Overview
- 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
- Includes supplementary material: sn.pub/extras
Part of the book series: Management for Professionals (MANAGPROF)
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Table of contents (12 chapters)
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Front Matter
Keywords
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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Authors and Affiliations
About the author
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.
Bibliographic Information
Book Title: Customer Relationship Management in the Financial Industry
Book Subtitle: Organizational Processes and Technology Innovation
Authors: Federico Rajola
Series Title: Management for Professionals
DOI: https://doi.org/10.1007/978-3-642-35554-7
Publisher: Springer Berlin, Heidelberg
eBook Packages: Business and Economics, Economics and Finance (R0)
Copyright Information: Springer-Verlag Berlin Heidelberg 2013
Hardcover ISBN: 978-3-642-35553-0Published: 17 May 2013
Softcover ISBN: 978-3-642-43564-5Published: 23 June 2015
eBook ISBN: 978-3-642-35554-7Published: 08 July 2014
Series ISSN: 2192-8096
Series E-ISSN: 2192-810X
Edition Number: 2
Number of Pages: XII, 181
Additional Information: First edition published under the title: Customer Relationship Management. Organizational and Technological Perspectives
Topics: Finance, general, Marketing, IT in Business, Organization