Please use this identifier to cite or link to this item:
http://bura.brunel.ac.uk/handle/2438/4207
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 |
Issue 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 |
URI: | http://bura.brunel.ac.uk/handle/2438/4207 |
Appears in Collections: | Business and Management Brunel Business School Research Papers |
Files in This Item:
File | Description | Size | Format | |
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AMCIS08 - CRM in FS - 280408.pdf | 210.72 kB | Adobe PDF | View/Open |
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