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Title: User adoption of a CRM-based information system within a financial services organisation: An empirical analysis
Authors: Sharif, AM
Irani, Z
Keywords: Customer relationship management
Financial services
Information systems
Case study
Publication Date: 2008
Publisher: AMCIS08
Citation: Proceedings of the Fourteenth Americas Conference on Information Systems, Toronto, ON, Canada, 14th-17th August 2008
Abstract: Financial Services firms require processes and systems which can support and maintain customer-related information for the purposes of core business-focussed activity. Specifically within the investment banking sector, the importance and criticality of such customer information underpins the firm’s ability to transact sales, trading and other advisory-based services in an efficient and relevant manner. The design and development of Customer Relationship Management (CRM) systems to address the given external vs. internal customer information touchpoints, therefore provides a vital link between financial services professionals, client data and business processes. In doing so, the input of CRM user requirements is a key step in deriving benefit from such a technology solution. This paper henceforth identifies and details user requirements and experiences of such an information system within a case study company and highlights pertinent issues for the adoption of such systems within the given sector
Appears in Collections:Business and Management
Brunel Business School Research Papers

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