Who owns the customer? Who owns the data?

Keith MacDonald () and Mark Dynes Mark Dynes ()
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Keith MacDonald: Capco, Postal: London, http://www.capco.com/
Mark Dynes Mark Dynes: Capco, Postal: London, http://www.capco.com/

Journal of Financial Transformation, 2004, vol. 11, 96-99

Abstract: Much has been written about Customer Relationship Management (CRM) and its myriad of hybrids. Indeed, many organizations are already encountering CRM fatigue as they struggle to successfully use customer data to deepen relationships and increase share of wallet. However, the reality is that from a financial services perspective CRM has often been associated with a misplaced arrogance about the importance and quality of the customer relationship, overlooking the fact that people do not want to buy financial services products, they are just a means to a more compelling end (a house not a mortgage, a car not a loan, a happy retirement not a pension).

Keywords: Customer Relationship Management; customer data; financial institutions (search for similar items in EconPapers)
JEL-codes: G21 M31 (search for similar items in EconPapers)
Date: 2004
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Persistent link: https://EconPapers.repec.org/RePEc:ris:jofitr:1368

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