Advertisement

CRM Project Organization in the Financial Industry

Chapter
  • 2k Downloads
Part of the Management for Professionals book series (MANAGPROF)

Abstract

Evolving technology and the constant changes affecting the banking industry are increasingly pushing toward research into integrated solutions, in order to maintain and enhance customer relationship. It is not only about seeking technically updated solutions: the practical issue is how to intervene in the bank’s business processes so as to turn banks into customer-centred organizations (Brown 1999).

Keywords

Banking Industry Customer Relationship Management Customer Relationship Customer Class Customer Contact 
These keywords were added by machine and not by the authors. This process is experimental and the keywords may be updated as the learning algorithm improves.

References

  1. Angel, B. (2000). CRM: The upgrade. Canadian Banker, Third Quarter, 107(3).Google Scholar
  2. Anthony, R. N. (1965). Planning and control system: A framework for analysis. Cambridge: Harvard University Press.Google Scholar
  3. Bach, D. (2001). Do online banks need CRM? American Banker, 166(82), 30 April Supplement.Google Scholar
  4. Belking, N. J., & Croft, W. B. (1992). Information filtering and information retrieval: Two sides of the same coin. Communication of ACM, 35(12).Google Scholar
  5. Bennett, R. A. (2002). How not to win friends. S Banker, 112(5).Google Scholar
  6. Berry, M., & Linoff, G. (1997). Data mining techniques. New York: Wiley.Google Scholar
  7. Bielski, L. (2000). Behavior driven CRM. ABA Banking Journal, 92(10).Google Scholar
  8. Bielski, L. (2001). Giving your customer a face. ABA Banking Journal, 93(4).Google Scholar
  9. Blattberg, R., Getz, G., & Thomas, J. S. (2001). Customer equity: Building and managing relationship as valuable assets. Boston: Harvard Business School Press.Google Scholar
  10. Brown, S. A. (1999). Strategic customer care. New York: Wiley.Google Scholar
  11. Brown, S. A. (2000b). Customer relationship management: Linking people, process and technology. New York: Wiley.Google Scholar
  12. Burn, J. M. (1989). The impact of information technology on organisational structures. In Information & management (Vol. 16). Holland: Elsevier Science Publishers.Google Scholar
  13. Burnett, K. (2000). Handbook of key customer relationship management, the: The definitive guide to winning, managing and developing key account business. Financial times. Englewood Cliffs: Prentice Hall.Google Scholar
  14. Carignani, A. (2001b). Pensare ed organizzare la banca diretta: stato dell’arte e scenari sul mercato europeo. In A. Resti (Ed.), Banca virtuale e multicanale. Roma: Edibank.Google Scholar
  15. Chablo, E. (1999). The importance of marketing data intelligence in delivering successful CRM. SmartFOCUS.Google Scholar
  16. Decastri, M., De Marco, M., & Rajola, F. (2001). Processi decisionali e flessibilità: il customer relationship management in banca. In G. Costa (Ed.), Flessibilità e Performance—L’organizzazione aziendale tra old e new economy. Torino: Isedi.Google Scholar
  17. Delmater, R., & Hancok, M. (2001). Data mining explained: A manager’s guide to customer centric business intelligence. Woburn: Digital Press.Google Scholar
  18. Dyché, J. (2000). e-Data: Turning data into information with data warehousing. Boston: Addison-Wesley.Google Scholar
  19. Eager, A. (2001). Marketing manoeuvres. Computer Business Review, 9(11).Google Scholar
  20. Earl, M. J. (1989). Management strategies for information management. London: Prentice Hall.Google Scholar
  21. Egan, N. T. (1999). Making a successful CRM transformation. U.S. Banker, 109(9).Google Scholar
  22. Eilon, J. J. (2001). Looking for payback from CRM. Bank Technology News, 14(6).Google Scholar
  23. Free, D., Close, W., Eisenfeld, B., & De Lotto, R. (2001). Can FSPs gain benefits from CRM? Stamford: Gartner Group.Google Scholar
  24. Gilmore, J. H., Pine, B. J. II (edited with an introduction by) (2000). Markets of onecreating customer-unique value through mass customization. Harvard: A Harvard Business Review Book.Google Scholar
  25. Gostick, R. (2000). CRM is dead, long live e-CRM. Banker, 150(893).Google Scholar
  26. Groth, R. (1998). Data mining. A hands-on approach for business professionals. Santa Clara: Prentice Hall PTR.Google Scholar
  27. Hall, R. E. (1999). Relationship data won’t interpret itself. American Banker, 164(145).Google Scholar
  28. Hall, R. (2001). The new revenue model for CRM. Bank Marketing, 33(5).Google Scholar
