Sales Support Operations

This book helps sales professionals, support teams, process improvement experts, and internal consultants reduce operational complexity to improve sales operations. In addition to proven process methodologies, it discusses how to integrate leading-edge technologies such as Artificial Intelligence (AI), work task mining, digitization, and data governance to reduce process complexity and friction.

It is estimated that salespeople spend less than 50% of their time selling products or services. For some organizations, this percentage is as low as 30%. Non-selling time is spent on administrative activities and prospecting for new customers. Administrative activities include sales reporting, expediting orders for different reasons, handling customer inquiries and complaints, training, and working through the many tools, processes, and teams needed to get information or work done. The goal of this book is to show ways to remove administrative work tasks from sellers to increase deal velocity, give back selling time, and reduce lead time from quote to cash.

In parallel, the author discusses ways to automate these tasks using automation strategies, including AI for important work tasks such as prospecting, lead management, creating quotes and proposals, preparing and managing customer meetings, and similar work. This book enhances customer, sales, support teams, and stakeholder satisfaction

James William Martin is an accomplished author and management consultant with over three decades of expertise in teaching, training, course design, and writing. Worked with 30+ leading organizations worldwide to drive operational excellence including Dell Technology’s Sales Operation Process Engineering Team. He has trained thousands of executives and practitioners across diverse industries, spanning continents—from Japan and Korea to Europe and North America in Six Sigma, Lean, and Supply Chain methodologies. He has worked on engineering solutions, shaping leaders, and transforming organizations.

Martin's educational background includes an MS in Mechanical Engineering, an MBA, and a BS in Industrial Engineering. He has served as a Graduate Instructor at Providence College for 19 years, teaching Operations Management, Operations Research, and Economic and Financial Forecasting. He has authored several books on process improvement.