rdf-syntax-grammar
mods:
  schema location: http://www.loc.gov/mods/v3 http://www.loc.gov/standards/mods/v3/mods-3-2.xsd
  title info:
    title: Customer Relationship Management in the Financial Industry
    sub title: Organizational Processes and Technology Innovation
  name:
    name part: Rajola, Federico.
    role:
      role term: creator
    role:
      role term: author.
  name:
    name part: SpringerLink (Online service)
  type of resource: text
  origin info:
    place:
      place term: gw
    date issued: 2013
    edition: 2nd ed. 2013.
    issuance: monographic
  language:
    language term: eng
  physical description:
    form: electronic
    form: electronic resource
    reformatting quality: access
    form: remote
    extent: XII, 181 p. online resource.
  abstract: An 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. . .
  table of contents: Introduction -- 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.
  note: by Federico Rajola.
  subject:
    topic: Finance
  subject:
    topic: Marketing
  subject:
    topic: Organization
  subject:
    topic: Planning
  subject:
    topic: Information technology
  subject:
    topic: Business
    topic: Data processing
  subject:
    topic: Finance
  subject:
    topic: Finance, general
  subject:
    topic: Marketing
  subject:
    topic: IT in Business
  subject:
    topic: Organization
  classification: HG1-HG9999
  classification: 332
  related item:
    title info:
      title: Springer eBooks
  related item:
    title info:
      title: Management for Professionals
  identifier: 9783642355547
  identifier: http://dx.doi.org/10.1007/978-3-642-35554-7
  record info:
    record creation date: 130504
    record change date: 20151204191247.0
    record identifier: 978-3-642-35554-7