Customer Relationship Management (CRM) in Financial Services

By Joe Peppard. 2000

579 citations recorded by the source corpus.

Subfields: Management Information Systems, Organizational Behavior and Human Resource Management

View Paper: https://www.semanticscholar.org/paper/7929398ca66e4c826a000c54f6a495473bbb1c1d

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In Management Information Systems

In Organizational Behavior and Human Resource Management

Citations in the corpus

Strategic issues in customer relationship management (CRM) implementation (2003, background): “However, problems of channel conflict have been identified whereby customer experiences differ depending on the sales channel (Peppard, 2000).”
The critical success factors of business process management (2010, background): “Different departments within an organization often operate as silos and consequently horizontal endto-end customer processes are not well understood (Peppard, 2000).”
Understanding customer relationship management (CRM): People, process and technology (2003, background): “The effective management of information has a crucial role to play in CRM. Information is critical for product tailoring, service innovation, consolidated views of customers, and calculating customer lifetime value (Peppard, 2000).”
Why Leadership Matters to Internal Communication: Linking Transformational Leadership, Symmetrical Communication, and Employee Outcomes (2014, background): “…attitudes toward the company as well as supportive behavior intention (Bruning, 2000, 2002; Bruning & Ledingham, 2000; Bruning & Ralston, 2000; Ki & Hon, 2007; J. Kim & Chan-Olmsted, 2005; Ledingham, 2001; Ledingham & Bruning, 1998; Peppard, 2000) and even actual behavior (J. Kim & Rhee, 2011).”
Classifying the segmentation of customer value via RFM model and RS theory (2009, background): “CRM, devoted to improve relationships with customer, focuses on a comprehensive picture on how to integrate customer value, requirements, expectations and behaviors via analyzing data from transaction of customer (Peppard, 2000).”
Customer relationship management and customer satisfaction: the mediating role of relationship quality (2017, background): “long-term relationships with them (Peppard, 2000).”
Customer Relationship Management Approach and Student Satisfaction in Higher Education Marketing (2014, background): “Peppard (2000) posits that CRM is aimed at creating an emotional connection with the customer; understanding customer needs; differentiate between customers via market segmentation and performance analysis of customer loyalty.”
Student–university relationships and reputation: a study of the links between key factors fostering students’ supportive behavioral intentions towards their university (2009, background): “It has been noted that there is a link between quality relationships and supportive behavior among organizations and publics (e.g., Caywood 1997; Peppard 2000; Reinchheld 1996).”