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The advent of the internet is revolutionizing the financial services industry. In the future, electronic banking (EB) will become a strategic factor, evolving from mere transaction banking to the provision of individual, highly customized solutions. For this new way of EB it is essential to have a profound knowledge about the customer. In this paper, we… (More)
Rahmen eines Customer Relationship Management für die Individualisierung eingesetzt werden können.
For several years, the financial services industry has discovered the opportunities of different channels like the Internet, call-centers, WAP etc. Many banks built up separate direct banks focusing exclusively on the Internet and/or call-centers. Only recently, some banks started to reintegrate the direct banks with their traditional brick-and-mortar banks… (More)