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January 2019 (Revised February 2020)
Case

Roush Performance: How to Design a Sales Force Compensation Plan

By: Doug J. Chung

Roush Performance manufactured and marketed factory-modified performance vehicles and high-end aftermarket automotive performance parts. Since its inception, Roush Performance had focused on building its engineering technology competency and diversifying its product... View Details

Keywords: Sales Force Management; Motivation; Compensation; Salary; Commissions; Bonuses; Quotas; Salesforce Management; Compensation and Benefits; Motivation and Incentives

February 2018 (Revised October 2019)
Case

HubSpot and Motion AI: Chatbot-Enabled CRM

By: Jill Avery and Thomas Steenburgh

HubSpot, an inbound marketing, sales, and customer relationship management (CRM) software provider, announced that it had acquired Motion AI, a software platform that enabled companies to easily build and deploy chatbots, fueled by artificial intelligence, to interact... View Details

September–October 2016
Article

What Senior Executives Should Know About Sales

By: Frank V. Cespedes

Business is more complex, data more abundant, and more specialists are needed to stay up-to-date with functional best practices. As a senior executive, you can worry all you want about disruption, but you need a salesforce aligned with strategy to do something about... View Details

Keywords: Salesforce Management; Management Teams

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August 2016 (Revised June 2017)
Case

InsideSales.com (A)

By: Frank V. Cespedes

This case focuses on growth requirements for a company moving from its base in SMB customers (Small and Mid-Sized businesses) to Enterprise customers (companies with more than 500 employees). It examines the differences in buying processes, product requirements,... View Details

Keywords: Business Organization; Customer Relationship Management; Marketing Strategy; Organizational Change And Adaptation; Organizational Design; Talent; Talent Management; Organizations; Growth Management; Sales; Salesforce Management; Corporate Entrepreneurship; Technology Industry; United States

April 2011
Case

Designs by Kate: The Power of Direct Sales

By: John A. Deighton and Sarah Abbott

The sales representatives at Designs by Kate (DBK) sell private label jewelry at hosted parties and through online social media channels. They are also responsible for recruiting, training, and managing new sales reps. CEO and founder Kate Creevey designed the... View Details

Keywords: Direct Sales; Consumer Marketing; Marketing Management; Personal Selling; Sales Compensation; Sales Organization; Motivation and Incentives; Marketing Strategy; Salesforce Management; Performance; Compensation and Benefits; Apparel and Accessories Industry

April 2014
Article

The Cost of High-Powered Incentives: Employee Gaming in Enterprise Software Sales

By: Ian Larkin

This paper investigates the pricing distortions that arise from the use of a common non-linear incentive scheme at a leading enterprise software vendor. The empirical results demonstrate that salespeople are adept at gaming the timing of deal closure to take advantage... View Details

Keywords: Incentives; Motivation; Compensation; Gaming; Sales Force Management; Motivation and Incentives; Salesforce Management; Software; Compensation and Benefits; Information Technology Industry

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22 Sep 2008
Research & Ideas

The Silo Lives! Analyzing Coordination and Communication in Multiunit Companies

geographic office location," Stuart says. Although the research doesn't try to answer why corporate silos are so difficult to tear down, Stuart hopes the data will help managers understand, pinpoint, and remove bottlenecks within their... View Details

Keywords: by Sarah Jane Gilbert

June 2013
Case

Comprosa

By: Jim Sharpe and Jose Luis Barbero

A Spanish manufacturer of packaging films has successfully returned to break even and is considering options to attain sustainable profitability. View Details

Keywords: Turnaround; Turnarounds; Distressed Debt; Private Equity; Cash Flow Analysis; Supplier Relationship; Supply Chain Management; Unions; Global Competitiveness; Leadership And Managing People; Sales Force Management; Sales Compensation; Insolvency and Bankruptcy; Global Strategy; Salesforce Management; Cash Flow; Chemical Industry; Manufacturing Industry; Spain

May 2011
Case

Baria Planning Solutions, Inc.: Fixing the Sales Process

By: Steven C. Wheelwright and William Schmidt

Baria Planning Solutions (BPS) is a consulting firm that specializes in using spend analysis to help companies identify savings through reduced procurement costs and improved supplier performance. Management is concerned about the disappointing performance of the sales... View Details

Keywords: Quantitative Analysis; Technology; Operations Management; Product Lines; Manufacturing; Capacity Planning; Production Planning; Production; Management Practices and Processes; Service Operations; Supply Chain Management; Salesforce Management; Planning; Consulting Industry; North and Central America

January 2017 (Revised April 2018)
Background Note

Introduction to Incentive-based Sales Compensation Systems

This background note explains the structure of incentive-based sales compensation systems. View Details

Keywords: Sales Compensation; Sales Force Compensation; Sales Force Management; Sales; Salesforce Management; Compensation and Benefits; Motivation and Incentives; Industrial Products Industry; Consumer Products Industry; Retail Industry; United States

February 2017
Teaching Note

Oversight Systems

By: Frank Cespedes

This Teaching Note accompanies the case, set in May 2016, which discusses sales strategy and channel partnerships at Oversight Systems, an early stage software firm that developed analytics for organizations to monitor their data for errors, fraud, and operational... View Details

