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Books > Business & Economics > Business & management > Management & management techniques > Organizational theory & behaviour
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Customer Relationship Management in the Financial Industry - Organizational Processes and Technology Innovation (Hardcover, 2nd ed. 2013)
Loot Price: R1,988
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Customer Relationship Management in the Financial Industry - Organizational Processes and Technology Innovation (Hardcover, 2nd ed. 2013)
Series: Management for Professionals
Expected to ship within 12 - 17 working days
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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. .
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