John Wiley Series in Information Systems
2 total works
The authors focus on the actuality of implementing CRM. They uncover the micro political, behavioural, psychological and knowledge issues that are all too often neglected in CRM implementations.
Implementing CRM links CRM systems implementation with organizational change for the first time. It looks into the factors that distinguish firms that are more capable of connecting with their customers and awarded with customer loyalty with firms that are not as successful. Implementing CRM provides frameworks and ideas for how implementing CRM can be better handled.
Strategic Sourcing of Information Systems
by Leslie P. Willcocks and Mary C. Lacity
Published 9 December 1997
This book provides a forum of current thinking by prominent scholars and practitioners from around the globe. Edited and with a lengthy introduction by two internationally recognised experts in this field, the book's coverage includes: Selective Outsourcing, Total Outsourcing, Total Insourcing, IT department as a trading agency, Offshore Development. Theoretical perspectives allow critical variables to be extracted in order to explain successful or unsuccessful decisions, while decision frameworks and case studies provide guidelines on which sourcing options to select, and how to manage outsourcing arrangements.