IDEAS home Printed from https://ideas.repec.org/p/hal/journl/hal-01907819.html
   My bibliography  Save this paper

De la figure du client roi à celle du client rentable : le rôle des progiciels CRM

Author

Listed:
  • Bénédicte Grall

    (LIRSA - Laboratoire interdisciplinaire de recherche en sciences de l'action - CNAM - Conservatoire National des Arts et Métiers [CNAM] - HESAM - HESAM Université - Communauté d'universités et d'établissements Hautes écoles Sorbonne Arts et métiers université)

Abstract

The role of CRM software packages in the institutionalization of the profitable customer figure during the 2000s is examined, thanks to a twenty year qualitative study of a professional journal for sales managers. We show, that CRM software packages seem to be a kind of tension reducers for the passage from the customer considered as a king to the profitable customer.

Suggested Citation

  • Bénédicte Grall, 2018. "De la figure du client roi à celle du client rentable : le rôle des progiciels CRM," Post-Print hal-01907819, HAL.
    • Handle: RePEc:hal:journl:hal-01907819
    Note: View the original document on HAL open archive server: https://hal.science/hal-01907819
    as

    Download full text from publisher

    File URL: https://hal.science/hal-01907819/document
    Download Restriction: no
    ---><---

    References listed on IDEAS

    as
    1. Claire Dambrin & Caroline Lambert & Samuel Sponem, 2007. "Control and Change. Analysing the Process of Institutionalisation," Post-Print halshs-00170562, HAL.
    2. Vaivio, Juhani, 1999. "Examining "The quantified customer"," Accounting, Organizations and Society, Elsevier, vol. 24(8), pages 689-715, November.
    3. Bernard Cova & V. Cova, 2009. "Les figures du nouveau consommateur: une genese de la gouvernementalite du consommateur," Post-Print hal-01822701, HAL.
    Full references (including those not matched with items on IDEAS)

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Anne Pezet & Jérémy Morales, 2010. "Les contrôleurs de gestion, « médiateurs » de la financiarisation," Post-Print halshs-00498673, HAL.
    2. Lukas Goretzki, 2013. "Management accounting and the construction of the legitimate manager," Metrika: International Journal for Theoretical and Applied Statistics, Springer, vol. 23(4), pages 319-344, February.
    3. Aurélie Ringeval-Deluze & Louis César Ndione, 2021. "Meaning of packaging and innovation dynamics in a traditional luxury sector: the example of growers’ champagne [Signification des packagings et dynamiques d’innovation dans un secteur de luxe tradi," Post-Print hal-03266127, HAL.
    4. Alawattage, Chandana & Wickramasinghe, Danture, 2009. "Institutionalisation of control and accounting for bonded labour in colonial plantations: A historical analysis," CRITICAL PERSPECTIVES ON ACCOUNTING, Elsevier, vol. 20(6), pages 701-715.
    5. Puyou, François-Régis, 2014. "Ordering collective performance manipulation practices: How do leaders manipulate financial reporting figures in conglomerates?," CRITICAL PERSPECTIVES ON ACCOUNTING, Elsevier, vol. 25(6), pages 469-488.
    6. Tuomas Korhonen & Teemu Laine & Petri Suomala, 2013. "Understanding performance measurement dynamism: a case study," Journal of Management & Governance, Springer;Accademia Italiana di Economia Aziendale (AIDEA), vol. 17(1), pages 35-58, February.
    7. Goretzki, Lukas & Messner, Martin, 2019. "Backstage and frontstage interactions in management accountants' identity work," Accounting, Organizations and Society, Elsevier, vol. 74(C), pages 1-20.
    8. Gilles Séré de Lanauze & Béatrice Siadou-Martin, 2015. "La marque 2.0: l'humilité comme condition nécessaire de la relation marque consommateur?," Post-Print hal-01697924, HAL.
    9. Pierre Volle & Ahmed Anis Charfi, 2011. "Valeur perçue et comportements en ligne en état d'immersion : le rôle modérateur de l'implication et de l'expertise," Post-Print halshs-00638649, HAL.
    10. Baxter, Jane & Chua, Wai Fong, 2003. "Alternative management accounting research--whence and whither," Accounting, Organizations and Society, Elsevier, vol. 28(2-3), pages 97-126.
    11. Florence Benoît-Moreau & Audrey Bonnemaizon & Sandrine Cadenat & Valérie Renaudin, 2011. "" Au boulot, cher client ! " Une approche interprétative de la participation ordinaire du consommateur," Post-Print halshs-00673120, HAL.
    12. Ghali Zohra, 2014. "The Digital in Store and the Re-Enchantment of the Customer Experience: What Impact on the Immersion in the Experience of Consumption?," Journal of Knowledge Management, Economics and Information Technology, ScientificPapers.org, vol. 4(1), pages 1-9, February.
    13. Amina Béji-Bécheur, 2016. "Une nouvelle logique pour le marketing avec l'approche Service-­‐Dominant Logic," Post-Print halshs-01264199, HAL.
    14. Paul De Lange & Brendan O’Connell & M.R. Mathews & Alan Sangster, 2010. "The ERA: A Brave New World of Accountability for Australian University Accounting Schools," Australian Accounting Review, CPA Australia, vol. 20(1), pages 24-37, March.
    15. Morgane Innocent & Julie Lassalle & Adélaïde Amelot, 2016. "Livrable L7.1_2 : Résultats de l’étude quantitative avant lancement des dispositifs dite étude n° 1 du projet SOLENN," Working Papers hal-02016473, HAL.
    16. Paul Andon & Jane Baxter & Wai Fong Chua, 2015. "Accounting for Stakeholders and Making Accounting Useful," Journal of Management Studies, Wiley Blackwell, vol. 52(7), pages 986-1002, November.
    17. Abdelnour, Samer & Hasselbladh, Hans & Kallinikos, Jannis, 2017. "Agency and institutions in organization studies," LSE Research Online Documents on Economics 86361, London School of Economics and Political Science, LSE Library.
    18. Andria Andriuzzi, 2015. "Conversation with a brand: perception of brand expression modalities on social media [Conversation avec une marque : perception des modalités d'expression des marques sur les médias sociaux]," Post-Print hal-03737758, HAL.
    19. Pascale Lehoux & Hudson Pacifico Silva & Renata Pozelli Sabio & Federico Roncarolo, 2018. "The Unexplored Contribution of Responsible Innovation in Health to Sustainable Development Goals," Sustainability, MDPI, vol. 10(11), pages 1-21, November.
    20. Norio Sawabe & Kohji Yoshikawa & Kosuma Shinohara, 2010. "Accounting and Emotion:A Case Study of a Financial Institution," Discussion papers e-09-008, Graduate School of Economics Project Center, Kyoto University.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:hal:journl:hal-01907819. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: CCSD (email available below). General contact details of provider: https://hal.archives-ouvertes.fr/ .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.