{"id":"https://openalex.org/W79617592","doi":"https://doi.org/10.1007/978-3-642-57478-8_9","title":"Integrated Customer Relationship Management in the Banking Sector","display_name":"Integrated Customer Relationship Management in the Banking Sector","publication_year":2002,"publication_date":"2002-01-01","ids":{"openalex":"https://openalex.org/W79617592","doi":"https://doi.org/10.1007/978-3-642-57478-8_9","mag":"79617592"},"language":"en","primary_location":{"id":"doi:10.1007/978-3-642-57478-8_9","doi":"https://doi.org/10.1007/978-3-642-57478-8_9","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-642-57478-8_9","pdf_url":null,"source":{"id":"https://openalex.org/S4210183134","display_name":"Contributions to management science","issn_l":"1431-1941","issn":["1431-1941","2197-716X"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core","norway-1"],"host_organization":"https://openalex.org/P4310319965","host_organization_name":"Springer Nature","host_organization_lineage":["https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Nature"],"type":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Contributions to Management Science","raw_type":"book-chapter"},"volume":{"id":"https://openalex.org/W641972422","display_name":"New Trends in Banking Management"},"type":"book-chapter","is_traditional":true,"indexed_in":["crossref"],"open_access":{"is_oa":false,"oa_status":"closed","oa_url":null,"any_repository_has_fulltext":false},"authorships":[{"author_position":"first","author":{"id":"https://openalex.org/A5089317328","display_name":"Maro Vlachopoulou","orcid":"https://orcid.org/0000-0002-8373-6392","observed_orcids":["https://orcid.org/0000-0002-8373-6392"]},"institutions":[{"id":"https://openalex.org/I192756129","display_name":"University of Macedonia","ror":"https://ror.org/05fg6gr82","country_code":"GR","type":"education","lineage":["https://openalex.org/I192756129"]}],"countries":["GR"],"is_corresponding":false,"raw_author_name":"M. Vlachopoulou","raw_affiliation_strings":["Department of Applied Informatics, University of Macedonia, Thessaloniki, Greece"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Applied Informatics, University of Macedonia, Thessaloniki, Greece","institution_ids":["https://openalex.org/I192756129"]}]},{"author_position":"middle","author":{"id":"https://openalex.org/A5111945522","display_name":"Vassiliki Manthou","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I192756129","display_name":"University of Macedonia","ror":"https://ror.org/05fg6gr82","country_code":"GR","type":"education","lineage":["https://openalex.org/I192756129"]}],"countries":["GR"],"is_corresponding":false,"raw_author_name":"V. Manthou","raw_affiliation_strings":["Department of Applied Informatics, University of Macedonia, Thessaloniki, Greece"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"Department of Applied Informatics, University of Macedonia, Thessaloniki, Greece","institution_ids":["https://openalex.org/I192756129"]}]},{"author_position":"last","author":{"id":"https://openalex.org/A5042911679","display_name":"O. Ioannidis","orcid":null,"observed_orcids":[]},"institutions":[{"id":"https://openalex.org/I4210153494","display_name":"National Bank of Greece (Greece)","ror":"https://ror.org/057j7ch92","country_code":"GR","type":"company","lineage":["https://openalex.org/I4210153494"]}],"countries":["GR"],"is_corresponding":false,"raw_author_name":"O. Ioannidis","raw_affiliation_strings":["National Bank of Greece, Thessaloniki, Greece"],"raw_orcid":null,"affiliations":[{"raw_affiliation_string":"National Bank of Greece, Thessaloniki, Greece","institution_ids":["https://openalex.org/I4210153494"]}]}],"institutions":[],"countries_distinct_count":1,"institutions_distinct_count":2,"corresponding_author_ids":[],"corresponding_institution_ids":[],"apc_list":null,"apc_paid":null,"fwci":2.2314,"has_fulltext":false,"cited_by_count":1,"citation_normalized_percentile":{"value":0.85372899,"is_in_top_1_percent":false,"is_in_top_10_percent":false},"cited_by_percentile_year":null,"biblio":{"volume":null,"issue":null,"first_page":"135","last_page":"148"},"is_retracted":false,"is_paratext":false,"is_xpac":false,"primary_topic":{"id":"https://openalex.org/T10910","display_name":"Corporate Governance and Management","score":0.7973999977111816,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},"topics":[{"id":"https://openalex.org/T10910","display_name":"Corporate