Companies and financial institutions are employing operational information systems in an efficient way. While they have consolidated a strong level of knowledge in management information systems, there is still a lack of knowledge on the right way to apply customer relationship management (CRM) systems under a business perspective. Most of the companies are still having problems in evaluating how CRM can meet with the expected results. The level of complexity is perceived both under a technological and organizational point of view. A complete innovation process and heavy change management initiatives should be ensured in order to have effective and successful systems. This book offers a solid theoretical and practical perspective on how to face CRM projects, describing the most appropriate technologies and organizational issues that have to be considered. Some explaining cases have been included as well.

Rajola, F., Customer relationship management: organizational and technological perspectives, Springer, Heidelberg Germany 2003: pp 180,. https://doi.org/10.1007/978-3-540-24718-0 [https://hdl.handle.net/10807/240654]

Customer relationship management: organizational and technological perspectives

Rajola, Federico
2003

Abstract

Companies and financial institutions are employing operational information systems in an efficient way. While they have consolidated a strong level of knowledge in management information systems, there is still a lack of knowledge on the right way to apply customer relationship management (CRM) systems under a business perspective. Most of the companies are still having problems in evaluating how CRM can meet with the expected results. The level of complexity is perceived both under a technological and organizational point of view. A complete innovation process and heavy change management initiatives should be ensured in order to have effective and successful systems. This book offers a solid theoretical and practical perspective on how to face CRM projects, describing the most appropriate technologies and organizational issues that have to be considered. Some explaining cases have been included as well.
2003
Inglese
Monografia o trattato scientifico
Springer
Rajola, F., Customer relationship management: organizational and technological perspectives, Springer, Heidelberg Germany 2003: pp 180,. https://doi.org/10.1007/978-3-540-24718-0 [https://hdl.handle.net/10807/240654]
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Utilizza questo identificativo per citare o creare un link a questo documento: https://hdl.handle.net/10807/240654
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