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Getting to the root of the under-use of management systems : a longitudinal study of a CRM software package
[La fabrication de la sous-utilisation des outils de gestion : une étude longitudinale d’un progiciel CRM]

Author

Listed:
  • Claire Dambrin

    (ESCP Europe - Ecole Supérieure de Commerce de Paris)

  • Bénédicte Grall

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

Abstract

In this paper, we aim to unpack an organizational phenomenon that is often taken for granted: the under-use of management systems. We look at one specific management tool: a Customer Relationship Management software package whose implementation and usage we monitored over a 10-year period (2002-2012), in a French company specializing in the door-drop advertising market. We build on Actor Network Theory, drawing on concepts such as script, interactions between users and technical objects (Akrich 2006a, 2006b) and interessement to trace the roots of the CRM's under-use. We show that the under-use of the CRM is created by three dynamics of interessement: a discontinuation of users' interessement, an anti-interessement and a short-term interessement creating long-term loss of interest. These results allow us to refresh results of previous research on vernaculars and on the life cycle of accounting tools.

Suggested Citation

  • Claire Dambrin & Bénédicte Grall, 2021. "Getting to the root of the under-use of management systems : a longitudinal study of a CRM software package [La fabrication de la sous-utilisation des outils de gestion : une étude longitudinale d’," Post-Print hal-03456906, HAL.
    • Handle: RePEc:hal:journl:hal-03456906
    DOI: 10.3917/cca.273.0101
    as

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