The Study Of Salesperson Performance Management

Customers are the core of all business activity of enterprises. Salespersons are the key factor in achieving successful product marketing. They bear very important tasks in the process of converting product to currency. They play an important role in establishing, maintaining and developing the relationship with customers. The thesis, from the perspective of customer relationship management, combined performance management theory, linked salespersons performance management practice, explored a customer-oriented salesperson performance management combining result and process.Chapter one points out the purpose and content of this study firstly. It describes the meaning of performance & performance management, the chrematistics of performance, factors of affecting performance secondly. Then it introduces several performance management models according to literature review: Object Management act, Key Performance Indicators act and Balance Scorecard Model (BSC). Then it described the type and Characteristics of salespersons. Finally it explains the significance of salespersons performance management. Chapter two analyzes the performance management process of our country.Then it analyzes the research of salespersons performance management. Current research on salespersons performance management can be divided three categories: research of method of salespersons performance evaluation; research of salespersons of different types enterprises performance management; Research of current salespersons performance indicators. It describes current problems about salespersons performance management.Chapter three is the key part of the thesis. First, It introduces the theory of customer relationship management. It includes the meaning of customer relationship management, customer life cycle, customer satisfaction and customer loyalty, types of customer relationship. Second, It discusses the development of customer relationship and salespersons performance. Third, it designs a set performance indicators. One is outcome indicators. It includes sales revenue, loan recovery, cost of sales rate, market share. The other is process indicators. It includes sales stability, customer required delivery, the number of customer complains, dealing with problems of customer, the number of visiting customer, success rate of visiting customer, provision of market information. Then in analysis salespersons performance standards, the principles in determining the weights of indicators and how to determine the weights of indicators when evaluating salespersons performance. At last, it discusses support enterprises should provide in the stage of pre-sale, sale, after-sale.Chapter four is about the application of salespersons performance management. Salespersons performance management can be used in several areas. One of the important is to how establish salespersons salaries. Salesperson performance is mainly connected with their commission and bonus.The thesis refers a lot of literate in the process of research, and investigates practice. Base on it, it do some research about how to strengthen salespersons process performance management from the perspective of customer relationship management, designs a set of result-process performance indicators and finally analysis the application.