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CLC: J - 艺术

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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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Bibliographic Details
Main Authors: Perna, Andrea.
Group Author: Baraldi, Enrico
Published:
Literature type: Electronic Software eBook
Language: English
Subjects:
Customer relations > Management.
Customer relations > Management > Data processing.
Customer relations > Management > Data processing > Case studies.
Customer services.
Business innovation.
Business strategy.
Business mathematics & systems.
Business and Management.
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.

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