Customer Relationship Management in the Financial Industry

Organizational Processes and Technology Innovation

  • Federico¬†Rajola

Part of the Management for Professionals book series (MANAGPROF)

Table of contents

About this book


An 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.





CRM 2.0 Change Management Customer Relationship Management Marketing Operations Organization Process Management

Authors and affiliations

  • Federico¬†Rajola
    • 1
  1. 1.Faculty of Economics and Management, CeTIF - Research Center on Innovation anUniversità Cattolica del Sacro CuoreMilanoItaly

Bibliographic information

  • DOI
  • Copyright Information Springer-Verlag Berlin Heidelberg 2013
  • Publisher Name Springer, Berlin, Heidelberg
  • eBook Packages Business and Economics
  • Print ISBN 978-3-642-35553-0
  • Online ISBN 978-3-642-35554-7
  • Series Print ISSN 2192-8096
  • Series Online ISSN 2192-810X
  • Buy this book on publisher's site