Name: implementing crm: from technology to knowledge
SKU: 10759744
Price: 167.88 NZD
Availability: InStock
Author: david finnegan, leslie p. willcocks
ISBN: 9780470065266

portada implementing crm: from technology to knowledge

implementing crm: from technology to knowledge

Type

Physical Book

Publisher

wiley

Author

david finnegan, leslie p. willcocks

Pages

342.00

ISBN

0470065265

ISBN13

9780470065266

Synopsis "implementing crm: from technology to knowledge"

the book focuses on the actuality of implementing crm. it uncovers the micro political, behavioural, psychological and knowledge issues that are all too often neglected in crm implementations. it is about the organizations capability to provide a seamless and personalized experience to each customer rather than just rely on best practices, the latest crm software and assembling a customer database. this book will link crm systems implementation with organizational change for the first time. it will look 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. it will tell the story of two crm projects and describes in detail how a knowledge-based organization needs to address the challenge. it will also describe the micro-processes that occur on a daily basis in a company i.e. all the small decisions managers and employees take during the implementation of change and the creation of knowledge. this will include problem solving, communication between employees, inter-departmental conflicts and single customer relationships. the book will also provide frameworks and ideas for how implementing crm can be better handled.