  29. Hamblen, M. (2000). Instant customer data gives bank sales force an edge. Computerworld, 34(20).Google Scholar
  30. Hamil, J. (2000). Internet supported CRM. Discussion paper. www.crm-forum.com.
  31. Inmon, W. H. (1996). Building the data warehouse (2nd ed.). New York: Wiley.Google Scholar
  32. Keenan, C. (2001). Translating customer service to the front lines. American Banker, 166(87).Google Scholar
  33. Keene, R. (2001). CRM’s value can be found in improved customer loyalty. American Banker, 166(196).Google Scholar
  34. Kelly, S. (1997). Data warehousing in action. New York: Wiley.Google Scholar
  35. Kiesnoski, K. (1999). Customer relationship management, (cover story). Bank Systems and Technology, 36(2).Google Scholar
  36. Kimball, R. (1996). Data warehouse toolkit. New York: Wiley.Google Scholar
  37. Kotler, P. (1999). Kotler on marketing: How to create, win and dominate markets. New York: Free Press.Google Scholar
  38. Lee, D. (2000). The customer relationship management planning guide V2.0: CRM steps I & II, customer-centric planning & redesigning roles. Heinel Drive: High-Yield Marketing Press.Google Scholar
  39. Mayes, N. (2001). Banks still keen on CRM and outsourcing. Global Computing Services.Google Scholar
  40. McKeen, J. D., & Smith, H. A. (1996). Management challenges in IS: Successful strategies and appropriate action. Chichester: Wiley.Google Scholar
  41. McKenna, R. (1993). Relationship marketing: Successful strategies for the age of the customer. Boston: Addison-Wesley.Google Scholar
  42. META Group. (2000). Leadership strategies in customer relationship management. Stamford: META Group.Google Scholar
  43. Morris, G. (2002). Beyond CRM: Assessing clients’ value. Bank Investment Marketing, 10(2).Google Scholar
  44. Morse, S., & Isaac, D. (1998). Parallel systems in the data warehouse. New Jersey: Prentice Hall.Google Scholar
  45. Österle, H. (1995). Business in the information age. Heading for new processes. Berlin: Springer.Google Scholar
  46. Peppers, D., & Rogers, M. (1997). The one to one future: Building relationships one customers at a time. New York: Currency Doubleday.Google Scholar
  47. Peppers, D., Rogers, M., & Dorf, B. (1998). Enterprise one to one: Tools for competing in the interactive age. New York: Doubleday.Google Scholar
  48. Petersen, G. (1997). High impact sales force automation. Boca Raton: St. Lucie Press.Google Scholar
  49. Porter, M. E., & Millar, V. E. (1985). How information gives you competitive advantages. Harvard Business Review.Google Scholar
  50. Pricewaterhouse-Coopers Consulting (2000). Il manuale per la gestione della relazione con il cliente. Google Scholar
  51. Ptacek, M. J. (2000a). Search for perfect CRM solution remains elusive. American Banker, 165(173).Google Scholar
  52. Puccinelli, B. (1999). Bank delivery, service channels require more personal attention. Bank Systems and Technology, 36(7).Google Scholar
  53. Rajola, F. (Ed.). (2000). L’organizzazione dei sistemi di Business Intelligence nel settore finanziario. Milano: FrancoAngeli.Google Scholar
  54. Rigby, D. K., Reichheld, F. F., & Schefter, P. (2002). Avoid the four perils of CRM. Harvard Business Review, 80(2).Google Scholar
  55. Rockart, J. F. (1979). Chief executives define their own data needs. Harvard Business Review.Google Scholar
  56. Schneider, M. (2001). Dirty secret of CRM: It’s 20% strategy, 80% grunt work. American Banker, 166(164).Google Scholar
  57. Scott Tillett L. (2000). Smaller banks taking up CRM challenge. Bank Systems and Technology, 37(12).Google Scholar
  58. Shesbunoff, A. (1999). Winning CRM strategies. ABA Banking Journal, 91(10).Google Scholar
  59. Simon, A. (1998). 90 days to the data mart. New York: Wiley.Google Scholar
  60. Thompson, J. D. (1967). Organizations in action. New York: McGraw-Hill.Google Scholar
  61. Tulley, J. (2001). Establishing unique customer relations using data warehousing, (cover story). Canadian Manager, 26(1).Google Scholar
  62. Tynan, T. G. (2000). Web adds pressure for CRM. American Banker, 165(77).Google Scholar
  63. Willcocks, L., Feeny, D. F., & Islei, G. (1997). Managing IT as a strategic resource. Cambridge: McGraw-Hill.Google Scholar
  64. Young, M. M. (2002). Banking on CRM. Intelligent Enterprise, 5(4).Google Scholar

Copyright information

© Springer-Verlag Berlin Heidelberg 2013

Authors and Affiliations

  1. 1.Faculty of Economics and Management CeTIF - Research Center on Innovation and Financial InstitutionsUniversità Cattolica del Sacro CuoreMilanoItaly

Personalised recommendations