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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
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Author(s): Kaouther Jridi (ISG, University of Tunis, Tunisia), Dhouha Jaziri-Bouagina (University of Sousse, Tunisia) and Abdelfattah Triki (University of Tunis, Tunisia)
Copyright: 2017
Pages: 16
Source title: Handbook of Research on Information Management for Effective Logistics and Supply Chains
Source Author(s)/Editor(s): George Leal Jamil (InescTec, Portugal), António Lucas Soares (University of Porto, Portugal) and Cláudio Roberto Magalhães Pessoa (FUMEC University, Brazil)
DOI: 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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