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Analytical CRM in the Financial Services Industry

Published
  • August 26 2002, 1:00am EDT
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Q:

Analytical CRM in the Financial Services Industry
I am just working on the dissertation under the title: "Analytical CRM in the Financial Services Industry (Banking and Insurance)." I am dealing with the following questions:

  1. How will analytical CRM impact financial service industry?
  2. How do banks understand analytical CRM?
  3. What are the primary and secondary critical areas of analytical CRM investment in a bank or insurance company? Any advice or suggestion welcome.

A:

Sid Adelman’s Answer: These are some publications that could help you:

Dyche, Jill. The CRM Handbook: A Business Guide to Customer Relationship Management, Reading, Massachusetts: Addison Wesley, 2001.
Dyche, Jill. "Resurrecting CRM," Intelligent Enterprise, January 2002.
Dyche, Jill. "The CRM Backlash," CIO Magazine, February 2002.
Dyche, Jill. "Choosing Your CRM Tool," Computerworld, February 2002.
Swift, Ronald S. Accelerating Customer Relationships, Upper Saddle River, NJ: Prentice Hall, 2001.

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