Federico Rajola - Böcker

Companies and financial institutions are employing operational information systems in an efficient way. While they have consolidated a strong level of knowledge in management information systems, there is still a lack of knowledge on the right way to apply customer relationship management (CRM) systems under a business perspective. Most of the companies are still having problems in evaluating how CRM can meet with the expected results. The level of complexity is perceived both under a technological and organizational point of view. A complete innovation process and heavy change management initiatives should be ensured in order to have effective and successful systems. This book offers a solid theoretical and practical perspective on how to face CRM projects, describing the most appropriate technologies and organizational issues that have to be considered. Some explaining cases have been included as well.

Therapiddevelopmentandadoptionoftechnology-basedinformation,commu- cationandproductdeliverysystemshavefacilitatedglobalizationofthe?nancial services industry and removed the barriers between its vertical segments. New business and market models require the adaptation of existing IT infrastr- tures as well as the development of innovative solutions for both experimental and operational systems. In this context, several aspects are creating a highly innovative and at the same time competitive setup in the ?nancial industry. In the workshop series on enterprise applications and services in the ?nance industry (FinanceCom), we try to capture this development. Here, service-oriented computing concepts and architecturesplayamajorrole.Whenapplyingthesenovelconceptsintheba- ing and?nancesector,thebusiness valueofsucharchitectureshasto beassessed quantitatively. Also, the heterogeneous and evolving service-oriented modeling methodologies have to be evaluated. Pulling these novel modeling methodo- gies up to a larger picture, the technology-driventransformation of the ?nancial industry is emphasized, where a highly fragmented and heterogeneous situation is currently developing towards banking value networks.In this ?eld, ?nancial business standardization and the introduction of st- dardized service modules play a core role. Applying standardized services c- tainly allows one to utilize economies of scale in a better way and hence fosters outsourcing and o?shoring tendencies in the sector of banking information s- tems. While addressing this aspect, of course novel technologies that are being developedin other ?elds also entering the banking and ?nance domain.Web s- vicesandgridcomputing aretwo importantexamples.However,thesestandards can only be utilized when being applied homogeneously in ?nancial systems. As an example, international standards such as the "markets and ?nancial inst- ments directive (MiFID)" of the European Union are of key interest.

Companies and financial institutions are employing operational information systems in an efficient way. While they have consolidated a strong level of knowledge in management information systems, there is still a lack of knowledge on the right way to apply customer relationship management (CRM) systems under a business perspective.

An integrated view of IT and business processes through extended IT governance allows financial institutions to innovate operations which improve business and organizational performance. However, financial institutions still face challenges with CRM systems in delivering expected results due to lack of complete business integration.  Increased exchange of knowledge between customers and the amount of such data available is steadily becoming a challenge for companies, especially in extending internal systems to global information systems with the purpose to collect and update data on a global scale.In this book, Prof. Rajola analyses different aspects of CRM systems taking both an organizational and a technological perspective.  He adopts a theoretical framework to unpack issues associated with the need for companies to integrate operations and business processes. The emphasis is then drawn to development of effective CRM (and CRM 2.0) initiatives by making use of illustrative case studies of successful CRM systems implementation in the financial industry. The framework adopted in this book can be used by both scholars and managers to evaluate the interdependencies between operations, business processes, and CRM systems. .

An integrated view of IT and business processes through extended IT governance allows financial institutions to innovate operations which improve business and organizational performance. However, financial institutions still face challenges with CRM systems in delivering expected results due to lack of complete business integration.  Increased exchange of knowledge between customers and the amount of such data available is steadily becoming a challenge for companies, especially in extending internal systems to global information systems with the purpose to collect and update data on a global scale.In this book, Prof. Rajola analyses different aspects of CRM systems taking both an organizational and a technological perspective.  He adopts a theoretical framework to unpack issues associated with the need for companies to integrate operations and business processes. The emphasis is then drawn to development of effective CRM (and CRM 2.0) initiatives by making use of illustrative case studies of successful CRM systems implementation in the financial industry. The framework adopted in this book can be used by both scholars and managers to evaluate the interdependencies between operations, business processes, and CRM systems. .