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CRM Systems in Industrial Companies

Intra- and Inter-Organizational Effects

  • Book
  • © 2014

Overview

Authors:
  1. Andrea Perna

    1. Uppsala University, Sweden

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    You can also search for this author in PubMed   Google Scholar

  2. Enrico Baraldi

    1. Uppsala University, Sweden

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    You can also search for this author in PubMed   Google Scholar

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Table of contents (10 chapters)

  1. Front Matter

    Pages i-xiii
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  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
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Keywords

About this book

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.

Authors and Affiliations

  • Uppsala University, Sweden

    Andrea Perna, Enrico Baraldi

About the authors

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.

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