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New factors inducing changes in the retail banking customer relationship management (CRM) and their exploration by the FinTech industry

100%
Kotarba M.
Foundations of Management
|
2016
|
vol. 8
|
issue 1
69-78
EN
Growing levels of regulation force financial institutions to change their business models toward lower risk levels, higher capital adequacy, service quality, and more stable revenue pools. In parallel with the regulatory changes, the banks are subject to pressure from accelerated technology development and social changes. These two factors influence the behavior of customers and induce changes in the customer relationship management (CRM). Taking the example of retail banking, the factors and their impacts are explained. Additionally, a view on the FinTech industry is presented, highlighting areas where traditional financial institutions are losing market share to technology-savvy and socially oriented new ventures with exceptional CRM capabilities. The conclusion contains proposed strategic actions that need to be undertaken in order to prepare the financial services industry for managing customer relationships in the increasingly technosocial environment.
2

Process Approach to Knowledge Management

100%
Kotarba M.
Foundations of Management
|
2011
|
vol. 3
|
issue 1
67-80
EN
The article points out the limited availability of practical implementation guidelines, methods and tools as one of the core issues in the widespread usage of knowledge management (KM) in organizations. The process approach is proposed as an efficient way to understand the scope of knowledge management and to plan its development or improvement, in line with organizational strategy. The role of information technology (IT) in supporting knowledge management is emphasized and key functional groups of IT systems are listed. A sample section of the detailed process model is presented for the KM resource identification master process, with a BPMN graphical visualization. Both the process model and the detailed specification of IT systems supporting knowledge management are considered by the author as complex structures that require to be hosted in a dedicated support environment. Key assumptions of a tool, named KMBoost, are outlined to show how a simple, but interactive toolset can foster the understanding and usage of the KM process model. In the concluding remarks a high level SWOT analysis of the KM process model and the KMBoost tool is conducted.
3
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Strategies for Developing On-Line Business Models in Retail Banking

100%
Kotarba M.
Studia i Materiały
|
2018
|
issue 1(27) cz. 2
90-104
PL
Celem artykułu jest przedstawienie obecnego stanu rozwoju usług on-line w bankowości detalicznej oraz dyskusja ich dalszego rozwoju. Artykuł obejmuje ogólną analizę morfologii funkcjonalnej bankowości on-line w kontekście historycznego rozwoju kanałów w bankowości. Strategie podzielone są na wzrost organiczny, partnerstwo/pośrednictwo oraz przyśpieszony wzrost. W zakończeniu jest wskazana wiodąca rola banków w digitalizacji systemu ekonomicznego oraz wsparcia usług e-administracji (e-government). Podkreślono również potencjał do dalszego rozwoju bankowości on-line w kierunku uniwersalnych platform usługowych, które zapewniają bezpieczne środowisko do realizowania audytowalnych transakcji biznesowych pomiędzy znanymi stronami.
EN
The purpose of the article is to present the current state of development of on-line services in retail banking and to discuss their future development. It covers a high level analysis of functional morphology of on-line banking in view of historical banking channel development. The final study provides a view on key strategies that can be used in the future to foster further development of on-line business models. The strategies are divided into organic growth, partnerships/intermediation and accelerated growth. Concluding remarks point out the leading role of banks in the digitalization of economic systems and support for e-government. They also emphasize the potential for further development of on-line banking towards universal service platforms which provide a secure environment for execution of auditable business transactions between known parties.
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