Customer Relationship Management in the Financial Industry

The book "Customer Relationship Management in the Financial Industry" by Prof. Federico Rajola offers a comprehensive analysis of the challenges and opportunities arising from the implementation of CRM systems in the financial sector. It highlights the necessity of a complete integration of business processes and IT systems to enhance operational efficiency and organizational performance. By considering both organizational and technological perspectives, a theoretical framework is developed that enables companies to assess the interdependencies between their operations and CRM systems. Through illustrative case studies of successful CRM implementations in the financial industry, it demonstrates how effective CRM initiatives can be designed. This specialized book is aimed at both scholars and practitioners who are engaged in optimizing business processes and utilizing CRM systems.