Customer Relationship Management

Customer Relationship Management (CRM) is a growing area for businesses around the world. Despite the many difficulties in implementing these complex systems, the benefits of CRM are well-documented, and it has grown to be a huge industry in and of itself. With this, there is a demand for skilled employees and knowledgeable graduates. Students and employees must gain a better understanding of how CRM works in order to be viable in the workforce. This book provides detail, exercises, and content that has not been previously available. It can be used in multiple areas, including MIS, business, marketing, and others.

Professor Wagner has been teaching, consulting, and conducting research in Information Systems since 1988. He is an Associate Professor of MIS and has been on the faculty of Villanova University since 1991 where he has been a leader in developing many new courses including courses on Enterprise Resource Planning (ERP), Customer Relationship Management (CRM), and E-Commerce. His research includes topics in the areas of Artificial Intelligence, ERP systems, and E-Commerce and has appeared in internationally known journals such as Expert Systems, Journal of Computer Information Systems, Internet Research, and Knowledge-Based Systems. He has presented numerous seminars and research papers at regional and international conferences such as Decision Science Institute, INFORMS, AIS, and the NATO Advanced Studies Institute.

In his role as a principal within IMS Health Information Management Consulting, Michael Zubey offers pharmaceutical clients support in critical business processes involving outsourcing practices, sales reporting, analytics, and more. Over the past 13 years, he has been a sales, marketing and finance leader for several different technology and service organizations such as Verizon, Unisys, and the DecisionOne. He is an expert in the business and technical challenges within multiple functions including IT, Sales, Marketing, Market Research, and Sales Operations. Michael has been published in the Journal of Internet Research and the Journal of Marketing Intelligence. He has also been a speaker at industry venues including The Data Warehousing Institute, The Customer Relationship Management Association and The Software Developers Forum.