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2007
ACM

The implications of enterprise-wide pipeline management tools for organizational relations and exchanges

13 years 7 months ago
The implications of enterprise-wide pipeline management tools for organizational relations and exchanges
This paper explores the impact of enterprise-wide processes and technologies on group relations and exchanges. We examine the use of Customer Relationship Management (CRM) tools in sales pipeline management. Through an ethnographic study of globallydistributed sales teams we show that the way enterprise-wide tools are integrated into daily practices impacts organizational relations and exchange. We pay particular attention to information exchange as a vehicle for building, leveraging and deterring organizational relations. Our analysis suggests that different approaches to using standardized tools and processes have variable impact on team relations. We provide support for the argument that technologies should be designed and deployed in accordance with an understanding of the contexts of use and in consideration for their impact on organizational relations. Categories and Subject Descriptors: H5.m. Information interfaces and presentation (e.g., HCI): Miscellaneous. General Terms: Man...
Melissa Cefkin, Jakita O. Thomas, Jeanette Blomber
Added 16 Aug 2010
Updated 16 Aug 2010
Type Conference
Year 2007
Where GROUP
Authors Melissa Cefkin, Jakita O. Thomas, Jeanette Blomberg
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