Customer relationship management in financial services: towards information-enabled relationship marketing

By L. Ryals, A. Payne. 2001

444 citations recorded by the source corpus.

Relationship marketing is concerned with how organizations manage and improve their relationships with customers for long-term profitability. Customer relationship management (CRM), which is becoming a topic of increasing importance in marketing, is concerned with using information technology (IT) in implementing relationship marketing strategies. This paper reports on a study of the adoption and use of CRM in the financial services sector. In particular, the key elements of CRM are examined in these organizations and executives' perceptions of the main IT components that enable responsive CRM are explored. CRM is classified into five stages of sophistication and a framework for CRM adoption is developed.

Subfields: Information Systems and Management, Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/0d16f2b9e93b39cf5905a86cb49d13e39e782e93

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Information Systems and Management

  1. Androniki Veraki
  2. Ilias Santouridis
  3. G. Massey
  4. Phil Dawes

In Organizational Behavior and Human Resource Management

  1. G. Massey
  2. Phil Dawes
  3. Androniki Veraki
  4. Ilias Santouridis

In Sociology and Political Science

  1. Androniki Veraki
  2. Ilias Santouridis
  3. G. Massey
  4. Phil Dawes

Citations in the corpus