LEADER 04529nam 22007455 450 001 9910438250703321 005 20200920030241.0 010 $a3-642-35554-4 024 7 $a10.1007/978-3-642-35554-7 035 $a(CKB)2670000000356340 035 $a(EBL)1106254 035 $a(OCoLC)843073621 035 $a(SSID)ssj0000894525 035 $a(PQKBManifestationID)11480264 035 $a(PQKBTitleCode)TC0000894525 035 $a(PQKBWorkID)10840846 035 $a(PQKB)11601863 035 $a(DE-He213)978-3-642-35554-7 035 $a(MiAaPQ)EBC1106254 035 $a(PPN)170490602 035 $a(EXLCZ)992670000000356340 100 $a20130504d2013 u| 0 101 0 $aeng 135 $aur|n|---||||| 181 $ctxt 182 $cc 183 $acr 200 10$aCustomer Relationship Management in the Financial Industry$b[electronic resource] $eOrganizational Processes and Technology Innovation /$fby Federico Rajola 205 $a2nd ed. 2013. 210 1$aBerlin, Heidelberg :$cSpringer Berlin Heidelberg :$cImprint: Springer,$d2013. 215 $a1 online resource (186 p.) 225 1 $aManagement for Professionals,$x2192-8096 300 $aDescription based upon print version of record. 311 $a3-642-43564-5 311 $a3-642-35553-6 320 $aIncludes bibliographical references. 327 $aIntroduction -- 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. 330 $aAn integrated view of IT and business processes through extended IT governance allows financial institutions to innovate operations which improve business and organizational performance. However, financial institutions still face challenges with CRM systems in delivering expected results due to lack of complete business integration.  Increased exchange of knowledge between customers and the amount of such data available is steadily becoming a challenge for companies, especially in extending internal systems to global information systems with the purpose to collect and update data on a global scale. In this book, Prof. Rajola analyses different aspects of CRM systems taking both an organizational and a technological perspective.  He adopts a theoretical framework to unpack issues associated with the need for companies to integrate operations and business processes. The emphasis is then drawn to development of effective CRM (and CRM 2.0) initiatives by making use of illustrative case studies of successful CRM systems implementation in the financial industry. The framework adopted in this book can be used by both scholars and managers to evaluate the interdependencies between operations, business processes, and CRM systems.   .  . 410 0$aManagement for Professionals,$x2192-8096 606 $aFinance 606 $aMarketing 606 $aInformation technology 606 $aBusiness?Data processing 606 $aOrganization 606 $aPlanning 606 $aFinance, general$3https://scigraph.springernature.com/ontologies/product-market-codes/600000 606 $aMarketing$3https://scigraph.springernature.com/ontologies/product-market-codes/513000 606 $aIT in Business$3https://scigraph.springernature.com/ontologies/product-market-codes/522000 606 $aOrganization$3https://scigraph.springernature.com/ontologies/product-market-codes/516000 615 0$aFinance. 615 0$aMarketing. 615 0$aInformation technology. 615 0$aBusiness?Data processing. 615 0$aOrganization. 615 0$aPlanning. 615 14$aFinance, general. 615 24$aMarketing. 615 24$aIT in Business. 615 24$aOrganization. 676 $a332.10688 700 $aRajola$b Federico$4aut$4http://id.loc.gov/vocabulary/relators/aut$0118057 906 $aBOOK 912 $a9910438250703321 996 $aCustomer Relationship Management in the Financial Industry$92536641 997 $aUNINA