Governance and Management","score":0.7973999977111816,"subfield":{"id":"https://openalex.org/subfields/1408","display_name":"Strategy and Management"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T10154","display_name":"Customer Service Quality and Loyalty","score":0.06560000032186508,"subfield":{"id":"https://openalex.org/subfields/1406","display_name":"Marketing"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}},{"id":"https://openalex.org/T14183","display_name":"Banking Sector Performance and Management","score":0.03310000151395798,"subfield":{"id":"https://openalex.org/subfields/1402","display_name":"Accounting"},"field":{"id":"https://openalex.org/fields/14","display_name":"Business, Management and Accounting"},"domain":{"id":"https://openalex.org/domains/2","display_name":"Social Sciences"}}],"keywords":[{"id":"https://openalex.org/keywords/customer-relationship-management","display_name":"customer relationship management","score":0.9750000238418579},{"id":"https://openalex.org/keywords/banking","display_name":"banking sector","score":0.8420000076293945},{"id":"https://openalex.org/keywords/customer-centric-business-model","display_name":"customer-centric business model","score":0.9350000023841858},{"id":"https://openalex.org/keywords/enabling-technologies","display_name":"enabling technologies","score":0.7730000019073486},{"id":"https://openalex.org/keywords/application-architecture","display_name":"application architecture","score":0.8370000123977661},{"id":"https://openalex.org/keywords/data-mart","display_name":"data mart","score":0.9940000176429749},{"id":"https://openalex.org/keywords/customer-data","display_name":"customer data","score":0.4099999964237213},{"id":"https://openalex.org/keywords/customer-retention","display_name":"customer retention","score":0.6660000085830688},{"id":"https://openalex.org/keywords/customer-satisfaction","display_name":"customer satisfaction","score":0.47200000286102295}],"concepts":[{"id":"https://openalex.org/C29143872","wikidata":"https://www.wikidata.org/wiki/Q876690","display_name":"Business process reengineering","level":3,"score":0.7589418292045593},{"id":"https://openalex.org/C98825075","wikidata":"https://www.wikidata.org/wiki/Q485643","display_name":"Customer relationship management","level":2,"score":0.6416909694671631},{"id":"https://openalex.org/C144133560","wikidata":"https://www.wikidata.org/wiki/Q4830453","display_name":"Business","level":0,"score":0.6374212503433228},{"id":"https://openalex.org/C195094911","wikidata":"https://www.wikidata.org/wiki/Q14167904","display_name":"Process management","level":1,"score":0.5741853713989258},{"id":"https://openalex.org/C129361004","wikidata":"https://www.wikidata.org/wiki/Q2470236","display_name":"Profitability index","level":2,"score":0.5506423115730286},{"id":"https://openalex.org/C156152238","wikidata":"https://www.wikidata.org/wiki/Q1548025","display_name":"Retail banking","level":2,"score":0.506904661655426},{"id":"https://openalex.org/C98045186","wikidata":"https://www.wikidata.org/wiki/Q205663","display_name":"Process (computing)","level":2,"score":0.48878952860832214},{"id":"https://openalex.org/C85345410","wikidata":"https://www.wikidata.org/wiki/Q851587","display_name":"Business process","level":3,"score":0.44917792081832886},{"id":"https://openalex.org/C56739046","wikidata":"https://www.wikidata.org/wiki/Q192060","display_name":"Knowledge management","level":1,"score":0.36498308181762695},{"id":"https://openalex.org/C162853370","wikidata":"https://www.wikidata.org/wiki/Q39809","display_name":"Marketing","level":1,"score":0.3491423428058624},{"id":"https://openalex.org/C41008148","wikidata":"https://www.wikidata.org/wiki/Q21198","display_name":"Computer science","level":0,"score":0.27724629640579224},{"id":"https://openalex.org/C174998907","wikidata":"https://www.wikidata.org/wiki/Q357662","display_name":"Work in process","level":2,"score":0.10506927967071533},{"id":"https://openalex.org/C10138342","wikidata":"https://www.wikidata.org/wiki/Q43015","display_name":"Finance","level":1,"score":0.10323920845985413},{"id":"https://openalex.org/C111919701","wikidata":"https://www.wikidata.org/wiki/Q9135","display_name":"Operating system","level":1,"score":0.0},{"id":"https://openalex.org/C137335462","wikidata":"https://www.wikidata.org/wiki/Q380772","display_name":"Lean