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Zappos Customer Loyalty Team
Zappos Customer Loyalty Team
Collection: Darden School of BusinessZappos' senior leadership must decide whether to continue to schedule the call center shifts based on seniority or to consider a new plan that makes use of Uber-style surge pricing to pay workers higher hourly rates for the more demanding shifts. These shifts also happen to occur when the bulk of the East Coast buyers call in--early in the morning in the Arizona-based call center. Tony Hsieh, Zapp
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SmartOps Corporation: Forging Smart Alliances?
SmartOps Corporation: Forging Smart Alliances?
Collection: Darden School of BusinessAfter creating a market for his "new to the world" product and a significant partnership with the German-based SAP, Sridhar Tayur had an opportunity to take the partnership with SAP to another level by establishing a reseller arrangement, available to only a dozen or so of SAP's elite partners?widely considered in the enterprise software industry as a dream come true for technology entrepreneurs.
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Backcountry.com and Leveraging Data Analytics
Backcountry.com and Leveraging Data Analytics
Collection: Darden School of BusinessThis field-based case follows Chris Purkey, the senior vice president of sales and customer service at Backcountry.com, in his journey to use data analytics to improve customer engagement in the outdoor products retailer. Sales staff at Backcountry.com are affectionately known as Gearheads, a nod to their knowledge about the outdoor gear the company sold. For Purkey, the customer relationship is e
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Sales Force Management and Measurement
Sales Force Management and Measurement
Collection: Darden School of BusinessThis note describes the metrics that are used to monitor sales-force efficiency and effectiveness. It addresses sales territories, sales potential, and territory changes, as well as forecasting and measuring results. Finally, the note reviews pipeline analysis and the sales funnel.
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James R. Steiner
James R. Steiner
Collection: Darden School of BusinessA medical supplies sales representative discusses how to identify potential managers and what he considers to be an organization's responsibility for developing its people. This interview offers students an intimate view of how an outstanding salesman thinks and feels about himself, his job, his company, and what motivates him.
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Lone Star Steakhouse
Lone Star Steakhouse
Collection: Darden School of BusinessThis case is about a restaurant franchisee's flight department that is reexamining its pilot training requirements. It is one of a series of four cases to be used in a value-based selling workshop.
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Madison Fiber Corporation
Madison Fiber Corporation
Collection: Darden School of BusinessThis case offers students an opportunity to examine a variety of issues concerning compensation that include: How much to pay? What kind of compensation plan to use? How much of the management task can compensation accomplish? The relationship between strategy and task and the problems of using compensation to influence behavior where the task is highly complex and varies by product line and by te
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A Note on Sizing the Sales Force
A Note on Sizing the Sales Force
Collection: Darden School of BusinessThis note describes several approaches one could employ to size a sales force. It addresses the advantages of each approach as well as the weaknesses. The case entitled "Z Associates: Sizing the Sales Force" (UVA-M-0745) provides a real-world example of one company's attempt to select the correct approach, and includes a supplemental Excel file for students.
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