CRM 2.0 in the Financial Industry

Federico Rajola
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Federico Rajola: Università Cattolica del Sacro Cuore

Chapter 5 in Customer Relationship Management in the Financial Industry, 2013, pp 63-82 from Springer

Abstract: Abstract Information and communication technologies (ICT) facilitate business development by favouring innovation. Innovation is the creation of new products, services or processes in order to compete, change existing processes and/or improve their efficiency. Innovation processes, in addition to introducing new technologies, imply transformations to the organization of the business, which has an impact on overall processes and on roles, responsibilities and areas of authority. The process of technological innovation is influenced by factors internal and external to the firm that affect the relationship between potential and real benefits and the time necessary for their realization. Companies need to adopt specific practices to govern this process and formulate policies to manage organizational change.

Keywords: Customer Relationship Management; Customer Loyalty; Business Partner; Customer Base; Customer Behaviour (search for similar items in EconPapers)
Date: 2013
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DOI: 10.1007/978-3-642-35554-7_5

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