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Customer Relationship Management

Organizational and Technological Perspectives

  • Book
  • © 2003

Overview

Authors:
  1. Federico Rajola

    1. Università Cattolica del Sacro Cuore, Milan, Italy

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  • Contemplation of technology from an organizational and managerial perspective

  • Case studies illustrate the technologies employed, the change management and organizational topics companies have to deal with

  • Includes supplementary material: sn.pub/extras

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Table of contents (9 chapters)

  1. Front Matter

    Pages I-XI
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  2. Introduction

    • Federico Rajola
    Pages 1-8

  3. The Theoretical Framework of CRM

    • Federico Rajola
    Pages 9-15

  4. CRM Project Organization in the Financial Industry

    • Federico Rajola
    Pages 17-41

  5. The Organization of Data Warehouse Activities

    • Federico Rajola
    Pages 43-60

  6. Organization of Knowledge Discovery and Customer Insight Activities

    • Federico Rajola
    Pages 61-70

  7. Data Mining Techniques

    • Federico Rajola
    Pages 71-89

  8. The Evolution of Customer Relationships and Customer Value

    • Federico Rajola
    Pages 91-112

  9. Main Benefits and Organizational Impacts of CRM within the Bank

    • Federico Rajola
    Pages 113-117

  10. Data Mining Systems Supporting the Marketing Function: The Experience of Banca Monte dei Paschi di Siena

    • Federico Rajola
    Pages 119-147

  11. Back Matter

    Pages 155-172
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Keywords

About this book

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.

Authors and Affiliations

  • Università Cattolica del Sacro Cuore, Milan, Italy

    Federico Rajola

Bibliographic Information

  • Book Title: Customer Relationship Management

  • Book Subtitle: Organizational and Technological Perspectives

  • Authors: Federico Rajola

  • DOI: https://doi.org/10.1007/978-3-540-24718-0

  • Publisher: Springer Berlin, Heidelberg

  • eBook Packages: Springer Book Archive

  • Copyright Information: Springer-Verlag Berlin Heidelberg 2003

  • Hardcover ISBN: 978-3-540-44001-7Published: 19 March 2003

  • Softcover ISBN: 978-3-642-07885-9Published: 14 March 2012

  • eBook ISBN: 978-3-540-24718-0Published: 19 March 2013

  • Edition Number: 1

  • Number of Pages: XI, 172

  • Topics: IT in Business, Marketing, Information Systems Applications (incl. Internet)

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