publication . Conference object . 2005

Architecture for Customer Relationship Management Approaches in Financial Services

M. Geib; A. Reichold; L. Kolbe; W. Brenner;
Open Access English
  • Published: 03 Jan 2005
  • Publisher: IEEE
  • Country: Switzerland
The majority of financial services companies in Germany and Switzerland have, with varying success, conducted customer relationship management (CRM) implementation projects. Nonetheless, the implementation of a specific CRM strategy that is aligned with company profitability and uses integrated information systems for performance measurement as well as for the control of marketing, sales, and service processes has been realized in very few companies.In this paper we present a framework for the analysis of CRM approaches in financial services companies. Building on previous research and using comprehensive literature research, we develop a CRM reference architect...
ACM Computing Classification System: ComputerApplications_COMPUTERSINOTHERSYSTEMSInformationSystems_INFORMATIONSYSTEMSAPPLICATIONS
free text keywords: information management
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