Explores the impact that Information Systems (IS) have on business performance and the contribution IS makes to the strategic development of organizations. This book describes IS tools, techniques and management frameworks - all of which identify opportunities for strategic thinking.
Presents a strategic framework for successful CRM policy. This book backs up these five processes - strategy development, value creation, channel and media integration, information management and performance assessment. It concludes with interviews from four thought leaders, offering a 'futures' vision forum for CRM.
In this book information is viewed as a strategic resource. This book should equip the reader with a firm appreciation and understanding of the strategy-sensitive information technologies and with the confidence to assess the competitive impact of IS/IT on organizations.