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The Resource CRM systems in industrial companies : intra- and inter-organizational effects, Andrea Perna, Enrico Baraldi, (electronic book ;)

CRM systems in industrial companies : intra- and inter-organizational effects, Andrea Perna, Enrico Baraldi, (electronic book ;)

Label
CRM systems in industrial companies : intra- and inter-organizational effects
Title
CRM systems in industrial companies
Title remainder
intra- and inter-organizational effects
Statement of responsibility
Andrea Perna, Enrico Baraldi
Creator
Contributor
Subject
Genre
Language
eng
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.
Member of
Cataloging source
UK-WkNB
http://library.link/vocab/creatorName
Perna, Andrea
Dewey number
658.812
Illustrations
illustrations
Index
no index present
Literary form
non fiction
http://library.link/vocab/relatedWorkOrContributorName
Baraldi, Enrico
http://library.link/vocab/subjectName
  • Customer relations
  • Customer relations
  • Customer relations
Summary expansion
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. This book proposes an alternative conceptualization of CRM: relying on the industrial marketing and purchasing (IMP) perspective, CRM becomes a socio-technical "resource" which needs to be connected to the other resources before it can create effects on customer relationships. Featuring an extensive case study of an internally developed CRM system, the book unveils the non-linear and unpredictable nature of implementing and using CRM. Having installed the CRM system is no guarantee that it will be utilized and create effects on customer relationships. As this book demonstrates, CRM can contribute value only if it becomes interfaced with individual users, and with intra- and inter- organizational context of use. More precisely, in order to produce positive effects, CRM has to match the individual user's specific information needs and attitude toward IT; it has to be supported by high internal coordination between organizational units; and it has to match the history and logic of the external relationships to which it is applied. By highlighting these demanding conditions, this book reveals how truly challenging it is to extract value from CRM systems
Label
CRM systems in industrial companies : intra- and inter-organizational effects, Andrea Perna, Enrico Baraldi, (electronic book ;)
Instantiates
Publication
Note
Users can print and/or download individual articles/chapters and other individual items from Palgrave Connect ebooks, limited to no more than one chapter per title per authorised user
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
Control code
9781137335661
Extent
266 p.
Form of item
electronic
Isbn
9781137335654
Other physical details
2 b&w, 12 figures, line drawings, 18.
Specific material designation
unspecified
Type of computer file
PDF.
Label
CRM systems in industrial companies : intra- and inter-organizational effects, Andrea Perna, Enrico Baraldi, (electronic book ;)
Publication
Note
Users can print and/or download individual articles/chapters and other individual items from Palgrave Connect ebooks, limited to no more than one chapter per title per authorised user
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
Control code
9781137335661
Extent
266 p.
Form of item
electronic
Isbn
9781137335654
Other physical details
2 b&w, 12 figures, line drawings, 18.
Specific material designation
unspecified
Type of computer file
PDF.

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