Crm Systems in Industrial Companies

Intra- And Inter-Organizational Effects
2014. Auflage 2014
ISBN: 978-1-137-33565-4
Verlag: Palgrave MacMillan UK

Buch, Englisch, 249 Seiten, Format (B × H): 140 mm x 216 mm, Gewicht: 4336 g

CRM Systems in Industrial Companies contributes new knowledge on Customer Relationship Management (CRM) in the field of industrial marketing. Based on an in-depth case study, this book highlights the complexity and challenges in the development, implementation and use of CRM, revealing how truly challenging it is to extract value from CRM systems.

Zielgruppe

Research

Autoren/Hrsg.

Perna, A.

Baraldi, E.

Fachgebiete

• Wirtschaftswissenschaften Wirtschaftssektoren & Branchen Wirtschaftssektoren & Branchen: Allgemeines
• Wirtschaftswissenschaften Betriebswirtschaft Bereichsspezifisches Management Kundenbeziehungsmanagement, Kundenpflege
• Wirtschaftswissenschaften Betriebswirtschaft Management Internationales Management
• Wirtschaftswissenschaften Betriebswirtschaft Management Strategisches Management
• Wirtschaftswissenschaften Betriebswirtschaft Management Forschung & Entwicklung (F&E), Innovation

Inhaltsverzeichnis

1 Introduction: Research Purpose, Methodology and Contribution 2 Customer Relationships in Industrial Networks 3 Connecting IT Systems, Users and Organizations 4 CRM, its Roots in Management Studies and Recent Research Trends 5 Conceptualizing CRM as an Interacting Resource 6 Introducing CRM in an Industrial Company: the Case of Loccioni Group 7 Adopting and Using CRM at Loccioni Group 8 Managing Six Important Customer Relationships: Loccioni's KAMs and CRM 9 Case Analysis: the Embedding and Effects of CRM at Loccioni 10 Conclusions: Results, Managerial Implications and a Research Agenda

Über Autor(innen)

Andrea Perna is a researcher in Industrial Marketing at the Department of Engineering Sciences, Uppsala University, Sweden, and at the Department of Management, Polytechnic University of Marche, Italy. His research interests include CRM, new business formation, and innovation in B2B markets. He has published in the
 

Enrico Baraldi is Full Professor of Industrial Engineering and Management at the Department of Engineering Sciences, Uppsala University, Sweden. His research interests include industrial networks, innovation management, business strategies, science and technology sciences, and academic entrepreneurship. He has published in the , , .