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 mot… mais…
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.) gebundene Ausgabe 23.03.2007 Bücher>Fremdsprachige Bücher>Englische Bücher, John Wiley & Sons, Ltd., .200<
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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 mot… mais…
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, John Wiley & Sons, Ltd.<
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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 mot… mais…
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. Implementing CRM: From Technology to Knowledge Finnegan, David Jesse / Willcocks, Leslie P., John Wiley & Sons<
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This book offers an analysis of the broad CRM arena and explores the political, behavioural, psychological and knowledge issues that are often neglected in CRM implementations. In Imple… mais…
This book offers an analysis of the broad CRM arena and explores the political, behavioural, psychological and knowledge issues that are often neglected in CRM implementations. In Implementing CRM, David Finnegan and Leslie Willcocks: * Provide a detailed overview of the state of play with CRM and its implementation and link CRM with the key area and issue of systems integration. * Analyse critically existing implementation theories and the implementation of CRM systems from a knowledge sharing perspective. * Identify and define the role of sub cultures in the implementation process. * Assess the role of non codified knowledge and its significance in the implementation process of an IT system. * Measure knowledge sharing aids and barriers across sub cultures and their impact upon implementation. * Look into the role of psychological contracts and linkages with knowledge sharing and subculture interactions. * Offer detailed lessons and prescriptions from what they have learned about the neglected areas that explain why CRM implementation still underperforms in practical business contexts. Engelse Boeken Managementboeken Alle managementboeken Engelse Boeken > Managementboeken > Alle managementboeken Hardcover, [PU: Wiley]<
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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 mot… mais…
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.) gebundene Ausgabe 23.03.2007 Bücher>Fremdsprachige Bücher>Englische Bücher, John Wiley & Sons, Ltd., .200<
- No. 14418050. Custos de envio:Zzgl. Versandkosten. (EUR 15.91)
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 mot… mais…
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, John Wiley & Sons, Ltd.<
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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 mot… mais…
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. Implementing CRM: From Technology to Knowledge Finnegan, David Jesse / Willcocks, Leslie P., John Wiley & Sons<
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This book offers an analysis of the broad CRM arena and explores the political, behavioural, psychological and knowledge issues that are often neglected in CRM implementations. In Imple… mais…
This book offers an analysis of the broad CRM arena and explores the political, behavioural, psychological and knowledge issues that are often neglected in CRM implementations. In Implementing CRM, David Finnegan and Leslie Willcocks: * Provide a detailed overview of the state of play with CRM and its implementation and link CRM with the key area and issue of systems integration. * Analyse critically existing implementation theories and the implementation of CRM systems from a knowledge sharing perspective. * Identify and define the role of sub cultures in the implementation process. * Assess the role of non codified knowledge and its significance in the implementation process of an IT system. * Measure knowledge sharing aids and barriers across sub cultures and their impact upon implementation. * Look into the role of psychological contracts and linkages with knowledge sharing and subculture interactions. * Offer detailed lessons and prescriptions from what they have learned about the neglected areas that explain why CRM implementation still underperforms in practical business contexts. Engelse Boeken Managementboeken Alle managementboeken Engelse Boeken > Managementboeken > Alle managementboeken Hardcover, [PU: Wiley]<
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Dados bibliográficos do melhor livro correspondente
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.
Dados detalhados do livro - Implementing CRM
EAN (ISBN-13): 9780470065266 ISBN (ISBN-10): 0470065265 Livro de capa dura Ano de publicação: 2007 Editor/Editora: John Wiley & Sons Ltd 327 Páginas Peso: 0,621 kg Língua: eng/Englisch
Livro na base de dados desde 2007-05-30T10:25:03+01:00 (Lisbon) Página de detalhes modificada pela última vez em 2019-12-10T14:27:15+00:00 (Lisbon) Número ISBN/EAN: 9780470065266
Número ISBN - Ortografia alternativa: 0-470-06526-5, 978-0-470-06526-6 Ortografia alternativa e termos de pesquisa relacionados: Autor do livro: finnegan, david willcock, willcocks, david wilcock, david leslie Título do livro: crm, david wilcock
Dados da editora
Autor: David Finnegan; Leslie P. Willcocks Título: Wiley Series in Information Systems; Implementing CRM - From Technology to Knowledge Editora: John Wiley & Sons 342 Páginas Ano de publicação: 2007-03-23 Peso: 0,628 kg Língua: Inglês 71,90 € (DE) No longer receiving updates 152mm x 229mm x 24mm
BB; gebunden; Hardcover, Softcover / Wirtschaft/Management; Wirtschaftsmathematik und -informatik, IT-Management; Unternehmenstechnologie; Business & Management; Wirtschaft u. Management; Business Technology; Unternehmenstechnologie
About the Authors Series Preface Preface Chapter 1 Introduction and CRM Overview Chapter 2 Positioning CRM as IT -Enabled Business Change Chapter 3 CRM Implementation: The Neglected Roles of Culture, Knowledge and Psychological Contracts Chapter 4 Tools for Investigation: Methods, Pilot Study and Frameworks Chapter 5 CRM Implementation Case: A UK City Council Case Study (UKCC) Chapter 6 CRM Implementation Case: An International Enterprise (IE) Chapter 7 Cross-Case and Cross-Sector Analysis: What Can We Learn? Chapter 8 Conclusion: CRM Developments References Appendix A - Interview Guidelines for the Pilot / Initial Analysis Appendix B - Interview Guidelines for final data collection Appendix C - A Note on Processual Analysis References Index
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