Customer Relationship Management

Organizational and Technological Perspectives

  • Federico¬†Rajola

Table of contents

  1. Front Matter
    Pages I-XI
  2. Federico Rajola
    Pages 1-8
  3. Federico Rajola
    Pages 9-15
  4. Federico Rajola
    Pages 43-60
  5. Federico Rajola
    Pages 71-89
  6. Back Matter
    Pages 155-172

About this book


Companies and financial institutions are employing operational information systems in an efficient way. While they have consolidated a strong level of knowledge in management information systems, there is still a lack of knowledge on the right way to apply customer relationship management (CRM) systems under a business perspective. Most of the companies are still having problems in evaluating how CRM can meet with the expected results. The level of complexity is perceived both under a technological and organizational point of view. A complete innovation process and heavy change management initiatives should be ensured in order to have effective and successful systems. This book offers a solid theoretical and practical perspective on how to face CRM projects, describing the most appropriate technologies and organizational issues that have to be considered. Some explaining cases have been included as well.


Business Intelligence CRM Costumer Relationship Management Customer Relationship Management Customer Value Data Warehousing Marketing Information Systems change management complexity data mining data warehouse information system marketing org

Authors and affiliations

  • Federico¬†Rajola
    • 1
  1. 1.Università Cattolica del Sacro CuoreMilanItaly

Bibliographic information

  • DOI
  • Copyright Information Springer-Verlag Berlin Heidelberg 2003
  • Publisher Name Springer, Berlin, Heidelberg
  • eBook Packages Springer Book Archive
  • Print ISBN 978-3-642-07885-9
  • Online ISBN 978-3-540-24718-0
  • Buy this book on publisher's site
Industry Sectors
Chemical Manufacturing
Finance, Business & Banking
IT & Software
Consumer Packaged Goods