 Implementing CRM: From Technology to Knowledge
ISBN: 978-0-470-06526-6
Hardcover
342 pages
May 2007
US $130.00
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About The Authors.
Series Preface.
Preface.
Chapter 1 Introduction and CRM Overview.
Chapter 2 - Positioning CRM As IT-Enabled Business Change.
Chapter 3 - Implementing CRM: The Neglected Roles of Culture, Knowledge and Psychological Contracts.
Chapter 4 – Tools For Investigation: Pilot Study, Methods and Frameworks.
Chapter 5 – CRM Implementation Case: A UK City Council (UKCC).
Chapter 6 – CRM Implementation Case: An International Enterprise (IE).
Chapter 7 Cross-Case and Cross-Sector Comparisons: What Can We Learn?
Chapter 8 – Conclusion: CRM Developments.
References.
Appendix – A Note On Research Methodology.
Index.
