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Customer Relationship Management in the Financial Industry / Organizational Processes and Technology Innovation / Federico Rajola / Buch / Management for Professionals / HC runder Rücken kaschiert - edition reliée, livre de poche

2013, ISBN: 9783642355530

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Customer Relationship Management in the Financial Industry Organizational Processes and Technology Innovation - edition reliée, livre de poche

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Customer Relationship Management in the Financial Industry
Auteur:
Titre:
ISBN:

9783642355530


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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Informations détaillées sur le livre - Customer Relationship Management in the Financial Industry


EAN (ISBN-13): 9783642355530
ISBN (ISBN-10): 3642355536
Version reliée
Date de parution: 2013
Editeur: Springer Berlin

Livre dans la base de données depuis 2014-04-21T11:50:37+02:00 (Paris)
Page de détail modifiée en dernier sur 2024-03-21T10:28:47+01:00 (Paris)
ISBN/EAN: 9783642355530

ISBN - Autres types d'écriture:
3-642-35553-6, 978-3-642-35553-0
Autres types d'écriture et termes associés:
Auteur du livre: feder, caldwell, federico
Titre du livre: indus, innovation technology, customer relationship management, the management innovation, federico

Données de l'éditeur

Auteur: Federico Rajola
Titre: Management for Professionals; Customer Relationship Management in the Financial Industry - Organizational Processes and Technology Innovation
Editeur: Springer; Springer Berlin
181 Pages
Date de parution: 2013-05-17
Berlin; Heidelberg; DE
Imprimé / Fabriqué en
Langue: Anglais
53,49 € (DE)
54,99 € (AT)
59,00 CHF (CH)
POD
XII, 181 p.

BB; Hardcover, Softcover / Wirtschaft/Volkswirtschaft; Finanzenwesen und Finanzindustrie; Verstehen; CRM 2.0; Change Management; Customer Relationship Management; Marketing Operations; Organization; Process Management; Financial Economics; Marketing; IT in Business; Organization; Marketing und Vertrieb; Wirtschaftsmathematik und -informatik, IT-Management; Unternehmensanwendungen; Organisationstheorie und -verhalten; EA; BC

Introduction.- 1. IT is Business: Some Emerging Reflections an IT Governance of CTM Projects.- 2. The Theoretical Framework of CRM.- 3. CRM Project Organization in the Financial Industry.- 4. CRM 2-0 in the Financial Industry.- 5. The Organization of Data Warehouse Activities.- 6. Organization of Knowledge Discovery and Customer Insight Activities.- 7. Data Mining Techniques.- 8. The Evolution of Customer Relationship and Customer Value.- 9. Main Benefits and Organizational Impacts of CRM within the Bank.- 10. Data Mining Systems supporting the Marketing Functions: The Experience of Banca Monte dei Pachi di Siena.- 11. Conclusion.
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

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