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La trace des écrits dans les métiers de la vente : Justice et contrôle dans les dispositifs de CRM

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  • Emmanuel Kessous

    (SENSE - Sociology and Economics of networks and Services - France Telecom R&D)

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    Abstract

    Cette contribution traite de la transformation du travail liée à la mise en place d'un progiciel de CRM et notamment ses aspects managériaux ainsi que ceux concernant les échanges entre différents métiers d'une même organisation de vente. Elle s'intéresse en particulier à la portée des informations « produites » par le logiciel de CRM à la fois pour la hiérarchie et pour les acteurs locaux. Cette contribution montre que si la mise en place d'un progiciel de CRM s'accompagne d'une augmentation du contrôle et des incitations organisationnelles et managériales permettant de l'exercer, les traces écrites peuvent être également productrices de nouvelles solidarités où est en jeu la constitution d'un bien commun concernant une gestion personnalisée et partagée de la relation au client.

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    File URL: http://halshs.archives-ouvertes.fr/docs/00/36/32/57/PDF/EK-tracabilite-CREIS-2004.pdf
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    Bibliographic Info

    Paper provided by HAL in its series Post-Print with number halshs-00363257.

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    Date of creation: 2005
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    Publication status: Published, Le travail avec les technologies de l'information, Hermes-Lavoisier (Ed.), 2005, 27-43
    Handle: RePEc:hal:journl:halshs-00363257

    Note: View the original document on HAL open archive server: http://halshs.archives-ouvertes.fr/halshs-00363257/en/
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    Web page: http://hal.archives-ouvertes.fr/

    Related research

    Keywords: traçabilité; S.I.; système d'information; relation client; bien commun; solidarité; solidarités; autonomie; travail; justice; contrôle; CRM; customer relationship management; vendeurs; télémarketing; télévendeurs; téléconseillers; multicanalité;

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