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2016, iss. 36, pp. 121-132
Analysis of key performance indicators in sales departments in companies in Serbia
University of Belgrade, Faculty of Organizational Sciences

emaildamnjanovic.vesna79@gmail.com
Keywords: sales; key indicators of success; the sales department; sales volume; managers; Serbia
Abstract
This paper describes the key indicators of success that companies in Serbia used within the sales departments. The paper explains theoretically types of indicators that are important for achieving business results and market competitiveness. Field study was conducted of 633 employees in various companies in the sales department in the Serbian market. Respondents were employed at all levels: sales directors, sales supervisors, key customer managers, salespersons, and others. The research results show quantitative sales indicators that employees believe have the most important influence on business results. Findings showed the most important indicators are: the volume of sales volume and by value, number of new customers and the number of billing customers. They evaluated number of lost customers as the least important and that is the difference compared to study abroad. The paper summarizes examples from the world and Serbia and gives directions for future research in the field of sales. Keywords: sales, key indicators of success, the sales department, sales volume, managers, Serbia.

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article language: Serbian
document type: Review Paper
published in SCIndeks: 05/10/2018
Creative Commons License 4.0

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