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CRM Project Organization in the Financial Industry

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Customer Relationship Management in the Financial Industry

Part of the book series: Management for Professionals ((MANAGPROF))

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Abstract

Evolving technology and the constant changes affecting the banking industry are increasingly pushing toward research into integrated solutions, in order to maintain and enhance customer relationship. It is not only about seeking technically updated solutions: the practical issue is how to intervene in the bank’s business processes so as to turn banks into customer-centred organizations (Brown 1999).

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Notes

  1. 1.

    According to a research performed in Europe by META Group (2000) the average investment for a CRM project amounts to 2.5 million Euro. Other research studies, always by META Group, foresee an average of 3.5/4 million Euro altogether for the banking sector.

  2. 2.

    However, the presence of supposedly all-but-profitable customers allows sharing fixed costs, thus enhancing the profitability of the better customers.

  3. 3.

    For a deeper knowledge of the other systems of the analytical component see the chapters below.

  4. 4.

    Referred to in later chapters.

  5. 5.

    CeTIF is a leading research centre of the Management Faculty at the Catholic University of Milan focusing on organizational and IT issues in the banking industry instituted in 1990.

  6. 6.

    Comit has merged with Banca Intesa, now IntesaSanPaolo, one of the biggest Italian banks.

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Authors and Affiliations

  1. Faculty of Economics and Management CeTIF - Research Center on Innovation and Financial Institutions, Università Cattolica del Sacro Cuore, Milano, Italy

    Federico Rajola

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  1. Federico Rajola
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Rajola, F. (2013). CRM Project Organization in the Financial Industry. In: Customer Relationship Management in the Financial Industry. Management for Professionals. Springer, Berlin, Heidelberg. https://doi.org/10.1007/978-3-642-35554-7_4

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  • DOI: https://doi.org/10.1007/978-3-642-35554-7_4

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