Dealing with resistance to new technology in Philam Asset Management, Inc

Competing in an industry where products are difficult to differentiate from one another, customer service defines which companies are a cut above the rest. For companies that strive to improve on their customer service, they soon realize that it will require them to know their customers better in or...

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Main Author: Isidro, Ritche Kristofferson C.
Format: text
Language:English
Published: Animo Repository 2014
Online Access:https://animorepository.dlsu.edu.ph/etd_masteral/4725
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Institution: De La Salle University
Language: English
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spelling oai:animorepository.dlsu.edu.ph:etd_masteral-115632022-07-22T02:30:54Z Dealing with resistance to new technology in Philam Asset Management, Inc Isidro, Ritche Kristofferson C. Competing in an industry where products are difficult to differentiate from one another, customer service defines which companies are a cut above the rest. For companies that strive to improve on their customer service, they soon realize that it will require them to know their customers better in order to create that distinct advantage. Philam Asset Management, Inc. believes that a customer relationship management system, provided by Salesforce.com will allow them to learn more about their customer and provide superior customer service to them versus the competition. However, the new technology has not received a warm welcome from its intended users, far from what the project proponent had hoped. The system was left underutilized for months after it has been officially launched and if left unaddressed, PAMI is at risk of joining the statistic of CRM failures in organizations that tried to adapt to the technology. Lewins Three-Step Model coupled with Davis Technology Acceptance Model lends the framework for analyzing the issues surrounding the resistance to the new technology by the sales employees of PAMI. The issue provided an opportunity to perform an action research, leading to the recommended intervention, and contributed to the learning of the insider action researcher. 2014-01-01T08:00:00Z text https://animorepository.dlsu.edu.ph/etd_masteral/4725 Master's Theses English Animo Repository
institution De La Salle University
building De La Salle University Library
continent Asia
country Philippines
Philippines
content_provider De La Salle University Library
collection DLSU Institutional Repository
language English
description Competing in an industry where products are difficult to differentiate from one another, customer service defines which companies are a cut above the rest. For companies that strive to improve on their customer service, they soon realize that it will require them to know their customers better in order to create that distinct advantage. Philam Asset Management, Inc. believes that a customer relationship management system, provided by Salesforce.com will allow them to learn more about their customer and provide superior customer service to them versus the competition. However, the new technology has not received a warm welcome from its intended users, far from what the project proponent had hoped. The system was left underutilized for months after it has been officially launched and if left unaddressed, PAMI is at risk of joining the statistic of CRM failures in organizations that tried to adapt to the technology. Lewins Three-Step Model coupled with Davis Technology Acceptance Model lends the framework for analyzing the issues surrounding the resistance to the new technology by the sales employees of PAMI. The issue provided an opportunity to perform an action research, leading to the recommended intervention, and contributed to the learning of the insider action researcher.
format text
author Isidro, Ritche Kristofferson C.
spellingShingle Isidro, Ritche Kristofferson C.
Dealing with resistance to new technology in Philam Asset Management, Inc
author_facet Isidro, Ritche Kristofferson C.
author_sort Isidro, Ritche Kristofferson C.
title Dealing with resistance to new technology in Philam Asset Management, Inc
title_short Dealing with resistance to new technology in Philam Asset Management, Inc
title_full Dealing with resistance to new technology in Philam Asset Management, Inc
title_fullStr Dealing with resistance to new technology in Philam Asset Management, Inc
title_full_unstemmed Dealing with resistance to new technology in Philam Asset Management, Inc
title_sort dealing with resistance to new technology in philam asset management, inc
publisher Animo Repository
publishDate 2014
url https://animorepository.dlsu.edu.ph/etd_masteral/4725
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