By Federico Rajola

Companies and fiscal associations are using operational details structures in an effective manner. whereas they've got consolidated a robust point of data in administration info platforms, there's nonetheless a scarcity of data at the correct strategy to follow patron courting administration (CRM) structures lower than a company standpoint. many of the businesses are nonetheless having difficulties in comparing how CRM can meet with the predicted effects. the extent of complexity is perceived either less than a technological and organizational perspective. an entire innovation strategy and heavy switch administration tasks can be ensured to be able to have powerful and profitable platforms. This publication deals a high-quality theoretical and functional standpoint on tips to face CRM initiatives, describing the main acceptable applied sciences and organizational concerns that experience to be thought of. a few explaining circumstances were incorporated as well.

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The typical output is a report. Standard queries are defined during the creation of the system: therefore, they do not have to be rewritten every time. An example of query could be: Show the list of all loans granted in January 2001. The hypothesis at the base of the standard query is of the strong type: in other words, the customer is aware of a particular business phenomenon and wishes to have more information about it. The approach is therefore user driven. The complexity is low, and response time is short.

5. Sharing of information, 6. ), 7. ), 8. ), 9. ), lO. Portability of system development and communication platform, 11. Integration with security systems. 3 Main Features and Requirements of a CRM System 1. "Anagraphic" management of the customer (the initial customer database must evolve toward a complete register bank stage). 2. ), • Geographical area, • Switch with contacts. 3. ). 4. g. for customer type, activity, geographical area. 5. ). 36 CRM Project Organization in the Financial Industry 6.

5 CeTIF is a leading research centre of the Management Faculty at the Catholic University of Milan focusing on organizational and IT issues in the banking industry instituted in 1990. 38 CRM Project Organization in the Financial Industry h) Definition of criteria for the evaluation of investment revenue of CRM projects was most uncommon. i) Present project teams are mostly made up of persons with technological knowledge, which greatly limits CRM's strategic relevance. 1 The Most Interesting Cases 2.

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