Customer Relationship Management Organizational and Technological Perspectives

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) syst...

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Bibliographic Details
Main Author: Rajola, Federico
Format: eBook
Language:English
Published: Berlin, Heidelberg Springer Berlin Heidelberg 2003, 2003
Edition:1st ed. 2003
Subjects:
Online Access:
Collection: Springer Book Archives -2004 - Collection details see MPG.ReNa
Table of Contents:
  • 1 The Theoretical Framework of CRM
  • 2 CRM Project Organization in the Financial Industry
  • 3 The Organization of Data Warehouse Activities
  • 4 Organization of Knowledge Discovery and Customer Insight Activities
  • 5 Data Mining Techniques
  • 6 The Evolution of Customer Relationships and Customer Value
  • 7 Main Benefits and Organizational Impacts of CRM within the Bank
  • 8 Data Mining Systems Supporting the Marketing Function: The Experience of Banca Monte dei Paschi di Siena
  • 9 Conclusion
  • References