Management for Professionals

Customer Relationship Management in the Financial Industry

Organizational Processes and Technology Innovation

Authors: Rajola, Federico

  • Presents CRM for financial institutions using illustrative case studies of successful projects
  • Provides an organizational and technological perspective of relationship management initiatives
  • Includes important concepts related to CRM 2.0
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eBook $74.99
price for USA (gross)
  • ISBN 978-3-642-35554-7
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  • Immediate eBook download after purchase
Hardcover $99.00
price for USA
  • ISBN 978-3-642-35553-0
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
Softcover $99.00
price for USA
  • ISBN 978-3-642-43564-5
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
About this book

An integrated view of IT and business processes through extended IT governance allows financial institutions to innovate operations which improve business and organizational performance. However, financial institutions still face challenges with CRM systems in delivering expected results due to lack of complete business integration.  Increased exchange of knowledge between customers and the amount of such data available is steadily becoming a challenge for companies, especially in extending internal systems to global information systems with the purpose to collect and update data on a global scale.

In this book, Prof. Rajola analyses different aspects of CRM systems taking both an organizational and a technological perspective.  He adopts a theoretical framework to unpack issues associated with the need for companies to integrate operations and business processes. The emphasis is then drawn to development of effective CRM (and CRM 2.0) initiatives by making use of illustrative case studies of successful CRM systems implementation in the financial industry. The framework adopted in this book can be used by both scholars and managers to evaluate the interdependencies between operations, business processes, and CRM systems.

 

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About the authors

Federico Rajola holds a PhD in Information Systems and Management. He is a Professor at the Management Faculty of the Università Cattolica of Milan where he teaches Project Management and Organization Studies. He is also the Rector Delegate on Information Technology and Innovation and the scientific director of CeTIF, the research Centre on Technology, Innovation, and Finance of the Catholic University. He has chaired several International academic conferences and workshops, and has authored several articles and books on Information Systems, Business Intelligence, CRM, and Innovation in organizations. Several Innovative European research projects under the program Esprit and IST have been coordinated and managed by Prof. Rajola.

Table of contents (12 chapters)

  • Introduction

    Rajola, Federico

    Pages 1-7

  • IT is Business: Some Emerging Reflections and IT Governance of CRM Projects

    Rajola, Federico

    Pages 9-25

  • The Theoretical Framework of CRM

    Rajola, Federico

    Pages 27-33

  • CRM Project Organization in the Financial Industry

    Rajola, Federico

    Pages 35-61

  • CRM 2.0 in the Financial Industry

    Rajola, Federico

    Pages 63-82

Buy this book

eBook $74.99
price for USA (gross)
  • ISBN 978-3-642-35554-7
  • Digitally watermarked, DRM-free
  • Included format: EPUB, PDF
  • ebooks can be used on all reading devices
  • Immediate eBook download after purchase
Hardcover $99.00
price for USA
  • ISBN 978-3-642-35553-0
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
Softcover $99.00
price for USA
  • ISBN 978-3-642-43564-5
  • Free shipping for individuals worldwide
  • Usually dispatched within 3 to 5 business days.
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Bibliographic Information

Bibliographic Information
Book Title
Customer Relationship Management in the Financial Industry
Book Subtitle
Organizational Processes and Technology Innovation
Authors
Series Title
Management for Professionals
Copyright
2013
Publisher
Springer-Verlag Berlin Heidelberg
Copyright Holder
Springer-Verlag Berlin Heidelberg
eBook ISBN
978-3-642-35554-7
DOI
10.1007/978-3-642-35554-7
Hardcover ISBN
978-3-642-35553-0
Softcover ISBN
978-3-642-43564-5
Series ISSN
2192-8096
Edition Number
2
Number of Pages
XII, 181
Additional Information
First edition published under the title: Customer Relationship Management. Organizational and Technological Perspectives
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