Abstract
The major topics of this paper are the CRM (Customer Relationship Management) and the organizational processes. The main purpose is to analyze how the CRM adoption influences the management of the processes in a company. We used the El Sawy (2001) framework to analyze of the impact of the redesign of processes. This paper consists of two main parts: the theoretical part and the empirical part which constitutes a case study, featuring a qualitative research. This research aims at helping companies to gain a better insight into the redesign of the processes focused on the customer. The main result obtained in this research was a critical analysis, which raised the main issues related to the way the redesign of organizational processes was conducted. It mainly emphasized the company's inexperience in managing the redesign of processes and highlighted people's resistance with regard to an organization change.
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