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An Empirical Study on Selling Process Reengineering Success Model  

Kim, Gyeung-Min (Information Systems College of Business Administration Ewha Womans University)
Bang, So-Yeon (Business Analyst Deloitte Consulting Korea)
Publication Information
Information Systems Review / v.10, no.1, 2008 , pp. 1-20 More about this Journal
Abstract
One of the major applications of CRM systems is to integrate and automate selling processes. CRM systems provide sales people with tools and data sources they need to reengineer their selling processes. In the industry where sales are traditionally based on personal relationships and the use of the CRM systems is voluntary, the installation of technical solutions does not guarantee Selling Process Reengineering (SPR). The objective of this study is to investigate (1) organizational factors that influence CRM use by sales personnel; and (2) the mediation effect of CRM system use on SPR success when system use and process reengineering are voluntary rather than institutional. Understanding the determinants of voluntary CRM system use and SPR success provide valuable guidance for managers. Managers can benefit from this study by focusing on improving the factors that affect voluntary CRM system use and SPR success.
Keywords
Process Reengineering; Customer Relationship Management; Selling Process; Voluntary IS Use;
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