CRM collaboration in financial services networks: A multi-case analysis
Journal
Journal of Enterprise Information Management
ISSN
1741-0398
ISSN-Digital
1758-7409
Type
journal article
Date Issued
2005-07-01
Author(s)
Research Team
IWI4, C>K>P
Abstract
The deconstruction of value chains in the financial services industry has led to the emergence of financial services companies' networks collaborating to provide services. However, many networks experience difficulties in setting up a coordinated customer relationship management (CRM) approach. The importance of this topic is likely to increase due to the continuing deconstruction of value chains, not only in the financial services industry, but in other industries as well. Likewise, studies suggest that CRM has not yet reached its zenith, but will also continue to grow in importance. In this paper, we identify five key issues regarding the current CRM collaboration within financial services networks: Redundant competencies in partnering companies, privacy constraints, CRM process integration, customer information exchange, and CRM systems integration. Based on an analysis of two successful implementations, we identify patterns of successful collaboration and offer practical recommendations to address the key issues.
Language
English
Keywords
Collaboration
Customer Relationship Management
Business Networking
HSG Classification
not classified
Refereed
No
Publisher
Emerald Group Publ.
Publisher place
Bingley
Volume
19
Number
6
Start page
591
End page
607
Subject(s)
Division(s)
Eprints ID
65897