An event driven approach to customer relationship management in e-brokerage industry

A Web services implementation framework for financial enterprise content management

“…However, multi-engine and heterogeneous engine integration issues essential for scalability and interoperability are not covered. Chiu et al [7] discuss the requirements of customer relationship management for SME stock brokerage in Hong Kong and propose an event driven approach to ensure efficiency and timeliness in converting knowledge into business actions effectively. One of such actions is to relay received stock price and market news content to relevant customers.…”

“…Web Services support both synchronous and asynchronous messaging. Messaging provides a mechanism to support events, which can trigger immediate processing when relevant things happen, say, when new content arrives [7]. In particular, asynchronous messaging is heavily used to minimize the dependency among subsystems and to provide reliable communications among different entities.…”

“…Motivated by our recent study of a CRM system for Small and Medium Enterprises (SME) brokerage [7] that involves basic content delivery to customers, this paper explores a more in-depth research in a large-scale financial ECM context. The contribution and coverage of this paper are as follows: (i) requirements and technical problems of ECM in financial industry, (ii) a practical enterprise content model and architecture for such an environment, (iii) the design of FECMS components for effective and timely content flow management, and (iv) the use of Web Services for inter-and intra-enterprise FECMS integration.…”

“…However, an important contradicting requirement is that editors and auditors have to check content publication against possibility of violation of laws and regulations, which vary across countries and even states. Published content contributes highly to customer relationship management (CRM) as this is an important value-added service to clients in the financial industry, such as brokerage firms [7]. Content produced by analyst of a financial enterprise often provides valuable advices for decision making of client investors, and therefore has a high impact on the image and professionalism of the enterprise.…”

Transaktionshäufigkeit als Indikator für die Angebotsgestaltung bei deutschen Online-Brokern

“…Andere Autoren untersuchten Fragestellungen im Zusammenhang mit Kundenbindung und Determinanten der Kundenzufriedenheit (Balasubramanian et al, 2003;Chen/Hitt, 2002;Chiu et al, 2003;Lee/Kim, 2002;Srijumpa et al, 2002). Ein Porträt von Privatkunden, welche Online-Brokerage betreiben, und deren typisches Transaktionsverhalten findet sich bspw.…”