IDEAS home Printed from
   My bibliography  Save this article

Customer Relationship Management (CRM) in financial services


  • Peppard, Joe


Today, many financial services organisations are rushing to become more customer focused. A key component of many initiatives is the implementation of Customer Relationship Management (CRM) software. Our research has highlighted that most institutions take a rather narrow view of CRM and as such, benefits have been limited. While second generation CRM has emerged to embrace the total organisation (hence Enterprise CRM), success in general has still not been widespread. In the paper, a framework is presented which is based on incorporating ebusiness activities, channel management, relationship management and back-office/front-office integration within a customer centric strategy.

Suggested Citation

  • Peppard, Joe, 2000. "Customer Relationship Management (CRM) in financial services," European Management Journal, Elsevier, vol. 18(3), pages 312-327, June.
  • Handle: RePEc:eee:eurman:v:18:y:2000:i:3:p:312-327

    Download full text from publisher

    File URL:
    Download Restriction: Full text for ScienceDirect subscribers only

    As the access to this document is restricted, you may want to search for a different version of it.


    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.

    Cited by:

    1. repec:eee:aumajo:v:20:y:2012:i:2:p:147-157 is not listed on IDEAS
    2. S. M. Kamrul Islam Shaon & Md. Hasebur Rahman, . "A Theoretical Review of CRM Effects on Customer Satisfaction and Loyalty," Central European Business Review, University of Economics, Prague, vol. 0, pages 23-36.
    3. Fakhraddin Maroofi & Adel Darabi & Jila Torabi, 2012. "Effects of e-CRM on Customer–Bank Relationship Quality and Results," International Journal of Academic Research in Accounting, Finance and Management Sciences, Human Resource Management Academic Research Society, International Journal of Academic Research in Accounting, Finance and Management Sciences, vol. 2(3), pages 164-182, July.
    4. repec:taf:oabmxx:v:3:y:2016:i:1:p:1183555 is not listed on IDEAS
    5. D. F. Benoit & D. Van Den Poel, 2012. "Improving Customer Retention In Financial Services Using Kinship Network Information," Working Papers of Faculty of Economics and Business Administration, Ghent University, Belgium 12/786, Ghent University, Faculty of Economics and Business Administration.
    6. Lucas G. Papazissimou & Antonios Georgopoulos, 2007. "Customer-driven philosophy in the banking industry under different ownership status: the case of Greece," The Service Industries Journal, Taylor & Francis Journals, vol. 29(5), pages 607-620, April.
    7. Gunasekaran, A. & Marri, H. B. & McGaughey, R. E. & Nebhwani, M. D., 2002. "E-commerce and its impact on operations management," International Journal of Production Economics, Elsevier, vol. 75(1-2), pages 185-197, January.
    8. repec:rsr:supplm:v:65:y:2017:i:5:p:17-30 is not listed on IDEAS
    9. Serrano-Cinca, Carlos & Gutiérrez-Nieto, Begoña, 2014. "Microfinance, the long tail and mission drift," International Business Review, Elsevier, vol. 23(1), pages 181-194.
    10. repec:mth:ifb888:v:4:y:2017:i:2:p:128-150 is not listed on IDEAS
    11. Yi-Chan Chung, 2015. "Customer Relationship Management Activities and Operational Performance in Taiwan Engineering Consultant Companies," International Journal of Business and Social Research, MIR Center for Socio-Economic Research, vol. 5(10), pages 22-32, Octomber.
    12. Suresh Cuganesan, 2005. "A Case Study on Organisational Performance Measurement Systems for Customer Intimacy," Australian Accounting Review, CPA Australia, vol. 15(35), pages 52-61, March.
    13. Wong, Jehn-Yih & Chung, Pi-Heng, 2007. "Managing valuable Taiwanese airline passengers using knowledge discovery in database techniques," Journal of Air Transport Management, Elsevier, vol. 13(6), pages 362-370.

    More about this item


    Access and download statistics


    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:eurman:v:18:y:2000:i:3:p:312-327. See general information about how to correct material in RePEc.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: (Dana Niculescu). General contact details of provider: .

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    We have no references for this item. You can help adding them by using this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service hosted by the Research Division of the Federal Reserve Bank of St. Louis . RePEc uses bibliographic data supplied by the respective publishers.