publication . Conference object . 2004

Collaborative Customer Management in Financial Services Alliances

Geib, Malte; Kolbe, Lutz; Brenner, Walter;
  • Published: 06 Aug 2004
  • Publisher: Association of Information Systems (AIS)
  • Country: Switzerland
The integration of the financial services industry and many financial services companies' focus on core competencies have led to the emergence of financial services alliances. These alliances face a variety of challenges regarding an integrated approach to customer relationship management (CRM) by the partner companies.In this paper we describe the challenges derived from an analysis of five financial services companies that formed different financial services alliances. The main inhibitors of a consistent approach towards customers are found in business processes and information systems that are not sufficiently integrated. Some partner companies' customer-orie...
free text keywords: information management
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