A correlational study of the impact of core selling teams on customer satisfaction
Revenue growth is a major concern for business leaders and new go-to-market strategies are constantly being developed and implemented. This correlational research study examined the relationships between core selling teams (CSTs), transformational leadership, and the impact they have on customer satisfaction. The data was secured from customers of Company X, a global firm that offers services within the mission critical power design industry, that in 2005 opted to implement a CST approach to serve its key accounts. The literature review indicated that CSTs, which are considered a state of the art sales model, deserved further research. In addition, when CSTs were introduced into Company X, it included a change in organizational dynamics; therefore the impact of transformational leadership within a CST was included in the study. The investigation found support indicating that a CST approach had a positive relationship to increased customer satisfaction levels. The study confirmed Company X’s decision to implement CSTs for their most strategic customers. However, since the relationship between transformational leadership, CSTs, and customer satisfaction was inconsistent, it is an area of future research. Based on the results of the study, it is recommended that sales leaders within the specialized service industry consider a CST approach when formulating future revenue growth and relationship strategy.