few studies have explored it from an industry-specific perspective to develop usableaction plans. The banking industry is one of the major beneficiaries of the ‘explosion’ inCRM across all sectors of the economy, but there is an absence of information andsupport for it in Taiwan. Embracing CRM requires changes in many aspects of enterprises. This paper employs a four-strategic framework; of contact channelmanagement, enterprise-wide management, customer data management, and informationtechnology management, in its review of what constitutes best practice in the leading banks in Taiwan with respect to CRM. It is argued that if Taiwan's banking industryadopts this framework it should be able to respond effectively to the various internal andexternal challenges identified in this study as well as to develop its own CRM initiatives.
WettemannHealth Management Technology; Sep2007, Vol. 28 Issue 9, p48-50, 2p
The article discusses the advantages of implementing customer relationship management(CRM) solutions to improve healthcare provision. Several factors affect the adoption of CRM solutions, such as customer data confidentiality concerns and informationtechnology budget challenges. Many CRM vendors provide customized solutions for thehealthcare vertical market and many implementation partners provide vertical-specificexpertise in making CRM applications work in healthcare. These things also can relate in banking sector.
Peelen, Edvan Montfort,Kee Beltman, Rob Klerkx, ArnoudJournal of Strategic Marketing; Dec2009, Vol. 17 Issue 6, p453-471, 19p, 2Diagrams, 2 Charts