The personal selling process and ways of managing customer relationships have changed irrevocably in the last decade

❹ The personal selling process and ways of managing customer relationships have changed irrevocably in the last decade – or have they? There is no question that digital technologies have radically impacted how the salesforce works. Today’s sales reps are more connected than ever before. They use their tablets and smartphones to access information and to stay connected with their customers. Social media sites, such as LinkedIn and Facebook, provide rich sources of information as well as ways to stay connected. Cloud-based technologies allow the salesforce to stay connected with the office even when they have been ‘in the field’ for long periods. There is no question that advances in sales technologies, social media and the internet have all radically changed the way the sales team works – but has it changed the personal selling process? How do you think the selling process – from prospecting to follow-up – has changed as a result of the technological environment? (Learning Objective 3) (AACSB: Reflective Thinking)