Main Benefits and Organizational Impacts of CRM Within the Bank

Part of the Management for Professionals book series (MANAGPROF)


With the spread of the customer-oriented approach, the old concepts of “mass production” and “mass marketing” are giving way to new business models, in which customer relationships are acquiring a leading role (Gilmore and Pine 2000):


Customer Relationship Management Customer Relationship Business Intelligence Mobile Communication Network Company Function 
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Copyright information

© Springer-Verlag Berlin Heidelberg 2013

Authors and Affiliations

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

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