The integration of the financial services industry and many financial services companies’ focus on core competencies have led to the emergence of financial services alliances. These alliances face a variety of challenges regarding an integrated approach to customer relationship management (CRM) by the partner companies. In this paper we describe the challenges derived from an analysis of five f...

The 1990s has been a boom period of enterprise systems (ES). Many organizations have experienced the technical, integration and business process re-engineering benefits of implementing ES. As of today, a number of ES have been developed, namely customer relationship management systems (CRM) and enterprise resource planning (ERP) systems. In particular, CRM systems have gained significant intere...

Organizations in practically every industry are now adopting Customer Relationship Management (CRM) systems as a mission-critical business strategy. As CRM systems evolve from mere technology solutions used for capturing customer interactions into strategies aimed at deriving maximum value from them, businesses today realize the importance of these systems in attaining and sustaining competitiv...

Electronic Commerce (eCommerce, i.e. the execution of business processes using Internet technologies) continues to be a significant, pervasive issue for both enterprises and customers. Management of relationships between enterprises and customers has often been referred to as Customer Relationship Management (CRM). We define CRM as an interactive process that achieves an optimum balance between...