CRM systems in industrial companies intra- and inter-organizational effects /
CRM Systems in Industrial Companies contributes new knowledge on Customer Relationship Management (CRM) in the field of industrial marketing. Based on an in-depth case study, this book highlights the complexity and challenges in the development, implementation and use of CRM, revealing how truly cha...
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Literature type: | Electronic Software eBook |
Language: | English |
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Online Access: |
http://www.palgraveconnect.com/doifinder/10.1057/9781137335661 |
Summary: |
CRM Systems in Industrial Companies contributes new knowledge on Customer Relationship Management (CRM) in the field of industrial marketing. Based on an in-depth case study, this book highlights the complexity and challenges in the development, implementation and use of CRM, revealing how truly challenging it is to extract value from CRM systems. |
Item Description: |
Electronic book text. Epublication based on: 9781137335654. |
Carrier Form: | 266 p. : 2 b&w, 12 figures, line drawings, 18. |
ISBN: |
9781137335661 : 1137335661 : |
CLC: | F713.55 |
Contents: | 1 Introduction: Research Purpose, Methodology and Contribution 2 Customer Relationships in Industrial Networks 3 Connecting IT Systems, Users and Organizations 4 CRM, its Roots in Management Studies and Recent Research Trends 5 Conceptualizing CRM as an Interacting Resource 6 Introducing CRM in an Industrial Company: the Case of Loccioni Group 7 Adopting and Using CRM at Loccioni Group 8 Managing Six Important Customer Relationships: Loccioni's KAMs and CRM 9 Case Analysis: the Embedding and Effects of CRM at Loccioni 10 Conclusions: Results, Managerial Implications and a Research Agenda. |