Customer Relationship Management in the Financial Industry Organizational Processes and Technology Innovation /

• Main Author: Rajola, Federico. (Author)
• Corporate Author: SpringerLink (Online service)
• Format: Electronic
• Language: English
• Published: Berlin, Heidelberg : Springer Berlin Heidelberg : Imprint: Springer, 2013.
• Edition: 2nd ed. 2013.
• Series: Management for Professionals,
• Subjects: Economics.; Marketing.; Business planning.; Management information systems.; Economics/Management Science.; Finance/Investment/Banking.; Business Information Systems.; Organization/Planning.
• Online Access: https://ezaccess.library.uitm.edu.my/login?url=http://dx.doi.org/10.1007/978-3-642-35554-7

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...

Table of Contents:

• Introduction
• 1.�IT is Business: Some Emerging Reflections an IT Governance of CTM Projects
• 2. The Theoretical Framework of CRM
• 3. CRM Project Organization in the Financial Industry
• 4. CRM 2-0 in the Financial Industry.-�5. The Organization of Data Warehouse Activities
• 6. Organization of Knowledge Discovery and Customer Insight Activities
• 7. Data Mining Techniques
• 8. The Evolution of Customer Relationship and Customer Value
• 9. Main Benefits and Organizational Impacts of CRM within the Bank
• 10. Data Mining Systems supporting the Marketing Functions: The Experience of Banca Monte dei Pachi di Siena
• 11. Conclusion.