Ryosuke Nakajima
Biography
Dr. Ryosuke Nakajima is a management consultant with over ten years of experience and currently works with the Management Consulting practice at PwC Japan. His expertise includes Corporate Strategy, CRM Strategy/Design, Operations & IT Strategy/Design, Global Project Management, and Cross-border M&A Advisory. He is the Founder of ProfBridge Commons, an initiative connecting academia and business practice worldwide. Dr. Nakajima serves as Adjunct Professor and Dean/Head of Digital Business Faculty at Tokyo Business and Language College (TBL), where he teaches Digital Marketing, Generative AI Foundations, IT Business Formulation, and Digital Business Transformation. He is also an Adjunct Lecturer at GLOBIS University, Guest Lecturer at Vishwakarma University in India, Adjunct DBA Mentor at Paris School of Management, and Adjunct Postdoctoral Research Fellow at Showa Women's University (SWU) in Tokyo. In addition, he serves as Editor-in-Chief of the KOS Journal of Business Management and is an Editorial Board Member of ASTESJ, BJBPR, SSHA, KOS Journal of AIML, Data Science, and Robotics, and a Topic Coordinator at Frontiers. Dr. Nakajima earned his Doctor of Business Administration (DBA) from SSBM Geneva in 2024. His doctoral research, Valuation and Application of Metaverse to CRM for B2B Sales in the Manufacturing Industry, was published in the Global Journal of Business and Integral Security. His other published works include The Generative AI Sales Paradox (GASP),The Generative Artificial Intelligence Governance Paradox, Bridging The AI Governance Gap, and Valuation of Corporate Strategy for Adopting Generative Artificial Intelligence in B2B Operations.
Research Interest
Generative Artificial Intelligence and Business Applications, Metaverse and Digital Transformation in B2B Sales, Customer Relationship Management (CRM) Strategy and Innovation, AI Governance, Ethics and Corporate Oversight, Digital Marketing and IT Business Strategy, Corporate Strategy and Global Management Consulting, Cross-border M&A and Global Project Management
Abstract
The Generative AI Sales Paradox (GASP)-Enhancing Sales Scalability at the Cost of Human-Led Relationship Building in B2B Markets: This study examines a growing concern in B2B sales, which it refers to as the Generative AI Sales Paradox (GASP). Generative AI tools help sales teams move faster and reach more clients. Still, they can unintentionally weaken the kind of personal relationships that matter most in high-value, trust-based transactions. This research focuses on industries such as manufacturing, professional services, and enterprise technology, where long-term client trust is essential. Both qualitative and quantitative methods are used in this research. On the qualitative side, six B2B firms using Generative AI in their sales operations were studied. While sales leaders praised the improvements in lead follow-up and speed, they also shared customer concerns about the loss of personal interaction. Clients often felt that AI-generated responses lacked empathy or genuine understanding. Survey data from 250 companies backed this up. While most firms achieved efficiency gains of 25-40%, many also reported a decline in customer satisfaction, particularly those that relied heavily on AI. In these cases, growth in long-term revenue either stalled or declined. The problem appeared to stem from weaker client connections. To help explain these findings, this study used the Scalability vs. Authenticity Trade-Off Theory (SATOT). This framework suggests that while AI is useful for scaling tasks, it struggles with the emotional and social complexity involved in building lasting relationships. In response, this study proposes a blended approach. Let AI handle repetitive tasks, but keep humans in charge of complex, trust-building conversations. This hybrid model can help firms gain efficiency without sacrificing client loyalty. In short, firms that manage AI use carefully, without letting it replace human interaction, are more likely to thrive in the long run.
