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The challenges of implementing CRM in the financial services industry
(Massachusetts Institute of Technology, 2003)
Customer Relationship Management means great opportunities and great challenges for those who want to pursue a broad implementation. Despite investing millions of dollars in CRM initiatives, many companies are facing the ...
A framework for strategizing and deciding IT sourcing and managing outsourced services
(Massachusetts Institute of Technology, 2002)
This thesis is construed as a part of M.I.T. Sloan School project sponsored by a Fortune 500 company (hereafter referred as "The Company") to study disintermediation in the IT service industry. In this thesis we develop ...