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CRM collaboration in financial services networks: A multi-case analysis

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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.
   
type journal paper
   
keywords Collaboration, Customer Relationship Management, Business Networking
   
language English
kind of paper journal article
date of appearance 01-07-2005
journal Journal of Enterprise Information Management
volume of journal 18
number of issue forthcoming
review not reviewed
   
citation Geib, M., Kolbe, L., & Brenner, W. (2005). CRM collaboration in financial services networks: A multi-case analysis. Journal of Enterprise Information Management, 18(forthcoming).