Sales Process Automation in the Client’s Management Context trough CRM

Authors

  • Flávio Régio Brambilla Universidade Luterana do Brasil - ULBRA

DOI:

https://doi.org/10.5902/198346591634

Abstract

In the management of customers’ relationships or Customer Relationship Management (CRM), the Sales Force Automation (SFA), or automation of the sellers, evoke a significant impact in technological as in relational side. Trough a Case Study in the relationship between a developer company and other company as user of CRM, results indicate that, contrary to the theory, the automation not always is noticed by the personnel of sales as a threat, but as a supporting tool. It is supposed that the technological readiness of the organizations exercises impact to obtaining contrary results in front of the general theoretical propositions.

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Author Biography

Flávio Régio Brambilla, Universidade Luterana do Brasil - ULBRA

Doutorando em Administração (UNISINOS). Mestre em Administração e Negócios: Marketing (PUC/RS). Professor do Curso de Administração da Universidade Luterana do Brasil (ULBRA).

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Published

2012-06-26

How to Cite

Brambilla, F. R. (2012). Sales Process Automation in the Client’s Management Context trough CRM. Revista De Administração Da UFSM, 5(1), 29–46. https://doi.org/10.5902/198346591634

Issue

Vol. 5 No. 1 (2012): Jan-Abr

Section

Articles

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