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Implementing CRM: From Technology to Knowledge - David Finnegan#Leslie P. Willcocks
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Implementing CRM: From Technology to Knowledge - new book

ISBN: 9780470065266

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Firms are continually seeking new ways to forge close relationships with their most valuable customers. With recent advances in networking and database management, firms have both the motivation and the means for improving their Customer Relationship Management (CRM) strategies. This book focuses on the actuality of implementing CRM. It is about the organization´s ability to provide a seamless and personalized experience to each customer rather than a transactional or product-focused approach where the future of the relationship is not an over-riding consideration. This book connects CRM systems implementation with organizational change for the first time. It looks into the factors that distinguish firms which connect with their customers and gain customer loyalty with firms that are not as successful. It also describes the micro-processes that occur on a daily basis in a company and all the small decisions managers and employees take during the implementation of change and the creation of knowledge. Finnegan and Willcocks note that CRM implementation is not the straightforward process that many of the trade publications would have us believe. They state the failure rate of large CRM projects may be as high at 70%. Through the lens of two detailed case studies, the authors investigate why CRM is no panacea. Firms are continually seeking new ways to forge close relationships with their most valuable customers. With recent advances in networking and database management, firms have both the motivation and the means for improving their Customer Relationship Management (CRM) strategies. This book focuses on the actuality of implementing CRM. Buch (fremdspr.) Bücher>Fremdsprachige Bücher>Englische Bücher, Wiley John + Sons

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Implementing CRM: From Technology to Knowledge (John Wiley Series in Information Systems) - David Finnegan, Leslie P. Willcocks
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David Finnegan, Leslie P. Willcocks:
Implementing CRM: From Technology to Knowledge (John Wiley Series in Information Systems) - hardcover

ISBN: 9780470065266

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Wiley. Hardcover. VERY GOOD. Cover and pages show some wear from reading and storage., Wiley

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Implementing CRM: From Technology to Knowledge - David Finnegan
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David Finnegan:
Implementing CRM: From Technology to Knowledge - hardcover

ISBN: 9780470065266

ID: 9780470065266

Implementing CRM: From Technology to Knowledge Implementing-CRM~~David-Finnegan Business>Management>Mgt/Leadership Hardcover, Wiley

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Implementing CRM: From Technology to Knowledge (John Wiley Series in Information Systems) - Leslie P. Willcocks
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Leslie P. Willcocks:
Implementing CRM: From Technology to Knowledge (John Wiley Series in Information Systems) - hardcover

ISBN: 9780470065266

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Implementing Crm: From Technology To Knowledge - Leslie P. Willcocks
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Implementing Crm: From Technology To Knowledge - new book

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Details of the book
Implementing CRM: From Technology to Knowledge

Firms are continually seeking new ways to forge close relationships with their most valuable customers. With recent advances in networking and database management, firms have both the motivation and the means for improving their Customer Relationship Management (CRM) strategies. This book focuses on the actuality of implementing CRM. It is about the organization's ability to provide a seamless and personalized experience to each customer rather than a transactional or product-focused approach where the future of the relationship is not an over-riding consideration. This book connects CRM systems implementation with organizational change for the first time. It looks into the factors that distinguish firms which connect with their customers and gain customer loyalty with firms that are not as successful. It also describes the micro-processes that occur on a daily basis in a company and all the small decisions managers and employees take during the implementation of change and the creation of knowledge. Finnegan and Willcocks note that CRM implementation is not the straightforward process that many of the trade publications would have us believe. They state the failure rate of large CRM projects may be as high at 70%. Through the lens of two detailed case studies, the authors investigate why CRM is no panacea.

Details of the book - Implementing CRM: From Technology to Knowledge


EAN (ISBN-13): 9780470065266
ISBN (ISBN-10): 0470065265
Hardcover
Publishing year: 2007
Publisher: John Wiley & Sons
327 Pages
Weight: 0,621 kg
Language: eng/Englisch

Book in our database since 30.05.2007 11:25:03
Book found last time on 29.10.2017 14:29:34
ISBN/EAN: 9780470065266

ISBN - alternate spelling:
0-470-06526-5, 978-0-470-06526-6


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