David Finnegan, MBA, PhD, has twelve years senior management experience and is a CRM and Systems Integration Specialist. He works internationally as an integration consultant and trainer, while developing postgraduate academic programmes for several universities in the UK and USA. He is also presently working as an Assistant Professor at Warwick Business School. He has worked in a range of roles, including with the Swedish Home Office, and has over 10 years experience in leadership training, system integration, business analyses and business process re-engineering in B2B and B2C environments. Leslie P. Willcocks, BA, MA, PhD, has an international reputation for his work on outsourcing, information systems, IT strategies, evaluation and organizational change. He is Professor in Technology, Work and Globalization at London School of Economics and Visiting Professor at the Universities of Erasmus and Melbourne.  He has co-authored 28 books and published over 150 papers in journals ranging from Harvard Business Review and Sloan Management Review to MIS Quarterly and Journal of Management Studies. He is a regular keynote speaker and retained as adviser and educator by corporations worldwide.

• About The Authors. Series Preface.Preface.Chapter 1 Introduction and CRM Overview.Chapter 2 -  Positioning CRM As IT-Enabled Business Change.Chapter 3 - Implementing CRM: The Neglected Roles of Culture, Knowledge and Psychological Contracts.Chapter  4 –  Tools For Investigation: Pilot Study, Methods and Frameworks.Chapter 5 – CRM Implementation Case: A UK City Council (UKCC).Chapter 6 – CRM Implementation Case: An International Enterprise (IE).Chapter 7 Cross-Case and Cross-Sector Comparisons: What Can We Learn?Chapter 8 – Conclusion: CRM Developments.References.Appendix  – A Note On Research Methodology.Index.

"...Unternehmen, die mit ihrem Customer-Relationship-Management-System nicht zufrieden sind, finden in diesem Buch viele Anregungen für Verbesserungen." (Managementkompass, Broschüre mit dem Titel: Wachstumstreiber Technologie, 2008)