Healthy Wealthy and Fair or Implementing CRM

Healthy, Wealthy, and Fair: Health Care and the Good Society

Author: Lawrence R Jacobs

In Healthy, Wealthy and Fair, a distinguished group of health policy experts chart the stark disparities in health and wealth in the United States. The authors explain how the inequities arise, why they persist, and what makes them worse. Growing income inequality, high poverty rates, and inadequate health care coverage: all three trends help account for the U.S.'s health troubles. The corrosive effects of market ideology and government stalemate, the contributors argue, have also proved a powerful obstacle to effective and more egalitarian solutions.
A clarion call for a populist uprising to end the stalemate over health reform, Healthy, Wealthy, and Fair outlines concrete policy proposals for reform--tapping bold new ideas as well as incremental changes to existing programs. This important work will be indispensable to all those who care about our people's health, inequality, and American democracy.

Read also L H Voice XPress for the Office Professional or Advanced Century 21 Accounting

Implementing CRM: From Technology to Knowledge

Author: David Finnegan

Firms are continually seeking new ways to forge close relationships with their most valuable customers. With recent advances in networking and database management, firms have both the motivation and the means for improving their Customer Relationship Management (CRM) strategies.


This book focuses on the actuality of implementing CRM. It is about the organization's ability to provide a seamless and personalized experience to each customer rather than a transactional or product-focused approach where the future of the relationship is not an over-riding consideration. This book connects CRM systems implementation with organizational change for the first time. It looks into the factors that distinguish firms which connect with their customers and gain customer loyalty with firms that are not as successful. It also describes the micro-processes that occur on a daily basis in a company and all the small decisions managers and employees take during the implementation of change and the creation of knowledge.


Finnegan and Willcocks note that CRM implementation is not the straightforward process that many of the trade publications would have us believe. They state the failure rate of large CRM projects may be as high at 70%. Through the lens of two detailed case studies, the authors investigate why CRM is no panacea.

Table of Contents:

About the Authors     ix
Series Preface     x
Preface     xi
Introduction and CRM Overview     1
Positioning CRM as IT-Enabled Business Change     17
CRM Implementation: The Neglected Roles of Culture, Knowledge and Psychological Contracts     40
Tools for Investigation: Methods, Pilot Study and Frameworks     67
CRM Implementation Case: A UK City Council Case Study (UKCC)     110
CRM Implementation Case: An International Enterprise (IE)     183
Cross-Case and Cross-Sector Analysis: What Can We Learn?     240
Conclusion: CRM Developments     281
Interview guidelines for the Pilot/Initial Analysis     301
Interview Guidelines for Final Data Collection     304
A Note on Processual Analysis     308
References     313
Index     322