The Effect of CRM System on Sales Man-agement Control: A Case Study
Authors
Liang Li, Ji-Ye Mao
Corresponding Author
Liang Li
Available Online December 2010.
- DOI
- 10.2991/icebi.2010.23How to use a DOI?
- Keywords
- customer relationship management, CRM system, sales management controls, organizational controls
- Abstract
Whereas prior research has paid little attention to the effect of CRM system on internal process control, this case study illustrates control-related CRM usage by investigating how effective sales management control through CRM and why. Results show that the CRM application can strengthen formal control and informal control simultaneously. These control modes are made feasible by enhanced outcome measurability, task programmability, and process visibility of sales work brought by CRM. CRM also sets the benchmark of sales ideals and serves as an effective self-management tool.
- Copyright
- © 2010, the Authors. Published by Atlantis Press.
- Open Access
- This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).
Cite this article
TY - CONF AU - Liang Li AU - Ji-Ye Mao PY - 2010/12 DA - 2010/12 TI - The Effect of CRM System on Sales Man-agement Control: A Case Study BT - Proceedings of the 1st International Conference on E-Business Intelligence (ICEBI 2010) PB - Atlantis Press SP - 147 EP - 158 SN - 1951-6851 UR - https://doi.org/10.2991/icebi.2010.23 DO - 10.2991/icebi.2010.23 ID - Li2010/12 ER -