Systèmes d'Information et Management


The article examines the development of competencies related to customer consultation websites and analyzes its impact on customer adviser's competencies in the later face to face relationship. We focus on the use of software applications by the customer adviser (CA) during the relationship with the customer. Several methodologies were used: a study of the websites, an online questionnaire, a functional analysis of software, observations in the presence of the customer and the CA. The main results show that the consultation of websites enables clients to develop competencies; the CA reflects this customers'competence to manage their relationship with customers; CA mobilizes its competencies based on the expertise held by the customer to perform the service expected in this context; the complexity of the case presented by the customer becomes secondary in the mobilization of the customer adviser'competencies; the software available to the CA is used in connection with the competence profile of the customer.