Companies and financial institutions are employing operational information systems in an efficient way. While they have consolidated a strong level of knowledge in management information systems, there is still a lack of knowledge on the right way to apply customer relationship management (CRM) systems under a business perspective. Most of the companies are still having problems in evaluating how CRM can meet with the expected results. The level of complexity is perceived both under a technological and organizational point of view. A complete innovation process and heavy change management...

Therapiddevelopmentandadoptionoftechnology-basedinformation, commu- cationandproductdeliverysystemshavefacilitatedglobalizationofthe?nancial services industry and removed the barriers between its vertical segments. New business and market models require the adaptation of existing IT infrastr- tures as well as the development of innovative solutions for both experimental and operational systems. In this context, several aspects are creating a highly innovative and at the same time competitive setup in the ?nancial industry. In the workshop series on enterprise applications and services in the...

Companies and financial institutions are employing operational information systems in an efficient way. While they have consolidated a strong level of knowledge in management information systems, there is still a lack of knowledge on the right way to apply customer relationship management (CRM) systems under a business perspective. Most of the companies are still having problems in evaluating how CRM can meet with the expected results. The level of complexity is perceived both under a technological and organizational point of view. A complete innovation process and heavy change management...

This book analyses aspects of CRM systems from both organizational and technological perspectives. The emphasis is on development of effective CRM (and CRM 2.0) initiatives using case studies of successful CRM systems implementations in the financial industry.