CRM collaboration in financial services networks: a multi‐case analysis

Geib, Malte; Kolbe, Lutz M.; Brenner, Walter

doi:10.1108/17410390610708481

Cited by 20 publications

(9 citation statements)

References 27 publications

(25 reference statements)

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“…Khodakarami and Chan [47] elaborated the types of CRM systems by drawing on [48][49][50][51][52][53] research. These systems have mainly been fallen into three classes including operational CRM systems, which utilizes for automating the CRM processes and improving their efficiency and productivity; analytical CRM systems, which utilizes for analyzing the customer data and knowledge; and collaborative CRM systems, which utilizes for managing and integrating the channels of communication and customer touchpoints.…”

Section: Theoretical Frameworkmentioning

confidence: 99%

Proposed Analytic Framework for Student Relationship Management based on a Systematic Review of CRM Systems Literature

Gholami¹,

Saman²,

Mardani³

et al. 2018

Sustainability

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Notwithstanding the research attention given to the importance and capability of the student relationship management strategy in higher education sustainability, there is no any systematic framework for implementation. This research as one of the preliminary studies has been undertaken to provide a structural framework of strategic practices for positioning this strategy at an operational level. In doing so, a methodological approach was implemented in two tiers. Firstly, a systematic review of the leading-edge literature on the customer relationship management systems was performed owing to the lack of significant research on the topic, as well as the structure and nature of the concept. Then, the principal components factor analysis with varimax rotation, which is a method of exploratory factor analysis was used to finalize the research. The findings revealed an articulated structural framework with five hypotheses, which may partially or fully be applied to narrow the major gap in the current knowledge. The measurement scale has also been developed for simplification in implementation of the application. Limitations and directions for future research were accordingly discussed.

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Section: Theoretical Frameworkmentioning

confidence: 99%

Proposed Analytic Framework for Student Relationship Management based on a Systematic Review of CRM Systems Literature

Gholami¹,

Saman²,

Mardani³

et al. 2018

Sustainability

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“…Some research indicates that banks should focus on improving shareholder ' s perception, 50 enhancing customers ' perception regarding banking service attributes, 24,51,52 and developing customer trust and confi dence. 53 Roig et al 54 state that while it is apparent to organizations ' to compose an offer of value to the customer, it does not seem to be clear what the value perceived by the customer is ' .…”

Section: Literature Reviewmentioning

confidence: 97%

Online banking in India: An approach to establish CRM

Khare¹

2010

J Financ Serv Mark

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Technology is fast altering the business servicescape. Its role in improving customer service levels is being used strategically and increasingly by service organizations. The service attributes and quality can be enhanced by deployment of technology. The Internet has facilitated convenience in customer interactions and transactions with the banks. Online banking is currently emerging as a new approach in India for providing improved accessibility and expediency to customers. Most banks have their own websites for improving the customer interface and offering online services. The article studies the applicability of online banking in India and its role in fostering relationships with customers and giving them more value. The research was conducted on customers familiar with online banking in India, and their perceptions about online banking were studied. The fi ndings reveal that customers are using the services but are skeptical about the fi nancial transactions and service quality dimensions.

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“…Closer to our subject matter, the integration of an eCRM into other company processes and information systems-including but not limited to enterprise resource planning (ERP), supply chain management (SCM), and product life-cycle management (PLM) systems-is a crucial part of the development of a CRM strategy (Corso et al 2003;Laurindo and De Carvalho 2005;Meyer and Kolbe 2005;Nguyen et al 2007). Indeed, to reap the full benefits of an eCRM, the other transactional systems of the firm (e.g., manufacturing, ERP and accounting systems) must be integrated with each other and with the eCRM so the transactional data can be used in the operational, analytical and/or collaborative eCRM (Geib et al 2006). Within a demand-driven network, the integration between eCRM, collaborative product development and collaborative supply chain management systems is also inescapable if the firm is to adapt and respond to the changing market as quickly as possible (Morash and Clinton 1998;Wu et al 2004).…”

Section: Moderating Role Of Internal Integration Of the Ecrmmentioning

confidence: 98%

Collaborative e-product development and product innovation in a demand-driven network: the moderating role of eCRM

Hadaya

Cassivi

2009

Electron Markets

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Customer relationships, product development, data integration and demand-driven supply chains are key concepts for companies that wish to remain competitive in today's global economy. To address this important information management issue, the present study examines how, within a demand-driven network context, an eCRM can influence the interorganizational product development process between a manufacturer and its key customers. The theoretical model, built on research related to a technology assimilation model based on Fichman's (2000) work, was tested on data from 104 manufacturers in the wireless equipment sector. The results show that the adoption of an eCRM does not moderate the relationship between collaborative e-product development involving a manufacturer and its key customers and product innovation within the manufacturer itself. Moderated regression analyses also demonstrate that, among the manufacturers that have adopted an eCRM, the impact of collaborative e-product development by the manufacturer and its key customers on product innovation within the company will be stronger when investments in the eCRM implementation, internal integration of the eCRM, and eCRM usage are higher than lower. Finally, the findings show that investments in the eCRM implementation, internal integration of eCRM and eCRM usage are also antecedents of product innovation within the manufacturer. This contribution, at the intersection of the CRM and product development research streams, should give academics and practitioners alike a better understanding of the role of eCRMs in the product development process.

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CRM collaboration in financial services networks: a multi‐case analysis

Cited by 20 publications

References 27 publications

Proposed Analytic Framework for Student Relationship Management based on a Systematic Review of CRM Systems Literature

Proposed Analytic Framework for Student Relationship Management based on a Systematic Review of CRM Systems Literature

Online banking in India: An approach to establish CRM

Collaborative e-product development and product innovation in a demand-driven network: the moderating role of eCRM

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