CRM Systems in Industrial Companies

1. Front Matter

   Pages i-xiii

   PDF

2. Introduction: Research Purpose, Methodology and Contribution

   • Andrea Perna, Enrico Baraldi

   Pages 1-10

3. Customer Relationships in Industrial Networks

   • Andrea Perna, Enrico Baraldi

   Pages 11-34

4. Connecting IT Systems, Users and Organizations

   • Andrea Perna, Enrico Baraldi

   Pages 35-56

5. CRM, Its Roots in Management Studies and Recent Research Trends

   • Andrea Perna, Enrico Baraldi

   Pages 57-76

6. Conceptualizing CRM as an Interacting Resource

   • Andrea Perna, Enrico Baraldi

   Pages 77-91

7. Introducing CRM in an Industrial Company: The Case of the Loccioni Group

   • Andrea Perna, Enrico Baraldi

   Pages 92-128

8. Adopting and Using CRM at the Loccioni Group

   • Andrea Perna, Enrico Baraldi

   Pages 129-147

9. Managing Six Important Customer Relationships: Loccioni’s KAMs and CRM

   • Andrea Perna, Enrico Baraldi

   Pages 148-180

10. Case Analysis: The Embedding and Effects of CRM at Loccioni

    • Andrea Perna, Enrico Baraldi

    Pages 181-208

11. Conclusions: Results, Managerial Implications and a Research Agenda

    • Andrea Perna, Enrico Baraldi

    Pages 209-220

12. Back Matter

    Pages 221-249

    PDF

CRM Systems in Industrial Companies contributes new knowledge on Customer Relationship Management (CRM) in the field of industrial marketing. Based on an in-depth case study, this book highlights the complexity and challenges in the development, implementation and use of CRM, revealing how truly challenging it is to extract value from CRM systems.

• complexity
• Costumer Relationship Management
• CRM
• customer relationship management
• Information Technology (IT)
• management
• Manager
• marketing
• organization
• relationship management
• Trends

• Uppsala University, Sweden

  Andrea Perna, Enrico Baraldi

Andrea Perna is a researcher in Industrial Marketing at the Department of Engineering Sciences, Uppsala University, Sweden, and at the Department of Management, Polytechnic University of Marche, Italy. His research interests include CRM, new business formation, and innovation in B2B markets. He has published in the Journal of Business Research and Industrial Marketing Management.
 

Enrico Baraldi is Full Professor of Industrial Engineering and Management at the Department of Engineering Sciences, Uppsala University, Sweden. His research interests include industrial networks, innovation management, business strategies, science and technology sciences, and academic entrepreneurship. He has published in the California Management Review, Journal of Business Research, Industrial Marketing Management, Technovation and Management Decision.

Policies and ethics