions as a proportion of many budgets
- the realization that a careful approach is required in order to get a return (financial or otherwise) on investments in automation
- the recognition that alternatives to automation exist, and that at that very least, a process can often benefit from improvement at little cost through policy, practice, or procedural changes, prior to the introduction of more expensive technology" Reference
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