© 2013

Customer Relationship Management in the Financial Industry

Organizational Processes and Technology Innovation


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

  1. 1.Faculty of Economics and Management, CeTIF - Research Center on Innovation anUniversità Cattolica del Sacro CuoreMilanoItaly

About the authors

Federico Rajola holds a PhD in Information Systems and Management. He is a Professor at the Management Faculty of the Università Cattolica of Milan where he teaches Project Management and Organization Studies. He is also the Rector Delegate on Information Technology and Innovation and the scientific director of CeTIF, the research Centre on Technology, Innovation, and Finance of the Catholic University. He has chaired several International academic conferences and workshops, and has authored several articles and books on Information Systems, Business Intelligence, CRM, and Innovation in organizations. Several Innovative European research projects under the program Esprit and IST have been coordinated and managed by Prof. Rajola.

Bibliographic information

  • Book Title Customer Relationship Management in the Financial Industry
  • Book Subtitle Organizational Processes and Technology Innovation
  • Authors Federico Rajola
  • Series Title Management for Professionals
  • Series Abbreviated Title Management for Professionals
  • DOI
  • Copyright Information Springer-Verlag Berlin Heidelberg 2013
  • Publisher Name Springer, Berlin, Heidelberg
  • eBook Packages Business and Economics Economics and Finance (R0)
  • Hardcover ISBN 978-3-642-35553-0
  • Softcover ISBN 978-3-642-43564-5
  • eBook ISBN 978-3-642-35554-7
  • Series ISSN 2192-8096
  • Series E-ISSN 2192-810X
  • Edition Number 2
  • Number of Pages XII, 181
  • Number of Illustrations 0 b/w illustrations, 0 illustrations in colour
  • Additional Information First edition published under the title: Customer Relationship Management. Organizational and Technological Perspectives
  • Topics Finance, general
    IT in Business
  • Buy this book on publisher's site