Library Header Image
LSE Research Online LSE Library Services

Implementing CRM - from technology to knowledge

Willcocks, Leslie P. ORCID: 0000-0003-2572-9554 and Finnegan, David (2007) Implementing CRM - from technology to knowledge. John Wiley series in information systems. John Wiley & Sons, Chichester, UK. ISBN 9780470065266

Full text not available from this repository.


This book focuses on the actuality of implementing CRM. It is about the organization's ability to provide a seamless and personalized experience to each customer rather than a transactional or product-focused approach where the future of the relationship is not an over-riding consideration. This book connects CRM systems implementation with organizational change for the first time. It looks into the factors that distinguish firms which connect with their customers and gain customer loyalty with firms that are not as successful. It also describes the micro-processes that occur on a daily basis in a company and all the small decisions managers and employees take during the implementation of change and the creation of knowledge. Finnegan and Willcocks note that CRM implementation is not the straightforward process that many of the trade publications would have us believe. They state the failure rate of large CRM projects may be as high at 70%. Through the lens of two detailed case studies, the authors investigate why CRM is no panacea.

Item Type: Book
Official URL:
Additional Information: © 2007 Wiley
Divisions: LSE
Subjects: H Social Sciences > HF Commerce
Date Deposited: 06 Aug 2008 08:31
Last Modified: 04 Oct 2021 23:14

Actions (login required)

View Item View Item