Instructions for Term Paper

The importance of personal selling and sales management may be viewed from the perspective of our total economy, organizations, or sales personnel. To manage a sales force effectively in the coming decades, sales executives must establish expertise in the following areas.

Customer Relations Management (CRM)

prepare an 8-10 page research paper in which you explore and discuss in detail one of CRM challenges of the 21^st century.

The paper is to be accompanied by an annotated bibliography. As you work on this project, there are sources of information which you may find useful. Suggested sources include: Sales and Marketing Management, Journal of Personal Selling and Sales Management, The Wall Street Journal, Training Magazine, Business Week, Fortune, Forbes, Journal of Marketing, and Journal of Business Research.

How Your Paper Will Be Evaluated

Through this term project, you will be able to demonstrate a firm understanding of Customer relationship management. It will include a title page, table of contents, an abstract, and an annotated bibliography. In addition to these, the contents of the paper should be 8-10 pages in length. It must properly cite sources using the APA format.

The paper must be typed, double spaced, with one inch margins. Eleven or twelve point type is preferred. The evaluation will consider content organization, clarity of writing, vocabulary use, and proper grammar. Please note that the submission of your paper constitutes 15% of the 25% of the total term project grade.

Ethical Behavior and Social Responsibility Ethical Behavior and Social Responsibility Practices in the 21st Century December 12, 2013 1 Ethical Behavior and Social Responsibility 2 Abstract This dissertation examines why certain behavior and social responsibilities in the 21st century are questioned to be unethical within an organization and society, identifying the reason for the unethical behavior and the corrective action of Sales Management. Given the nature of sales, ethical challenges can easily arise and it is the job of management to reduce such challenges that could ultimately have negative business results if ignored. Social responsibility of the organization, which can include the organizations environmental impact, societal assistance, and reducing it's \"externalities\" on society leaves room for unethical behavior. Sometimes, social responsibilities are put aside for the responsibility to shareholders is this is where such behavior comes into question and if it is an ethical decision. Management should be able to determine the problem that is unethical, whether within the organization or society, why it occurred to begin with and provide a solution for corrective behavior. Not only does corrective actions need to take place, but it must be enforced which will ultimately improve the organizations approach towards ethical behavior and social responsibility and its future practices. Ethical Behavior and Social Responsibility 3 Ethical Behavior and Social Responsibility Practices in the 21st Century A Review of the Literature In a business enterprise, there is a mutual influence between ethical decisions and economic decisions. Ethical decisions that management may execute affect the economy and this affect directly ties into their social responsibility. Its activities should not be evaluated only in terms of its financial repercussions, but rather for the common good, no matter how profitable, in the short run and in the long run. Any form of ethics, whether personal or business is considered in its simplest terms, right from wrong. Yet, what deters an organization and management from what is morally good and participate in unethical decisions which then lead to unfair impacts? According to Jurkiewicz, \"There is no one transformative moment to which we can point but, rather, an incremental shift from right to wrong that is barely perceptible on a dayto-day basis\" (p. 3). It needs to be understood why management within an organization may participate in corrupt behavior, what factors influence these decisions, alternatives to avoid these decisions and how corrective action and preventative measures can prevent future immoral behavior. Reasons for Unethical Behavior Sales manager and salespeople are considered to be exposed to a greater amount of ethical pressures compared to other individuals in other areas of an organization (Spiro, Rich & Stanton, 2013, p. 485). \"The visibility of sales, intense competitive pressures, rewards systems, and the boundary-spanning roles of the sales function are all possible reasons for perceived unethical behavior\" (Bass, Barnett & Brown, 2001). Salespeople have little to no supervision, and frequently do business away from the eyes of the senior members of their organization. In Ethical Behavior and Social Responsibility 4 addition, they are the main point of focus for the firm's revenues and evaluation of their work is based on short-term objectives of the organization. Pressure can drive sales representatives and management to act unethical where in normal circumstances, wouldn't normally participate. Pressure to succeed, to get ahead, to meet deadlines and expectations and pressure from coworkers, bosses, customers, or vendors can all lead a person to engage in unethical activities. Justification of Unethical Decision-Making The general definition of ethics according to Spiro, Rich and Stanton is, \"...moral principles or practices...professional standards of conduct...\