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

Author

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  • Bénédicte Grall

    (LIRSA - Laboratoire interdisciplinaire de recherche en sciences de l'action - CNAM - Conservatoire National des Arts et Métiers [CNAM])

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
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    References listed on IDEAS

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    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)

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