IEEE - Institute of Electrical and Electronics Engineers, Inc. - Customer Relationship Management Processes in Retail Banking - Best Practice and Business Value Evaluation

2009 42nd Hawaii International Conference on System Sciences (HICSS)

Author(s): Berger, S.C. ; Gensler, S. ; Skiera, B. ; Wiesel, T.
Publisher: IEEE - Institute of Electrical and Electronics Engineers, Inc.
Publication Date: 1 January 2009
Conference Location: Waikoloa, Hawaii, USA, USA
Conference Date: 5 January 2009
Page(s): 1 - 10
ISBN (Paper): 978-0-7695-3450-3
ISSN (Paper): 1530-1605
DOI: 10.1109/HICSS.2009.139
Regular:

A competitive implementation of customer relationship management (CRM) in retail banking requires business processes aligned to the value contribution. The objective of this paper is to derive a... View More

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