Titlebook: CRM Systems in Industrial Companies; Intra- and Inter-Org Andrea Perna,Enrico Baraldi Book 2014 Palgrave Macmillan, a division of Macmillan

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Introducing CRM in an Industrial Company: The Case of the Loccioni Group,eting processes are described (Section 6.2), followed by an overview of Loccioni’s customer base (Section 6.3). These three initial sections provide a background for understanding the context in which the CRM system was introduced. The following three sections focus specifically on CRM at Loccioni,

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Adopting and Using CRM at the Loccioni Group, chapter also describes the process whereby this new IT system became embedded in Loccioni’s internal organization, that is, which routines and patterns of use emerged around the system, as well as between various groups of users. After a brief introduction (Section 7.1), different paths in using th

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Case Analysis: The Embedding and Effects of CRM at Loccioni,of connections between the system and the other technical and organizational resources (Baraldi and Waluszewski, 2005). These connections between resources (also known as “interfaces”, Håkansson and Waluszewski, 2002; Baraldi, 2003) influence the use of the new IT tool and hence the appearance of it

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