Abstract: Selling has long been considered as an “art” driven by personal intuition and na ...
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Abstract: Selling has long been considered as an “art” driven by personal intuition and native sales talent. However, significant changes have occurred over the past 30 years, as a result of technological advances and changing customer expectations. As one answer to these changes, practitioners and scholars have promoted the idea of “sales as a science”, relying on documented, repeatable ways of selling that reflect scientific methods. We argue that process mining is a relevant candidate for empowering “sales as a science” via its capacity to analyze, discover, and enhance end-to-end processes. Through a design science approach, we propose a framework for applying process mining to sales, comprising a refined notation and seven process mining analysis scenarios. Our study represents a first step towards gaining a better understanding of real-world sales processes based on digital traces from operational systems e.g., customer relationship management (CRM) systems, or emerging technologies e.g., smart watches.
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Semantic filters:
operational information systemsmart watch
Topics:
process mining business process improvement smart watch customer relationship management system data quality
Methods:
qualitative interview design science company material digital trace data literature study
