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Effects of sales force automation use on sales force activities and customer relationship management processes


  • Jean-Michel Moutot

    () (Audencia Recherche - Audencia)

  • Ganael Bascoul


This study defines a framework for understanding the impact of sales force automation (SFA) on customer relationship management (CRM) processes from the perspective of information systems and motivation theories. Investigating the relationship between these processes, with sales activities as the common link, sheds new light on several crucial issues. To enrich this study, two alternative models that distinguish the efficiency and effectiveness of salespersons' activities also are formulated. Data from a longitudinal field study demonstrate that different SFA functionalities generate counterintuitive effects on sales activities. The main outcomes of SFA implementation in CRM processes include a mostly negative effect of SFA reporting and conflicting but complementary and globally positive effects of SFA call planning and product configuration.

Suggested Citation

  • Jean-Michel Moutot & Ganael Bascoul, 2008. "Effects of sales force automation use on sales force activities and customer relationship management processes," Post-Print hal-00765392, HAL.
  • Handle: RePEc:hal:journl:hal-00765392
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    References listed on IDEAS

    1. Sharfman, Mark & Ellington, Rex T. & Meo, Mark, 1997. "The next step in becoming "green": Life-cycle oriented environmental management," Business Horizons, Elsevier, vol. 40(3), pages 13-22.
    2. Tang, Ou & Grubbstrom, Robert W., 2005. "Considering stochastic lead times in a manufacturing/remanufacturing system with deterministic demands and returns," International Journal of Production Economics, Elsevier, vol. 93(1), pages 285-300, January.
    3. Fleischmann, Mortiz & Krikke, Hans Ronald & Dekker, Rommert & Flapper, Simme Douwe P., 2000. "A characterisation of logistics networks for product recovery," Omega, Elsevier, vol. 28(6), pages 653-666, December.
    4. Richter, Knut & Dobos, Imre, 1999. "Analysis of the EOQ repair and waste disposal problem with integer setup numbers," International Journal of Production Economics, Elsevier, vol. 59(1-3), pages 463-467, March.
    5. Dobos, Imre, 2001. "Production strategies under environmental constraints: Continuous-time model with concave costs," International Journal of Production Economics, Elsevier, vol. 71(1-3), pages 323-330, May.
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    Cited by:

    1. Silvio Cardinali & Gian Luca Gregori & Paola Palanga, 2014. "SFA Adoption: Empirical Evidences from a Case Study," International Journal of Business and Social Research, MIR Center for Socio-Economic Research, vol. 4(6), pages 123-136, June.

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