【2013】Customer Relationship Management in the Financial Industry: Organizational Processes and Technology Innovation

Book 图书名称：Customer Relationship Management in the Financial Industry: Organizational Processes and Technology Innovation
Author 作者：    Federico Rajola
Publisher 出版社：Springer Berlin Heidelberg
Page 页数：186
Publishing Date 出版时间：May 2013                        
Language 语言：English
Size 大小： 2.5 MB
Format 格式：pdf  文字版
ISBN:978-3-642-35553-0, 978-3-642-35554-7
Edition:   第1版  搜索过论坛，没有该文档


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.


== Table of contents ==

Content:
Front Matter....Pages i-xii
Introduction....Pages 1-7
IT is Business: Some Emerging Reflections and IT Governance of CRM Projects....Pages 9-25
The Theoretical Framework of CRM....Pages 27-33
CRM Project Organization in the Financial Industry....Pages 35-61
CRM 2.0 in the Financial Industry....Pages 63-82
The Organization of Data Warehouse Activities....Pages 83-98
Organization of Knowledge Discovery and Customer Insight Activities....Pages 99-107
Data Mining Techniques....Pages 109-125
The Evolution of Customer Relationships and Customer Value....Pages 127-145
Main Benefits and Organizational Impacts of CRM Within the Bank....Pages 147-151
Data Mining Systems Supporting the Marketing Function: The Experience of Banca Monte dei Paschi di Siena....Pages 153-176
Conclusion....Pages 177-181


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