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.
Appendix – A Note On Research Methodology.
- The only textbook to tackle the link between the implementation of CRM through IT and organizational change.
Describes the micro-processes that occur on a daily basis in a company.
Explores problem solving, communication between employees, inter-departmental conflicts and single customer relationships.
Provides frameworks and ideas on how implementing CRM can be better handled.