Leading the development and implementation of collaborative interorganizational systems
Information and Management
Knowledge management and data mining for marketing
Decision Support Systems - Knowledge management support of decision making
Technology and knowledge: bridging a "generating" gap
Information and Management
Management Information Systems: Managing the Digital Firm (10th Edition)
Management Information Systems: Managing the Digital Firm (10th Edition)
Information system strategies in the UK Insurance Industry
International Journal of Information Management: The Journal for Information Professionals
Combined rough set theory and flow network graph to predict customer churn in credit card accounts
Expert Systems with Applications: An International Journal
Journal of Engineering and Technology Management
An integrative framework for customer relationship management: towards a systems view
International Journal of Business Information Systems
Information and Management
Interactions and Effects of CRM 2.0 in Public Administration: Issues of Interest to IT Professionals
International Journal of Human Capital and Information Technology Professionals
Exploring the role of customer relationship management (CRM) systems in customer knowledge creation
Information and Management
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In recent years, organisations have begun to realise the importance of knowing their customers better. Customer relationship management (CRM) is an approach to managing customer related knowledge of increasing strategic significance. The successful adoption of IT-enabled CRM redefines the traditional models of interaction between businesses and their customers, both nationally and globally. It is regarded as a source for competitive advantage because it enables organisations to explore and use knowledge of their customers and to foster profitable and long-lasting one-to-one relationships. This paper discusses the results of an exploratory survey conducted in the UK financial services sector; it discusses CRM practice and expectations, the motives for implementing it, and evaluates post-implementation experiences. It also investigates the CRM tools functionality in the strategic, process, communication, and business-to-customer (B2C) organisational context and reports the extent of their use. The results show that despite the anticipated potential, the benefits from such tools are rather small.