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Implementing CRM: From Technology to Knowledge
John Wiley and Sons Ltd, March 2007, Pages: 344
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Table of Contents
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About The Authors.
Series Preface.
Preface.
Chapter 1 - - Introduction and CRM Overview. .
Chapter 2 - - Positioning CRM As IT-Enabled Business Change. .
Chapter 3 - - Implementing CRM: The Neglected Roles of Culture, Knowledge and Psychological Contracts. .
Chapter 4 – Tools For Investigation: Pilot Study, Methods and Frameworks. .
Chapter 5 - – CRM Implementation Case: A UK City Council (UKCC). .
Chapter 6 - – CRM Implementation Case: An International Enterprise (IE). .
Chapter 7 - Cross-Case and Cross-Sector Comparisons: What Can We Learn? .
Chapter 8 - – Conclusion: CRM Developments. .
References.
Appendix – A Note On Research Methodology.
Index.
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