The state of CRM adoption by the financial services in the UK: an empirical investigation

@article{Karakostas2005TheSO,
  title={The state of CRM adoption by the financial services in the UK: an empirical investigation},
  author={Bill Karakostas and Dimitris Kardaras and Eleutherios Papathanassiou},
  journal={Information & Management},
  year={2005},
  volume={42},
  pages={853-863}
}
In recent years, organisations have begun to realise the importance of knowing their customers better. Customer relationship management (CRM) is an approach to managing customer related knowledge of increasing strategic significance. The successful adoption of IT-enabled CRM redefines the traditional models of interaction between businesses and their customers, both nationally and globally. It is regarded as a source for competitive advantage because it enables organisations to explore and use… CONTINUE READING

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