In this paper, the authors discuss the importance of customer relationship management (CRM) systems in complex and simple selling settings and examine how CRM is implemented in both contexts. Specifically, they suggest that CRM strategies can be implemented from the top-down, originating from...

Increasing globalization has made companies focus more on their outsourcing decisions. Moving beyond the tactical companies have begun to incorporate outsourcing as a strategic weapon in their armory. This article expands on this theme by highlighting the need for understanding this key issue...

A manufacturer’s success in the marketplace is contingent in part on its ability to energize its downstream channel members in support of its brands. Gaining the focused effort of the reseller’s sales personnel is particularly important, and this has become increasingly challenging as...