The Effect of CRM System on Sales Man-agement Control: A Case Study

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/).

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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  -