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| Tekijä: | Peppard, J. |
| Otsikko: | Customer relationship management (CRM) in financial services |
| Lehti: | European Management Journal
2000 : JUN, VOL. 18:3, p. 312-327 |
| Asiasana: | Customer relations Financial services Management Electronic commerce |
| Kieli: | eng |
| Tiivistelmä: | Many financial services organisations are rushing to become more customer focused. A key component of many initiatives is the implementation of of Customer Relationship Management (CRM) software. In the paper, a framework is presented which is based on incorporating ebusiness activities, channel management, relationship management and back-office/front-office integration within a customer centric strategy. |
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