By Federico Rajola
An built-in view of IT and company strategies via prolonged IT governance permits monetary associations to innovate operations which enhance enterprise and organizational functionality. in spite of the fact that, monetary associations nonetheless face demanding situations with CRM structures in providing anticipated effects because of loss of entire company integration. elevated trade of information among buyers and the quantity of such information to be had is gradually changing into a problem for corporations, particularly in extending inner platforms to worldwide details platforms with the aim to gather and replace information on a world scale.
In this ebook, Prof. Rajola analyses assorted points of CRM platforms taking either an organizational and a technological viewpoint. He adopts a theoretical framework to unpack matters linked to the necessity for firms to combine operations and company procedures. The emphasis is then attracted to improvement of powerful CRM (and CRM 2.0) tasks by way of using illustrative case reports of profitable CRM platforms implementation within the monetary undefined. The framework followed during this ebook can be utilized through either students and executives to guage the interdependencies among operations, enterprise procedures, and CRM systems.
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Extra resources for Customer Relationship Management in the Financial Industry: Organizational Processes and Technology Innovation
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Bank performance can be measured by Return on investment, Return on equity, level of efficiency, profitability indicators, market value, market share, etc. The link between IT and business in terms of resources, management practices and processes is now more evident. Lack of understanding of the benefits associated with effective use of IT and lack of communication regarding these benefits, a not fully involved management and lack of governance of information systems are among the main causes of failure in the strategic use of IT and creation of strategic value from IT.
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