THE DEVIL AND CUSTOMER RELATIONSHIP MANAGEMENT

Hannah Knox, Damian O'Doherty, Theo Vurdubakis and Chris Westrup

Journal of Cultural Economy, 2010, vol. 3, issue 3, 339-359

Abstract: The paper takes as its starting point the diffusion of ICT applications associated with so-called ‘customer relationship management’ (CRM). CRM encourages organisations to shift their understanding of customers from an episodic and transaction-based perspective to one that emphasises continuous ‘relationship management’. CRM applications thus promise to deliver more, real-time accurate information about consumer habits and behaviours therefore allowing organisations to maximise their extraction of business value. This paper explores the ways in which such inscriptive technologies are not merely referential but also constitutive of contemporary re-presentations and ideals of the consuming subject. Focusing on what we might call the ‘digital doubles’ of customer relationship management the authors explore how such inscriptive apparatuses simultaneously work to perform an image of the consuming subject, whilst also appearing endemically prone to instability and representational excess. Through an investigation of managerial imagery of computer enabled CRM, the paper explores the ways in which ambiguity and ambivalence continue to haunt advances in corporate technologies of surveillance and tele-control.

Date: 2010
References: View complete reference list from CitEc
Citations: View citations in EconPapers (1)

Downloads: (external link)
http://hdl.handle.net/10.1080/17530350.2010.506320 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:taf:jculte:v:3:y:2010:i:3:p:339-359

Ordering information: This journal article can be ordered from
http://www.tandfonline.com/pricing/journal/RJCE20

DOI: 10.1080/17530350.2010.506320

Access Statistics for this article

Journal of Cultural Economy is currently edited by Michael Pryke, Joe Deville, Tony Bennett, Liz McFall and Melinda Cooper

More articles in Journal of Cultural Economy from Taylor & Francis Journals
Bibliographic data for series maintained by ().