User Adoption of a CRM-based Information System Within a Financial Services Organization: An Empirical Analysis
نویسندگان
چکیده
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.
منابع مشابه
Empirical Study of Nova Scotia Nurses’ Adoption of Healthcare Information Systems: Implications for Management and Policy-Making
Background This paper used the Theory of Planned Behavior (TPB), which was extended, to investigate nurses’ adoption of healthcare information systems (HIS) in Nova Scotia, Canada. Methods Data was collected from 197 nurses in a survey and data analysis was carried out using the partial least squares (PLS) technique. Results In contrast to findings in prior studies that used TPB to investig...
متن کاملKnowledge discovery from patients’ behavior via clustering-classification algorithms based on weighted eRFM and CLV model: An empirical study in public health care services
The rapid growing of information technology (IT) motivates and makes competitive advantages in health care industry. Nowadays, many hospitals try to build a successful customer relationship management (CRM) to recognize target and potential patients, increase patient loyalty and satisfaction and finally maximize their profitability. Many hospitals have large data warehouses containing customer ...
متن کاملDesigning a trust-based recommender system in Social Rating Networks
One of the most common styles of business today is electronic business, since it is considered as a principal mean for financial transactions among advanced countries. In view of the fact that due to the evolution of human knowledge and the increase of expectations following that, traditional marketing in electronic business cannot meet current generation’s needs, in order to survive, organizat...
متن کاملConstruction of Extended Adoption Model of CRM systems at the Healthcare Organizational level in Malaysian Private Hospitals
Customer Relationship Management (CRM) System is very important to enhance healthcare services, improve cost-effectiveness, and accessibility of the healthcare. Therefore, study of the adoption of the CRM in healthcare at organizational level is necessary to identify factors that influence the CRM adoption. Hence, this study aims at proposing an extended adoption model of CRM systems in Malaysi...
متن کاملCustomer Relationship Management and Firm Performance: an Empirical Study of Freight Forwarder Services
This study empirically identifies customer relationship management (CRM) and examines its impacts on firm performance in the context of freight forwarder services. Using data collected from a survey of 144 freight forwarding firms in Taiwan, a structural equation modeling exercise was conducted to identify crucial CRM dimensions and their influences on the perceived financial performance. Resul...
متن کاملذخیره در منابع من
با ذخیره ی این منبع در منابع من، دسترسی به آن را برای استفاده های بعدی آسان تر کنید
عنوان ژورنال:
دوره شماره
صفحات -
تاریخ انتشار 2008