Introducing a conceptual model for electronic customer relationship management readiness in the banking sector
Article
Tahmasebi Aria, F. and Dafoulas, G. 2023. Introducing a conceptual model for electronic customer relationship management readiness in the banking sector. International Journal of Business and Technology Management. 5 (2), pp. 127-136. https://doi.org/10.55057/ijbtm.2023.5.2.12
Type | Article |
---|---|
Title | Introducing a conceptual model for electronic customer relationship management readiness in the banking sector |
Authors | Tahmasebi Aria, F. and Dafoulas, G. |
Abstract | Customer Relationship Management (CRM) is one of the main priorities for almost all organisations, particularly in banking. Information Technology (IT) has changed ways of interacting with customers, resulting in the concept of Electronic Customer Relationship Management (eCRM), which has caused a shift from offline CRM to eCRM. ECRM aims to attract and retain customers, improve customer service by creating a solid relationship with them, and provide valued financial products as required. Thus, it is vital to identify readiness factors in any organisation to ensure that they are capable of deploying eCRM and reduce the likelihood of failure. Due to the current gap in having a comprehensive eCRM readiness model in banks, this research attempts to fill this gap by developing an updated conceptual model for eCRM readiness for banks. These factors will provide banks with guidelines for evaluating their eCRM readiness status. |
Keywords | eCRM; banking; readiness model |
Sustainable Development Goals | 9 Industry, innovation and infrastructure |
Middlesex University Theme | Creativity, Culture & Enterprise |
Publisher | Asian Scholars Network |
Journal | International Journal of Business and Technology Management |
ISSN | |
Electronic | 2682-7646 |
Publication dates | |
01 Jun 2023 | |
Publication process dates | |
Accepted | 01 May 2023 |
Deposited | 05 Jul 2024 |
Output status | Published |
Digital Object Identifier (DOI) | https://doi.org/10.55057/ijbtm.2023.5.2.12 |
https://repository.mdx.ac.uk/item/15zxzv
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