Baraldi, Enrico; Rocca, Antonella La; Perna, Andrea - In: MERCATI E COMPETITIVITÀ 2013/1 (2013) 1, pp. 13-34
The purpose of this paper is to investigate the intra- and inter-organizational effects of introducing a Customer Relationship Management (CRM) system in a firm. Today, CRM appears to be a "buzzword" in the academic literature and it can be analysed under different and sometimes divergent...