An integrated view of IT and business processes through extended IT governance allows financial institutions to innovate operations which improve business and organizational performance. However, financial institutions still face challenges with CRM systems in delivering expected results due to lack of complete business integration. Increased exchange of knowledge between customers and the amount of such data available is steadily becoming a challenge for companies, especially in extending internal systems to global information systems with the purpose to collect and update data on a global scale. In this book, Prof. Rajola analyses different aspects of CRM systems taking both an organizational and a technological perspective. He adopts a theoretical framework to unpack issues associated with the need for companies to integrate operations and business processes. The emphasis is then drawn to development of effective CRM (and CRM 2.0) initiatives by making use of illustrative case studies of successful CRM systems implementation in the financial industry. The framework adopted in this book can be used by both scholars and managers to evaluate the interdependencies between operations, business processes, and CRM systems. .

With the aim of developing a successful CRM program this book begins with defining CRM and describing the elements of total customer experience, focusing on the front-end organizations that directly touch the customer. The book further discusses dynamics in CRM in services, business market, human resource and rural market. It also discusses the technology aspects of CRM like data mining, technological tools and most importantly social CRM. The book can serve as a guide for deploying CRM in an organization stating the critical success factors. KEY FEATURES • Basic concepts of CRM and environmental changes that lead to CRM adoption • Technological advancements that have served as catalyst for managing relationships • Customer strategy as a necessary and important element for managing every successful organization • CRM is not about developing a friendly relationship with the customers but involves developing strategies for retention, and using them for achieving very high levels of customer satisfaction • The concept of customer loyalty management as an important business strategy • The role of CRM in business market • The importance of people factor for the organization from the customer's perspective • Central role of customer related databases to successfully deliver CRM objectives • Data, people, infrastructure, and budget are the four main areas that support the desired CRM strategy

Companies and financial institutions are employing operational information systems in an efficient way. While they have consolidated a strong level of knowledge in management information systems, there is still a lack of knowledge on the right way to apply customer relationship management (CRM) systems under a business perspective. Most of the companies are still having problems in evaluating how CRM can meet with the expected results. The level of complexity is perceived both under a technological and organizational point of view. A complete innovation process and heavy change management initiatives should be ensured in order to have effective and successful systems. This book offers a solid theoretical and practical perspective on how to face CRM projects, describing the most appropriate technologies and organizational issues that have to be considered. Some explaining cases have been included as well.

This must-have guide to special event production looks deep behind the scenes of an event and dissects what it is that creates success. It analyses the process - the planning and business aspects - to provide a unique guide to producing a variety of events from weddings to festivals. It explains thoroughly budgeting and resource concerns, planning and cost projections and the role of the well-crafted proposal. This new edition has been significantly updated to include: Three new chapters: Event Design, Information Technology and Sustainability and Event Production. Updated and new case studies from USA, Canada , India, Russia and Malaysia. New Industry Voice feature, including an interview with industry experts from around the world commenting on their experiences of event planning and production. New content on: technology, volunteers, venues and PR and marketing. Enhanced online resources including: PowerPoint lecture slides, checklists, glossaries, additional questions and challenges, web links, sample contract templates, production schedule templates, and evaluation forms. Incorporating pedagogical features, this easy-to-read book is packed with photographs, diagrams, flow charts, checklists, sample forms, and real-life examples. It steps through the whole process from the creativity and proposal at the outset, to budgeting, the contract and risk management with event follow up to conclude. A must have resource for event planners, managers, caterers and students. This text is part two of a two book set - also available is Special Events Production: The Resources (978-1-138-78567-0). This book offers an in - depth guide to the technical aspects of a big event such as lighting and audio systems, visual presentation technology, special effects and temporary outdoor venues.

Facilities planning for tourism, hospitality and events (THE) is an important subject from both theoretical and applied perspectives, as land, property and resources represent major components of the foundation of the industry. As future managers, it is imperative that students have a sound basic knowledge of property and the various resources, systems and services associated with it. Covering important contemporary subjects such as sustainable planning and environmental management, this book considers the planning, development and management of facilities operations from several key perspectives, drawing upon the expertise of complementary experts in the design, management and development of THE facilities.

This book constitutes revised selected papers from the 11th International Workshop on Enterprise Applications, Markets and Services in the Finance Industry, FinanceCom 2022, held in Twente, The Netherlands, in August 2022. The 8 full papers presented in this volume were carefully reviewed and selected from a total of 25 submissions. They deal with the adoption of innovative technologies in the financial services industry. The conference features four main themes: networks and business models, financial markets, IT and implementations, and new emerging digital and virtual financial markets.

Running a sport event—whether it’s an international competition or local youth tournament—requires acute knowledge and the ability to plan, organize, promote, lead, and communicate effectively. And no other text prepares students for the task as effectively as Managing Sport Events, Third Edition With HKPropel Access. While other texts in this space stray into the area of facility management, Managing Sport Events keeps its focus where it should be by providing a thorough grounding of the entire event management process. Beginning with an overview of event conception and development, the text then moves into the principal planning areas of budgeting, marketing, promotion, sponsorships, and legal and risk management. Later chapters focus on key operational areas such as staffing, event services and logistics, and event-day management, and it closes with postevent details and evaluation. The third edition includes new and updated content that incorporates plenty of contemporary real-life examples: Insights into how event management has been affected by COVID-19 and by the emergence of social media, sustainability efforts, and diversity, equity, and inclusion (DEI) initiatives All-new content addressing the role of brand ambassadors, social media influencers, and nontraditional media in promoting events and encouraging fan engagement An updated discussion of event sponsorships and how sport organizations are implementing creative activation strategies, pre-event and game-day deliverables, and the latest technologies to maximize exposure and measure effectiveness An expanded discussion of contracts and other legal considerations such as compliance with the Americans with Disabilities Act (ADA) An expanded section outlining how principles of project management can be used to effectively plan events New industry profiles that provide insights into key players and noteworthy happenings in event management Related online activities, delivered through HKPropel, provide robust learning opportunities for students: A brand-new semester-long project in which students plan, prepare, produce, and evaluate a fictional pickleball tournament as well as compile a formal event management plan handbook Scenario-based activities in which students make a decision and then see the implications of their choice Mini case studies for each chapter with questions to test comprehension Sample contracts that represent common agreements encountered in event management Practicing and aspiring professionals working in parks and recreation, tourism, hospitality, and sport organizations at all levels—youth, high school, college, amateur, minor league, professional, and international—will find this book a valuable reference in their roles as event managers. Blending traditional business tenets of sport management with the distinct aspects of event management, Managing Sport Events, Third Edition, prepares readers to manage events with efficiency and ease so that fans and participants alike have lasting game-day memories. Note: A code for accessing HKPropel is not included with this ebook but may be purchased separately.