For decades, there has been research on specific buying approaches and procedures used by organizational customers. Yet, there has been only limited effort to conceptualize the key higher order constructs that characterize organizational buying as a process. It is therefore useful to evaluate...

Sales managers need a practical means for evaluating returns from investments in sales technology implementations (including sales automation and sales-based customer relationship management systems). This research proposes a behavioral process-model approach that can be applied to evaluate...

Firms invest billions of dollars in sales technologies (STs; e.g., customer relationship management, sales automation tools) to improve sales force effectiveness and efficiency. However, the results expected from ST investments are often not achieved. This article proposes relationship-forging...