LORENZON, Antonio; BAALEN, Peter J. VAN; PILOTTI, Luciano - Dipartimento di Economia, Management e Metodi … - 2005
The term CRM, Customer Relationship Management, is one of the most applied concept both in Marketing and IT literature …). Operations, Customer Service, Sales, human resources, credit controls are essential ingredients in the customer satisfaction … oriented structure to a customer oriented one but, unfortunately not all the companies haven't adapted their organization to …