000 03673nam a22005415i 4500
001 978-3-642-35554-7
003 DE-He213
005 20200420211749.0
007 cr nn 008mamaa
008 130504s2013 gw | s |||| 0|eng d
020 _a9783642355547
_9978-3-642-35554-7
024 7 _a10.1007/978-3-642-35554-7
_2doi
050 4 _aHG1-HG9999
072 7 _aKFF
_2bicssc
072 7 _aBUS027000
_2bisacsh
082 0 4 _a332
_223
100 1 _aRajola, Federico.
_eauthor.
245 1 0 _aCustomer Relationship Management in the Financial Industry
_h[electronic resource] :
_bOrganizational Processes and Technology Innovation /
_cby Federico Rajola.
250 _a2nd ed. 2013.
264 1 _aBerlin, Heidelberg :
_bSpringer Berlin Heidelberg :
_bImprint: Springer,
_c2013.
300 _aXII, 181 p.
_bonline resource.
336 _atext
_btxt
_2rdacontent
337 _acomputer
_bc
_2rdamedia
338 _aonline resource
_bcr
_2rdacarrier
347 _atext file
_bPDF
_2rda
490 1 _aManagement for Professionals,
_x2192-8096
505 0 _aIntroduction -- 1. IT is Business: Some Emerging Reflections an IT Governance of CTM Projects -- 2. The Theoretical Framework of CRM -- 3. CRM Project Organization in the Financial Industry -- 4. CRM 2-0 in the Financial Industry.- 5. The Organization of Data Warehouse Activities -- 6. Organization of Knowledge Discovery and Customer Insight Activities -- 7. Data Mining Techniques -- 8. The Evolution of Customer Relationship and Customer Value -- 9. Main Benefits and Organizational Impacts of CRM within the Bank -- 10. Data Mining Systems supporting the Marketing Functions: The Experience of Banca Monte dei Pachi di Siena -- 11. Conclusion.
520 _aAn integrated view of IT and business processes through extended IT governance allows financial institutions to innovate operations which improve business and organizational performance. However, financial institutions still face challenges with CRM systems in delivering expected results due to lack of complete business integration.  Increased exchange of knowledge between customers and the amount of such data available is steadily becoming a challenge for companies, especially in extending internal systems to global information systems with the purpose to collect and update data on a global scale. In this book, Prof. Rajola analyses different aspects of CRM systems taking both an organizational and a technological perspective.  He adopts a theoretical framework to unpack issues associated with the need for companies to integrate operations and business processes. The emphasis is then drawn to development of effective CRM (and CRM 2.0) initiatives by making use of illustrative case studies of successful CRM systems implementation in the financial industry. The framework adopted in this book can be used by both scholars and managers to evaluate the interdependencies between operations, business processes, and CRM systems.   .  .
650 0 _aFinance.
650 0 _aMarketing.
650 0 _aOrganization.
650 0 _aPlanning.
650 0 _aInformation technology.
650 0 _aBusiness
_xData processing.
650 1 4 _aFinance.
650 2 4 _aFinance, general.
650 2 4 _aMarketing.
650 2 4 _aIT in Business.
650 2 4 _aOrganization.
710 2 _aSpringerLink (Online service)
773 0 _tSpringer eBooks
776 0 8 _iPrinted edition:
_z9783642355530
830 0 _aManagement for Professionals,
_x2192-8096
856 4 0 _uhttp://dx.doi.org/10.1007/978-3-642-35554-7
912 _aZDB-2-SBE
942 _cEBK
999 _c51159
_d51159