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Implementing CRM: From Technology to Knowledge
ISBN: 978-0-470-98540-3
July 2011
352 pages
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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.
Describes the micro-processes that occur on a daily basis in a company.
Explores problem solving, communication between employees, inter-departmental conflicts and single customer relationships.
Provides frameworks and ideas on how implementing CRM can be better handled.