| Summary: | 碩士 === 中原大學 === 資訊管理研究所 === 95 === In Taiwan, many financial services organizations are rushing to become more customer focused. A key component of many initiatives is the implementation of Customer Relationship Management (CRM) system. My research has highlighted that most institutions take a rather narrow view of CRM and as such, project risk management when the system been built.
people are more likely to visit an automated teller machine (ATM), a kiosk, or a website, where they can also check their stock portfolio or compare insurance rates online.
Faced with an increasing array of financial products and services, customers are expecting more from providers in terms of customized offerings, value, ease of access and personalized service.
Moreover, I analyze three CRM case studies in banking industry, insurance industry in financial services companies and derive different types of CRM approaches in the financial services industry: Project risk management of Customer Relationship Management System.
We describe each type in accordance with the CRM build stage and a case study . It also describes how to identify risk factors, and plan for and conduct risk management
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