Implementing CRM – From Technology to Knowledge : From Technology to Knowledge
Book Details
Format
Hardback or Cased Book
Book Series
John Wiley Series in Information Systems
ISBN-10
0470065265
ISBN-13
9780470065266
Publisher
John Wiley & Sons Inc
Imprint
John Wiley & Sons Inc
Country of Manufacture
GB
Country of Publication
GB
Publication Date
Mar 23rd, 2007
Print length
342 Pages
Weight
624 grams
Dimensions
23.40 x 15.10 x 2.40 cms
Product Classification:
Customer services
Ksh 10,250.00
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0 in stock
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Quality
Fast
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.
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.
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