manufacturing","level":2,"score":0.0}],"mesh":[],"locations_count":1,"locations":[{"id":"doi:10.1007/978-3-642-57478-8_9","doi":"https://doi.org/10.1007/978-3-642-57478-8_9","is_oa":false,"landing_page_url":"https://doi.org/10.1007/978-3-642-57478-8_9","pdf_url":null,"source":{"id":"https://openalex.org/S4210183134","display_name":"Contributions to management science","issn_l":"1431-1941","issn":["1431-1941","2197-716X"],"is_oa":false,"is_in_doaj":false,"is_core":true,"listed_in":["cwts-core","norway-1"],"host_organization":"https://openalex.org/P4310319965","host_organization_name":"Springer Nature","host_organization_lineage":["https://openalex.org/P4310319965"],"host_organization_lineage_names":["Springer Nature"],"type":"book series"},"license":null,"license_id":null,"version":"publishedVersion","is_accepted":true,"is_published":true,"raw_source_name":"Contributions to Management Science","raw_type":"book-chapter"}],"best_oa_location":null,"sustainable_development_goals":[],"study_designs":[],"awards":[],"funders":[],"has_content":{"pdf":false,"grobid_xml":false},"content_urls":null,"referenced_works_count":10,"referenced_works":["https://openalex.org/W982461110","https://openalex.org/W1949468241","https://openalex.org/W1970295420","https://openalex.org/W1971639640","https://openalex.org/W1990353145","https://openalex.org/W2000014422","https://openalex.org/W2124060395","https://openalex.org/W2133302594","https://openalex.org/W2312128506","https://openalex.org/W4251472026"],"related_works":["https://openalex.org/W2784715371","https://openalex.org/W2784463443","https://openalex.org/W4389145943","https://openalex.org/W2741782714","https://openalex.org/W7096286951","https://openalex.org/W7217650601","https://openalex.org/W2128591196","https://openalex.org/W101563489","https://openalex.org/W2340092431","https://openalex.org/W2905108198"],"abstract_inverted_index":{"The":[0,37,72],"shift":[1],"from":[2,61,93],"the":[3,16,20,58,66,80,90,100,121,132,152,156,165,171,192,213],"enterprise-centric":[4],"business":[5,10],"model":[6,11,112],"to":[7,26,30,49,63,65,78,88,106,151,163,181,191],"a":[8,13,45,107],"customer-centric":[9],"is":[12,43,77,119,136,149],"challenge":[14],"for":[15,142],"leading":[17],"companies":[18],"in":[19,117],"banking":[21,85,108,143,172],"sector.":[22,173],"Banks":[23,174],"are":[24,129,145,175,207],"trying":[25],"find":[27],"new":[28,183],"ways":[29],"understand,":[31],"reach":[32],"and":[33,52,68,96,125,131,168,177,186,188,219],"satisfy":[34],"their":[35,179],"customers.":[36,54,201],"local":[38],"point":[39],"of":[40,70,74,82,103,113,170,195],"this":[41,75],"trend":[42],"CRM,":[44],"disciplined,":[46],"holistic":[47],"approach":[48],"identifying,":[50],"attracting":[51],"retaining":[53],"CRM":[55,86,109,114,123,133,204],"involves":[56],"reengineering":[57],"organization\u2019s":[59],"environment,":[60],"technology":[62],"processes":[64],"skills":[67],"abilities":[69],"employees.":[71],"aim":[73],"paper":[76],"identify":[79],"goals":[81],"an":[83],"integrated":[84],"system,":[87],"analyze":[89],"information":[91],"needed":[92],"both":[94],"internal":[95],"external":[97],"sources":[98],"as":[99],"necessary":[101],"basis":[102],"data":[104,140],"supply":[105],"system.":[110],"A":[111],"process":[115],"cycle":[116],"banks":[118],"developed,":[120],"appropriate":[122],"modules":[124],"key":[126],"enabling":[127],"technologies":[128],"defined,":[130],"application":[134],"architecture":[135],"determined.":[137],"Additionally":[138],"specific":[139,193],"marts":[141],"applications":[144],"organized.":[146],"Special":[147],"focus":[148],"given":[150],"advances":[153],"made":[154],"on":[155],"methodological":[157],"tools":[158],"that":[159],"can":[160],"be":[161],"used":[162],"improve":[164],"operation,":[166],"effectiveness":[167],"performance":[169],"linking":[176],"coordinating":[178],"efforts":[180],"develop":[182],"products/services":[184],"fast":[185],"inexpensively":[187],"tailor":[189],"them":[190],"needs":[194],"different":[196],"target":[197],"markets":[198],"or":[199],"individual":[200],"By":[202],"using":[203],"systems":[205],"they":[206],"meeting":[208],"customer":[209],"expectations":[210],"while":[211],"at":[212],"same":[214],"time":[215],"achieving":[216],"market":[217],"share":[218],"profitability":[220],"goals.":[221]},"counts_by_year":[],"updated_date":"2026-10-16T09:59:22.235173","created_date":"2016-06-24T00:00:00"}
