Customer relationship management : organizational and technological perspectives /
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) syst...
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| Format: | eBook |
| Language: | English |
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Berlin ; New York :
Springer,
[2003]
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| Online Access: | Connect to the full text of this electronic book |
| Summary: | 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. |
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| Item Description: | Softcover reprint of the hardcover 1st edition 2003. Electronic resource. |
| Physical Description: | 1 online resource (xi, 172 pages) : illustrations |
| Bibliography: | Includes bibliographical references (pages [155]-172). |
| ISBN: | 9783540247180 (electronic bk.) 3540247181 (electronic bk.) |