Results found: 2

Search results

Search:
in the keywords: omni-channel

Sort By:

Limit search:

CHALLENGES FOR SERVICE PROVIDERS UNDER THE TRANSFORMATION MULTI-CHANNELING INTO OMNICHANNELING

100%

Lipowski M., Bondos I.

Information Systems in Management

2016

vol. 5

issue 4

520-529

In terms of changing service delivery in multi-channel systems and the development of new communication/sales channels the key element of customer service becomes the ability to manage and seek synergies in using multiple service points. The aim of the article is to present the challenges must confront service providers in terms of significant changes in the distribution of services. The highest currently identified symptom of these changes is the omnichanneling strategy. The authors pointed out two major interrelated factors shaping challenges for service providers - big data and proliferation channels. The main part of the article is a list of actual challenges for service providers under transformation services distribution strategy towards omnichanneling.

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

58%

Kotarba M.

Foundations of Management

2016

vol. 8

issue 1

69-78

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.

Refine search results

1 Foundations of Management

1 Information Systems in Management

1 Bondos I.

1 Kotarba M.

1 Lipowski M.

2 2016

Search results

CHALLENGES FOR SERVICE PROVIDERS UNDER THE TRANSFORMATION MULTI-CHANNELING INTO OMNICHANNELING

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