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...

• Type: Conference
• Year: 2007
• Where: GROUP
• Authors: Melissa Cefkin, Jakita O. Thomas, Jeanette Blomberg
• Keywords: Applied Computing, GROUP 2007, Impacts Organizational Relations, Organizational Relations, Way Enterprise-wide Tools