CRM Systems in Industrial Companies

1. Introduction: Research Purpose, Methodology and Contribution
Andrea Perna, Enrico Baraldi

2. Customer Relationships in Industrial Networks
Andrea Perna, Enrico Baraldi

3. Connecting IT Systems, Users and Organizations
Andrea Perna, Enrico Baraldi

4. CRM, Its Roots in Management Studies and Recent Research Trends
Andrea Perna, Enrico Baraldi

5. Conceptualizing CRM as an Interacting Resource
Andrea Perna, Enrico Baraldi

6. Introducing CRM in an Industrial Company: The Case of the Loccioni Group
Andrea Perna, Enrico Baraldi

7. Adopting and Using CRM at the Loccioni Group
Andrea Perna, Enrico Baraldi

8. Managing Six Important Customer Relationships: Loccioni’s KAMs and CRM
Andrea Perna, Enrico Baraldi

9. Case Analysis: The Embedding and Effects of CRM at Loccioni
Andrea Perna, Enrico Baraldi

10. Conclusions: Results, Managerial Implications and a Research Agenda
Andrea Perna, Enrico Baraldi

Keywords: Business and Management, Management, Business Strategy/Leadership, International Business, Customer Relationship Management, Innovation/Technology Management, Industries