The salesperson's role in preventing B2B client switching

Research output: Contribution to conferencePaper

Abstract

This exploratory paper examines how the salespersons actions or inappropriate actions influence B2B clients switching decision. In-depth interviews with both salespersons and clients who have switched provide the data. N-Vivo was used to assist with the analysis. Clients identified several key factors that resulted in their switching decision which included a breach of trust, lack of continuity and poor communication skills. Factors identified by salespeople and clients that lead to loyalty stemmed from providing industry knowledge and educating the client about the delivery processes. This qualitative study is based on actual behaviour and analyses responses from both salespersons and B2B clients.

Conference

Conference2009 National Conference in Sales Management
CountryUnited States
CityNorfolk
Period25/03/0928/03/09

Fingerprint

Salesperson
Factors
Qualitative study
Salespeople
Continuity
Breach
Communication skills
Loyalty
In-depth interviews
Industry

Keywords

  • B2B client switching
  • role of salesperson
  • sales management

Cite this

Marck, M. (2009). The salesperson's role in preventing B2B client switching. Paper presented at 2009 National Conference in Sales Management , Norfolk, United States.
Marck, Michael. / The salesperson's role in preventing B2B client switching. Paper presented at 2009 National Conference in Sales Management , Norfolk, United States.
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abstract = "This exploratory paper examines how the salespersons actions or inappropriate actions influence B2B clients switching decision. In-depth interviews with both salespersons and clients who have switched provide the data. N-Vivo was used to assist with the analysis. Clients identified several key factors that resulted in their switching decision which included a breach of trust, lack of continuity and poor communication skills. Factors identified by salespeople and clients that lead to loyalty stemmed from providing industry knowledge and educating the client about the delivery processes. This qualitative study is based on actual behaviour and analyses responses from both salespersons and B2B clients.",
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Marck, M 2009, 'The salesperson's role in preventing B2B client switching' Paper presented at 2009 National Conference in Sales Management , Norfolk, United States, 25/03/09 - 28/03/09, .

The salesperson's role in preventing B2B client switching. / Marck, Michael.

2009. Paper presented at 2009 National Conference in Sales Management , Norfolk, United States.

Research output: Contribution to conferencePaper

TY - CONF

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AU - Marck, Michael

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Y1 - 2009/3/25

N2 - This exploratory paper examines how the salespersons actions or inappropriate actions influence B2B clients switching decision. In-depth interviews with both salespersons and clients who have switched provide the data. N-Vivo was used to assist with the analysis. Clients identified several key factors that resulted in their switching decision which included a breach of trust, lack of continuity and poor communication skills. Factors identified by salespeople and clients that lead to loyalty stemmed from providing industry knowledge and educating the client about the delivery processes. This qualitative study is based on actual behaviour and analyses responses from both salespersons and B2B clients.

AB - This exploratory paper examines how the salespersons actions or inappropriate actions influence B2B clients switching decision. In-depth interviews with both salespersons and clients who have switched provide the data. N-Vivo was used to assist with the analysis. Clients identified several key factors that resulted in their switching decision which included a breach of trust, lack of continuity and poor communication skills. Factors identified by salespeople and clients that lead to loyalty stemmed from providing industry knowledge and educating the client about the delivery processes. This qualitative study is based on actual behaviour and analyses responses from both salespersons and B2B clients.

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M3 - Paper

ER -

Marck M. The salesperson's role in preventing B2B client switching. 2009. Paper presented at 2009 National Conference in Sales Management , Norfolk, United States.