Keywords: Sales; Sales Strategy; Entrepreneurial Sales; Entrepreneurial Sales And Marketing; Software Sales; Marketing; Marketing Management; Pricing; Salesforce Management; Distribution Channels; Marketing Strategy; Technology Industry; North America

May 2013
Supplement

Paul Thomson: Walker Insurance

This is the Spreadsheet Supplement for Walker Insurance: Paul Thomson (HBS Case 813057). Includes Exhibit 1a, Exhibit 1b, Exhibit 2, Exhibit 4, Exhibit 5, Exhibit 6, and Exhibit 7. View Details

Keywords: Entrepreneurial Organizations; Entrepreneurs; Entrepreneurship; Search; Search Funds; Sales Force Management; Sales; Sales Channels; Insurance And Reinsurance; Insurance Companies; Acquisitions; Hiring; Service Management; Service; Insurance; Salesforce Management; Selection and Staffing; Insurance Industry; United States

August 2016 (Revised June 2017)
Case

Oversight Systems

By: Frank V. Cespedes and Amram Migdal

The case, set in May 2016, discusses sales strategy and managing sales and service at Oversight Systems, an Atlanta, Georgia–based software firm that developed analytics for organizations to monitor their data for errors, fraud, and operational inefficiencies. Included... View Details

Keywords: Sales; Sales Strategy; Entrepreneurial Sales; Entrepreneurial Sales And Marketing; Software Sales; Marketing; Marketing Management; Pricing; Salesforce Management; Distribution Channels; Marketing Strategy; Technology Industry; North America; United States; Atlanta; Georgia (state, US)

June 2013
Supplement

Walker Insurance: Paul Thomson (Video Supplement)

By: Jim Sharpe

This is the Video Supplement for Walker Insurance: Paul Thomson (HBS Case 813057). View Details

Keywords: Entrepreneurial Organizations; Entrepreneurs; Entrepreneurship; Search; Search Funds; Sales Force Management; Sales; Sales Channels; Insurance And Reinsurance; Insurance Companies; Acquisitions; Hiring; Service Management; Service; Insurance; Salesforce Management; Selection and Staffing; Insurance Industry; United States

Article

How Long Can a Company Thrive Doing Just One Thing?

By: Andy Wu and Scott Duke Kominers

The news that the chat app Slack was being sold to veteran customer relationship management company Salesforce for $27.7 billion raised a lot of eyebrows. Why sell after a year of explosive growth? The deal, however, epitomizes a question facing so-called best-of-breed... View Details

Keywords: Best-of-breed Companies; Competitive Advantage; Competitive Strategy

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2020
Article

A Practical Approach to Sales Compensation: What Do We Know Now? What Should We Know in the Future?

By: Doug J. Chung, Byungyeon Kim and Niladri B. Syam

Personal selling represents one of the most important elements in the marketing mix, and appropriate management of the sales force is vital to achieving the organization’s objectives. Among the various instruments of sales management, compensation plays a pivotal role... View Details

Keywords: Sales Compensation; Sales Management; Sales Strategy; Principal-agent Theory; Structural Econometrics; Field Experiments; Machine Learning; Artificial Intelligence; Salesforce Management; Compensation and Benefits; Motivation and Incentives; AI and Machine Learning

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July 1993
Case

ABB Deutschland (Abridged)

By: Christopher A. Bartlett

Focuses in detail on implementing a corporate restructuring program in ABB's German subsidiary. Special attention is given to Germany's unique form of industrial governance. Two major problem areas--power plants and power transformers--are described in detail. ABB's... View Details

Keywords: Restructuring; Energy Generation; Corporate Governance; Factories, Labs, and Plants; Salesforce Management; Policy; Organizational Culture; Energy Industry; Germany

July 9, 2019
Article

Setting Better Sales Goals with Analytics

By: Doug J. Chung, Isabel Huber, Vinay Murthy, Varun Sunku and Marije Weber

Sales compensation is a critical lever in motivating a salesforce and driving growth in the business-to-business sector: Studies show that revising compensation in line with market trends can have a 50% greater impact on sales than advertisements have, for instance. A... View Details

Keywords: Analytics; Salesforce Management; Compensation and Benefits; Motivation and Incentives; Goals and Objectives

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March 2020 (Revised October 2020)
Module Note

Sales Force Compensation

By: Doug J. Chung

The author developed this note for scholars, educators, and practitioners that are interested in sales force compensation. It is based on the author’s investigations across a variety of organizations in multiple industries and provides a conceptual framework for the... View Details

Keywords: Sales Strategy; Sales Force Management; Sales Compensation; Salary; Commissions; Bonuses; Quota Setting/updating; Quota Frequency; Extrinsic Vs Intrinsic Motivation; Salesforce Management; Compensation and Benefits; Strategy

June 2013
Teaching Note

Wayne Ferrari: iAutomation at a Crossroads

By: Jim Sharpe and Michael Norris

This is the teaching note associated with HBS Case #813120. View Details

Keywords: Entrepreneurial Management; Private Equity Exit; Pricing; Pricing Policies; Sales; Equity; Acquisitions; Roll-up; Entrepreneurship; Private Equity; Salesforce Management; Price; Distribution Industry; Industrial Products Industry; New England; United States

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