Implementing CRM: from technology to knowledge
Gespeichert in:
| Hauptverfasser: | , |
|---|---|
| Format: | Buch |
| Sprache: | English |
| Veröffentlicht: |
Chichester [u.a.]
Wiley
2007
|
| Schriftenreihe: | Wiley series in information systems
|
| Schlagworte: | |
| Online-Zugang: | Table of contents only Contributor biographical information Publisher description Inhaltsverzeichnis |
| Beschreibung: | Includes bibliographical references and index |
| Beschreibung: | XIII, 327 S. graph. Darst. |
| ISBN: | 0470065265 9780470065266 |
Internformat
MARC
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| 246 | 1 | 3 | |a Implementing Customer Relationship Management |
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Datensatz im Suchindex
| _version_ | 1804137433211600896 |
|---|---|
| adam_text | Contents
About the Authors ix
Series Preface x
Preface xi
1 Introduction and CRM Overview 1
2 Positioning CRM as IT-Enabled Business Change 17
3 CRM Implementation: The Neglected Roles of Culture,
Knowledge and Psychological Contracts 40
4 Tools for Investigation: Methods, Pilot Study and
Frameworks 67
5 CRM Implementation Case: A UK City Council Case
Study (UKCC) HO
6 CRM Implementation Case: An International
Enterprise (IE) 183
7 Cross-Case and Cross-Sector Analysis: What Can We
Learn? 240
8 Conclusion: CRM Developments 281
Appendix A: Interview guidelines for the Pilot/Initial Analysis 301
Appendix B: Interview Guidelines for Final Data Collection 304
viii Contents
Appendix C: A Note on Processual Analysis 308
References 313
Index 322
|
| adam_txt |
Contents
About the Authors ix
Series Preface x
Preface xi
1 Introduction and CRM Overview 1
2 Positioning CRM as IT-Enabled Business Change 17
3 CRM Implementation: The Neglected Roles of Culture,
Knowledge and Psychological Contracts 40
4 Tools for Investigation: Methods, Pilot Study and
Frameworks 67
5 CRM Implementation Case: A UK City Council Case
Study (UKCC) HO
6 CRM Implementation Case: An International
Enterprise (IE) 183
7 Cross-Case and Cross-Sector Analysis: What Can We
Learn? 240
8 Conclusion: CRM Developments 281
Appendix A: Interview guidelines for the Pilot/Initial Analysis 301
Appendix B: Interview Guidelines for Final Data Collection 304
viii Contents
Appendix C: A Note on Processual Analysis 308
References 313
Index 322 |
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| any_adam_object_boolean | 1 |
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| discipline | Wirtschaftswissenschaften |
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| genre_facet | Fallstudiensammlung |
| id | DE-604.BV023171023 |
| illustrated | Illustrated |
| index_date | 2024-07-02T19:57:42Z |
| indexdate | 2024-07-09T21:12:13Z |
| institution | BVB |
| isbn | 0470065265 9780470065266 |
| language | English |
| lccn | 2006100398 |
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| physical | XIII, 327 S. graph. Darst. |
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| series2 | Wiley series in information systems |
| spelling | Finnegan, David Jesse Verfasser aut Implementing CRM from technology to knowledge David Jesse Finnegan ; Leslie P. Willcocks Implementing Customer Relationship Management Chichester [u.a.] Wiley 2007 XIII, 327 S. graph. Darst. txt rdacontent n rdamedia nc rdacarrier Wiley series in information systems Includes bibliographical references and index Customer relations Management Customer services Computerunterstütztes Verfahren (DE-588)4139030-1 gnd rswk-swf Implementation (DE-588)4026661-8 gnd rswk-swf Kundenmanagement (DE-588)4236865-0 gnd rswk-swf Organisationsentwicklung (DE-588)4126887-8 gnd rswk-swf (DE-588)4522595-3 Fallstudiensammlung gnd-content Kundenmanagement (DE-588)4236865-0 s Implementation (DE-588)4026661-8 s Computerunterstütztes Verfahren (DE-588)4139030-1 s Organisationsentwicklung (DE-588)4126887-8 s DE-604 Willcocks, Leslie 1951- Verfasser (DE-588)121992632 aut http://www.loc.gov/catdir/toc/ecip076/2006100398.html Table of contents only http://www.loc.gov/catdir/enhancements/fy0741/2006100398-b.html Contributor biographical information http://www.loc.gov/catdir/enhancements/fy0741/2006100398-d.html Publisher description HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=016357694&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Finnegan, David Jesse Willcocks, Leslie 1951- Implementing CRM from technology to knowledge Customer relations Management Customer services Computerunterstütztes Verfahren (DE-588)4139030-1 gnd Implementation (DE-588)4026661-8 gnd Kundenmanagement (DE-588)4236865-0 gnd Organisationsentwicklung (DE-588)4126887-8 gnd |
| subject_GND | (DE-588)4139030-1 (DE-588)4026661-8 (DE-588)4236865-0 (DE-588)4126887-8 (DE-588)4522595-3 |
| title | Implementing CRM from technology to knowledge |
| title_alt | Implementing Customer Relationship Management |
| title_auth | Implementing CRM from technology to knowledge |
| title_exact_search | Implementing CRM from technology to knowledge |
| title_exact_search_txtP | Implementing CRM from technology to knowledge |
| title_full | Implementing CRM from technology to knowledge David Jesse Finnegan ; Leslie P. Willcocks |
| title_fullStr | Implementing CRM from technology to knowledge David Jesse Finnegan ; Leslie P. Willcocks |
| title_full_unstemmed | Implementing CRM from technology to knowledge David Jesse Finnegan ; Leslie P. Willcocks |
| title_short | Implementing CRM |
| title_sort | implementing crm from technology to knowledge |
| title_sub | from technology to knowledge |
| topic | Customer relations Management Customer services Computerunterstütztes Verfahren (DE-588)4139030-1 gnd Implementation (DE-588)4026661-8 gnd Kundenmanagement (DE-588)4236865-0 gnd Organisationsentwicklung (DE-588)4126887-8 gnd |
| topic_facet | Customer relations Management Customer services Computerunterstütztes Verfahren Implementation Kundenmanagement Organisationsentwicklung Fallstudiensammlung |
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