ÂÜÀòÉç¹ÙÍø

: : : Posting : : cfp

Related ARContent:

---

Date: Fri, 17 Mar 2006 09:33:46 -0500
From: "Sarel, Dan" <dsarel@exchange.sba.miami.edu>
 
CALL FOR PAPERS

‘Customer Relationship Management in Banking: Reassessing Theory & Practice’

A Special Issue of the
Journal of Financial Services Marketing

A shift from a transaction orientation to building long-term relationships with profitable customers has long been advocated for the marketing of financial services. Over the past decade an increasing number of financial institutions have begun implementing various CRM programs. Significant investments in IT, database marketing and in-branch training have been made to capitalise on this opportunity. Anecdotal evidence seems to suggest that the results so far have been quite mixed. The purpose of this special issue is to review the state of the art, assess the results to date and make suggestions for future improvements. Both theoretical and applied articles are sought for this special issue.

Papers submitted for consideration to this special issue could include, but are not limited to, the following key areas:

• Measuring customer life time value (can future profitability be accurately estimated? how can measurement be improved?)
• Identifying potentially profitable customers (individuals & segments)
• Customer profitability metrics
• The role of technology in implementing effective CRM
• Treating customers differently: opportunities & challenges
• Understanding and managing customer life cycles
• CRM communication strategies (how, when, what)
• Human Resources & CRM (hiring the right employees, training, incentives, etc)
• Building a customer relationship orientation in the branch
• Measuring the effects of customized programs to attract, retain and profit from select customers
• Motivating employees to take relationship building actions
• Monitoring the effectiveness of CRM programs
• Tools & methodologies to measure costs and returns (at the customer and segment level)
• Moving from managing products (CDs, life insurance, etc) to managing customers
• Managing individual customers vs. managing segments
• Cross-channel integration to manage the complete customer experience
• Managing and leveraging customer relationships across channels
• Capturing relevant customer data: systems, people, actions
• Building meaningful relations to drive loyalty and enhance profitability
• Service recovery & CRM
• Case histories (success and failure)
• The challenges of operating both transactional and relationship marketing

 Submission Details
Submissions from academics, practitioners and other interested parties are warmly invited for this special issue. Contributors should send their papers to the Guest Editors Dr Dan Sarel and Dr Howard Marmorstein preferably by email to the following address: sarel@miami.edu

Postal submissions can be made to the following address: Dr Dan Sarel/Dr Howard Marmorstein, Guest Editors, Journal of Financial Services Marketing, University of Miami, Department of Marketing, School of Business and Administration, P.O. Box 248147, Coral Gables, FL 33124-6554. U.S.A.

The deadline for submissions is 29th September 2006

Ideas for papers can be discussed informally with the Guest Editors prior to submission. All submitted papers will be subject to a double-blind peer review. Further details about the Journal and notes for contributors can be found at the publisher’s website: