Implementing CRM
From Technology to Knowledge
Leslie P Willcocks author David Finnegan author
Format:Hardback
Publisher:John Wiley & Sons Inc
Published:23rd Mar '07
Currently unavailable, and unfortunately no date known when it will be back
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.
"...Unternehmen, die mit ihrem Customer-Relationship-Management-System nicht zufrieden sind, finden in diesem Buch viele Anregungen für Verbesserungen." (Managementkompass, Broschüre mit dem Titel: Wachstumstreiber Technologie, 2008)
ISBN: 9780470065266
Dimensions: 232mm x 159mm x 26mm
Weight: 624g
342 pages