Customer Relationship Management in the Financial Industry Organizational Processes and Technology Innovation

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...

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Bibliographic Details
Main Author: Rajola, Federico
Format: eBook
Published: Berlin, Heidelberg Springer Berlin Heidelberg 2013, 2013
Edition:2nd ed. 2013
Series:Management for Professionals
Online Access:
Collection: Springer eBooks 2005- - Collection details see MPG.ReNa
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