Crm, Learning and Organizational Control

Christophe Benavent, Olivier de la Villarmois

Resumo


In this article are explored in a theoretical way the determinants of performance of Customer Relationship Management information systems that are established gradually in most of large companies. The approach adopted in this study focuses attention upon two central assumptions: the effect of the systems of CRM is mediated first by an increasing capability of organizational learning, and secondly through better organisational control devices.

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DOI: http://dx.doi.org/10.4301/s1807-17752006000200006