The shift in sales organizations in business-to-business services markets

Research output: Contribution to journalArticle

12 Citations (Scopus)

Abstract

Purpose - The purpose of the paper is to examine shifts in sales organizations utilized to sell services to business-to-business customers. The paper also examines the changes expected in personal selling and sales management. Design/methodology/approach - Extant academic literature and emerging practices are examined to determine trends. Findings - The paper suggests that the traditional service-focused sales organization is evolving in two distinct directions. First, enhanced sales automation is resulting in a reduction in salespeople's contact with customers. Second, an enhancement in the level of customer contact is leading to a growth of customer-focused sales organizations and an increase in global account management teams. Research limitations/implications - Additional research is needed in this area. Practical implications - Changes are required in the manner in which personal selling and sales management is practiced in organizations. Firms need to make these changes or their sales forces will be less efficient and less effective. Originality/value - This important area is very infrequently examined in literature. This is the first attempt to examine this area.

Original languageEnglish (US)
Pages (from-to)326-333
Number of pages8
JournalJournal of Services Marketing
Volume21
Issue number5
DOIs
StatePublished - Aug 14 2007

Fingerprint

Business-to-business services
Sales management
Personal selling
Customer contact
Sales force
Account management
Automation
Business to business
Salespeople
Design methodology
Enhancement

Keywords

  • Business-to-business marketing
  • Customer service management
  • Sales automation
  • Sales force

ASJC Scopus subject areas

  • Marketing

Cite this

The shift in sales organizations in business-to-business services markets. / Sharma, Arun.

In: Journal of Services Marketing, Vol. 21, No. 5, 14.08.2007, p. 326-333.

Research output: Contribution to journalArticle

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