Customer Relationship Management (CRM) har fått ökad uppmärksamhetunder de senaste decennierna. Sökningar i vetenskapligaartiklar och litteratur visar att det finns behov av kunskap om CRM ochdess funktionalitet. Företaget som studeras i detta arbete är ett friståendeIT‐ och managementföretag som bland annat erbjuder CRMochERP‐system (Enterprise Resource planning) till kunder i olikabranscher. Företaget upplever att kunderna har olika behov och uppfattningarom funktionaliteten inom CRM‐system och även kring CRMfunktionalitetsom kan finnas i andra system såsom ERP‐system. Detfinns funktionalitet inom kundernas ERP‐/ekonomisystem som kanöverlappa funktioner i CRM‐system. Syftet med denna studie är attskapa en ökad förståelse för CRM‐systemens roll och dess funktioner.Resultatet baseras på ett slumpmässigt urval av åtta företag inom olikabranscher som hör till både små och medelstora företag. Undersökningenhar genomförts med hjälp av intervjuer med personer som är insatta iföretagens kundhantering. Information om företagens nuvarande CRMsystem,behov av CRM‐funktioner och egenskaper inom ERP‐/ekonomisystemen som svarar mot de önskade CRM‐funktionernainsamlades. Resultatet visar att företagens behov av nya system kanrealiseras genom utveckling av befintliga system istället för nya system.Det visar också att företagens ERP‐/ekonomisystem enbart används förekonomiärenden och inte för någon CRM‐funktionalitet. Små ochmedelstora företag löser sina CRM‐ärenden med separata IT‐lösningar. / During recent decades, Customer Relationship Management (CRM) hasbeen receiving increased attention. Searches within scientific articles andliteratures show that there is a need for increased knowledge in CRMand its functionality. The company studied in this work is an independentIT and management company that provides CRM and ERP systemsto customers in various industries. According to the companyʹs experience,their customers have different requirements and expectations ofthe functionality within CRM systems and also of the CRM functionalitythat can be found in other systems, such as ERP systems. There isfunctionality within the customersʹ ERP‐/financial systems which mayoverlap functions in the CRM system. The purpose of this study is tocreate a greater understanding of CRM systemsʹ role and its functions.The results are based on a random sample of eight companies in Sweden,within various industries, which are both small and medium sized.The survey was conducted by means of interview sessions with respondentswho are familiar with the company‐customer relationshipmanagement. Interview opportunities concern the collection of informationregarding the CRM functions and features within the ERP‐/financial systems of a current CRM system, which correspond to thedesired CRM functionality. The result shows that the business needs ofnew systems can be realized through the development of existingsystems rather than new systems. It also shows that the companiesʹ ERP‐/financial systems are used purely for financial matters and not for CRMfunctionality. Small and medium‐sized enterprises solve their CRMissues and financial matters by means of separate IT solutions.

Les métiers du tourisme emploient un actif sur dix dans l’économie mondiale et affichent une croissance forte. L’hôtellerie doit faire face aujourd’hui à une forte turbulence du marché avec l’apparition de nouveaux acteurs tel que Airbnb, qui concurrencent les groupes hôteliers multinationaux. La complexité croissante de l’environnement exige des chaînes hôtelières une capacité accrue d’adaptation. Les demandes des touristes se diversifiant vers davantage d’expériences et d’authenticité, les hôteliers fondent leurs stratégies sur ces concepts et les diffusent dans les métiers du front office. Ces salariés, qui doivent réaliser un travail émotionnel pour répondre aux attentes organisationnelles d’un service de qualité, se voient prescrire des injonctions parfois paradoxales qui peuvent déboucher sur des comportements de retrait et des cas de déséquilibre émotionnel. Une meilleure compréhension du travail émotionnel et de l’équilibre émotionnel individuel et collectif peut-elle permettre d’optimiser la capacité adaptative dans ces métiers de contact ? Nous proposons un apport original dans la littérature en sciences de gestion en reliant l’équilibre de l’être humain dans son univers de travail à l’équilibre organisationnel dans son environnement concurrentiel. Notre analyse qualitative, multiniveau et transdisciplinaire, guidée par l’approche épistémologique de la pensée complexe d’Edgar Morin, repose sur soixante entretiens d’employés et de managers du front office, et nous éclaire sur les comportements et les vécus émotionnels dans ces métiers à travers la perception de leurs rôles de travail exposés à l’évolution des normes organisationnelles issues de la stratégie des firmes. / Tourism employs one out of ten workers in the global economy and is showing very strong growth. The hotel industry is now facing strong market turbulence with the emergence of new players such as Airbnb, who compete with multinational hotel groups. The increasing complexity of the environment requires hotel chains to improve their ability to adapt. The demands of tourists are diversifying more towards experiences and authenticity, and hoteliers are basing their strategies on these concepts and transmitting them to front office jobs. These employees, who must perform emotional labor in order to meet the organizational expectations of a quality service, are prescribed paradoxical injunctions that lead to a multiplication of cases of emotional imbalance among these employees. The same phenomenon is observed among managers who, in addition to monitoring emotional management within their teams, must manage their own emotions. Can a better understanding of emotional labor as well as individual and collective emotional balances serve to optimize the adaptive capacity in these contact teams? We propose an original contribution in the management science literature by linking the balance of the human being in his workplace to the organizational balance in his competitive environment. Guided by Edgar Morin's epistemology of complex thought, we conducted a multilevel and transdisciplinary analysis based on the hoteliers' strategic issues, which are reflected in the organizational norms and in the work roles and experiences of the employees and managers.