Implementing CRM / From Technology to Knowledge 

 -  John Wiley & Sons, Ltd,  2007 
 - 332 
<br/><br/> This book focuses on the actuality of implementing CRM.  Preface, Introduction and CRM Overview, Positioning CRM as IT-Enabled Business Change, CRM Implementation: The Neglected Roles of Culture and Knowledge and Psychological Contracts, Tools for Investigation: Methods and Pilot Study and Frameworks, CRM Implementation Case: A UK City Council Case Study, CRM Implementation CAE: An International Enterprise, Cross-Case and Cross Sector Analysis: What Can We Learn, Conclusion: CRM Developments, Index. 
<br/><br/><label>ISBN: </label>9780470065266