Implementing CRM : From Technology to Knowledge Hardback
by David (University of Warwick) Finnegan, Leslie P. (University of Oxford, UK) Willcocks
Part of the John Wiley Series in Information Systems series
Hardback
Description
The authors focus on the actuality of implementing CRM.
They uncover the micro political, behavioural, psychological and knowledge issues that are all too often neglected in CRM implementations. Implementing CRM links CRM systems implementation with organizational change for the first time.
It looks into the factors that distinguish firms that are more capable of connecting with their customers and awarded with customer loyalty with firms that are not as successful.
Implementing CRM provides frameworks and ideas for how implementing CRM can be better handled.
Information
-
Available to Order - This title is available to order, with delivery expected within 2 weeks
- Format:Hardback
- Pages:342 pages
- Publisher:John Wiley & Sons Inc
- Publication Date:23/03/2007
- Category:
- ISBN:9780470065266
Information
-
Available to Order - This title is available to order, with delivery expected within 2 weeks
- Format:Hardback
- Pages:342 pages
- Publisher:John Wiley & Sons Inc
- Publication Date:23/03/2007
- Category:
- ISBN:9780470065266
