TY  - BOOK
AU  - Finnegan David Jesse
AU  - Willocks Leslie P
TI  - Implementing CRM / From Technology to Knowledge
SN  - 9780470065266
PY  - 2007///
PB  - John Wiley & Sons, Ltd
N2  - 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
ER  -