Leslie P. Willcocks

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.

From Technology to Knowledge

Implementing CRM

The essays in this collection explore a number of significant questions regarding the terms 'radical' and 'radicalism' in early modern English contexts. They investigate whether we can speak of a radical tradition, and whether radicalism was a local, national or transnational phenomenon. In so doing this volume examines the exchange of ideas and texts in the history of supposedly radical events, ideologies and movements (or moments). Once at the cutting edge of academic debate radicalism had, until very recently, fallen prey to historiographical trends as scholars increasingly turned their attention to more mainstream experiences or reactionary forces. While acknowledging the importance of those perspectives, Varieties of seventeenth- and early eighteenth-century English radicalism in context offers a reconsideration of the place of radicalism within the early modern period. It sets out to examine the subject in original and exciting ways by adopting distinctively new and broader perspectives. Among the crucial issues addressed are problems of definition and how meanings can evolve; context; print culture; language and interpretative techniques; literary forms and rhetorical strategies that conveyed, or deliberately disguised, subversive meanings; and the existence of a single, continuous English radical tradition. Taken together the essays in this collection offer a timely reassessment of the subject, reflecting the latest research on the theme of seventeenth-century English radicalism as well as offering some indications of the phenomenon's transnational contexts. Indeed, there is a sense here of the complexity and variety of the subject although much work still remains to be done on radicals and radicalism - both in early modern England and especially beyond.

Varieties of Seventeenth- and Early Eighteenth-Century English Radicalism in Context

Ariel Hessayon

The essays in this collection explore significant questions regarding the terms 'radical' and 'radicalism' in early modern England. They investigate whether we can speak of a radical tradition, and whether radicalism was a local, national or transnational phenomenon. It looks at the role of migration and exchange of ideas, images and texts in the history of supposedly radical events, ideologies and movements (or moments). Offering a timely reassessment of the subject, it reflects the latest research on seventeenth-century British and Irish radicalism.

David Finnegan

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