Abstract: Inside sales are remote sales that are performed using different communication technologies. Since there is no traditional face-to-face interaction between the salesperson and the lead (i.e., the potential customer), it is vital that the leads, which are costly to obtain and a precious commodity, are managed properly. Leads management is usually operationalized using information technology tools called lead management systems. There is a need to understand the impact of lead management systems on inside sales performance as well as to identify key drivers and enablers of inside sales performance. This research develops a conceptual model to investigate the impact of lead management systems on inside sales performance through mediating mechanisms of task characteristics (call productivity and lead follow-up), selling behaviour (adaptive selling) and salesperson characteristics (salesperson’s competency). The findings of this research contributes to the inside sales literature, and educates practitioners in the inside sales industry on sales technology approaches and factors that enhance sales performance.
Keywords: Inside Sales, Lead Management Systems, Sales Performance, Conceptual Model
Download this article: JISAR - V9 N1 Page 4.pdf
Recommended Citation: Ohiomah, A. A., Benyoucef, M., Andreev, P. (2016). Driving Inside Sales Performance with Lead Management Systems: A Conceptual Model. Journal of Information Systems Applied Research, 9(1) pp 4-15. http://jisar.org/2016-9/ ISSN: 1946-1836. (A preliminary version appears in The Proceedings of CONISAR 2015)