Ultimate Company for ERP Solutions, Ramallah, Palestine
Preferred Abstract (Original):
In line with the global markets’ current trend, the Palestinian market has recently witnessed consecutive implementations
of different sales technologies by leading firms in different industries; one of these technologies is the Sales Force
Automation (SFA) technology. However, although the adoption and use of sales technologies have been attractive topics for
IT literature over the last two decades, the Palestinian empirical research remains silent in this regard, leaving the outcomes
of implementing and using the SFA technology in the Palestinian market unveiled yet. Accordingly, this study unfolds the
outcomes of SFA usage and uncovers whether this technology tells a success- or a failure-story among the Palestinian firms
employing it. Based on literature review and a case study of SFA implementation by one of the leading Palestinian firms, a
group of expected outcomes was hypothesized to measure the realization of the SFA technology benefits from three
perspectives: sales managers, salespersons, and customers. The results show that using SFA technology in the Palestinian
commercial firms has achieved all of its expected outcomes as indicated by responses of sales managers, salespersons, and
related customers who were totally appreciating this technology and its key benefits.