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Adopting and Using CRM at the Loccioni Group

In: CRM Systems in Industrial Companies

Author

Listed:
  • Andrea Perna

    (Uppsala University)

  • Enrico Baraldi

    (Uppsala University)

Abstract

The purpose of this chapter is to show how the CRM system was utilized by various users in their daily work. In addition to the adoption patterns, the 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 the CRM systems are presented (Section 7.2). Section 7.3 reviews how different groups of users, belonging to different company functions and units, relate to the CRM system, while Section 7.4 presents the barriers and critical factors impacting the use and non-use of the system. The chapter then continues by describing how Loccioni handled several difficulties with the installed CRM system in an attempt to recover it (Section 7.5). Finally, Section 7.6 shows the benefits that eventually started emerging from the system after it became “stabilized” within Loccioni’s organization.

Suggested Citation

  • Andrea Perna & Enrico Baraldi, 2014. "Adopting and Using CRM at the Loccioni Group," Palgrave Macmillan Books, in: CRM Systems in Industrial Companies, chapter 7, pages 129-147, Palgrave Macmillan.
    • Handle: RePEc:pal:palchp:978-1-137-33566-1_7
    DOI: 10.1057/9781137335661_7
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