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The SCM, CRM Information System, and KM – An Integrating Theoretical View: The Case of Sales Force Automation

The SCM, CRM Information System, and KM – An Integrating Theoretical View: The Case of Sales Force Automation

Kaouther Jridi, Dhouha Jaziri-Bouagina, Abdelfattah Triki
Copyright: © 2017 |Pages: 16
ISBN13: 9781522509738|ISBN10: 1522509739|EISBN13: 9781522509745
DOI: 10.4018/978-1-5225-0973-8.ch013
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MLA

Jridi, Kaouther, et al. "The SCM, CRM Information System, and KM – An Integrating Theoretical View: The Case of Sales Force Automation." Handbook of Research on Information Management for Effective Logistics and Supply Chains, edited by George Leal Jamil, et al., IGI Global, 2017, pp. 239-254. https://doi.org/10.4018/978-1-5225-0973-8.ch013

APA

Jridi, K., Jaziri-Bouagina, D., & Triki, A. (2017). The SCM, CRM Information System, and KM – An Integrating Theoretical View: The Case of Sales Force Automation. In G. Jamil, A. Soares, & C. Pessoa (Eds.), Handbook of Research on Information Management for Effective Logistics and Supply Chains (pp. 239-254). IGI Global. https://doi.org/10.4018/978-1-5225-0973-8.ch013

Chicago

Jridi, Kaouther, Dhouha Jaziri-Bouagina, and Abdelfattah Triki. "The SCM, CRM Information System, and KM – An Integrating Theoretical View: The Case of Sales Force Automation." In Handbook of Research on Information Management for Effective Logistics and Supply Chains, edited by George Leal Jamil, António Lucas Soares, and Cláudio Roberto Magalhães Pessoa, 239-254. Hershey, PA: IGI Global, 2017. https://doi.org/10.4018/978-1-5225-0973-8.ch013

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Abstract

Many researchers have treated the sales force automation (SFA) and acknowledged its benefits for the company. However, very few of them have considered the SFA as an effective tool of customer relationship management. Hence, this present chapter aims to advance a new theoretical and managerial vision where the SFA is revisited through the consideration of the customer relationship management but also, by scrutinizing its key role through the knowledge management to optimize the commercial function as a crucial aspect of the supply chain management. Particularly, the impact on the sellers' performance will be discussed. In this case, the commercial function is concerned as a partial supply chain.

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