Getting the Most Out of CRM: Best Practices for Wholesaler-Distributors

Top Orange Bar

This research study is published by the NAW Institute for Distribution Excellence, a leading publisher of research exclusively for and about the wholesale distribution industry. More>>

Read the extended description

Mark Dancer

Buy the Book:
Buy the E-Book:

Download the free Pocket guide

To add multiple items (soft cover, e-book, map, etc.) from a publication page to your cart: Make your first selection and select “Add to Cart.” Once in your cart, click on that item’s title to return to that page to add another item.

Prices charged are subject to membership verification. Return Policy: An NAW publication in salable condition may be returned within 15 days of receipt for a full refund. E-books and digital downloads are not returnable or refundable.

Learn what experienced Wholesaler-Distributors know: customer relationship management (CRM) has fast become a standard practice.

More than that, it’s becoming an essential tool for managing a high-performing distribution sales organization.

By following the sage advice offered by CRM-experienced wholesaler-distributors in Getting the Most Out of CRM: Best Practices for Wholesaler-Distributors, you will avoid common mistakes, overcome predictable challenges, minimize frustration and disruption, and achieve more targeted benefits and faster business results. This book provides a soup-to-nuts planning framework, best practices from leading distributors, and ready-to-implement management tools for engaging your leaders and salespeople.

CRM can help wholesaler-distributors because CRM fills a void. Automation tools are common in all other aspects of running a distributor’s business, but they are sorely lacking in the sales organization. When aligned with an effective strategy and deployed with thorough planning, CRM will deliver data-driven business results. Increasingly, CRM is becoming necessary to stay competitive and improve profits. In the long run, CRM will be instrumental for distributors to survive and thrive in today’s economic environment.

What Readers Have to Say

“In this data-driven world we live in, Mark Dancer has done a good job of communicating in a down-to-earth and comprehensive style what distributors need to think about in deciding how to implement CRM. The wisdom conveyed that CRM must have a strong sense of purpose to succeed is the appropriate message. Getting the Most Out of CRM has a lot of merit in showing distributors a vision for the future and impressing upon us the need for change. The top 10 and punch lists included are very clear and practical how-tos in using CRM. I love the specificity in this book.”
Bruce A. Zwicker, President and CEO, J.J. Haines and Company, Inc.

“I found Getting the Most Out of CRM to be very well done. Mark Dancer did a great job of identifying all of the various challenges distributors face in managing our sales organizations, and how CRM, as a tool, can contribute to running a more effective and efficient sales organization. I particularly found the chapter, ‘Focus on Behaviors,’ to be excellent in explaining how and why distributors must focus on the sales behaviors that are enabled or required by CRM as they move from selection to implementation to ongoing sales force management, so that they get much better results from CRM. This book is very timely in addressing today’s business challenges!”
Bill Parsley, President, Carswell Distributing Company

“I enjoyed reading Getting the Most Out of CRM, particularly for its common sense and practical approach. I think medium to small distributors especially will gain a lot of knowledge and good ideas from this book. I intend to use this book in refining our CRM system.”
Mike Medart, President and CEO, Medart Marine



Mark Dancer

Mark is a channel strategist and leading authority on digital transformation. For more than 25 years, he has worked to design and optimize direct, indirect, and digital channels. As Founder and President of Channelvation, Inc., and a Fellow of the NAW Institute for Distribution Excellence, Mark works collaboratively with leaders and teams to build visions, solve problems, and strengthen capabilities. His experience spans global markets and technology, commercial, industrial, services, and construction sectors.

  • Speaking

    NAW Executive Summit, 2013, 2015