Packed with international case studies and examples, the book begins with a detailed analysis of the state of CRM and e-business in the financial services globa

An integrated view of IT and business processes through extended IT governance allows financial institutions to innovate operations which improve business and o

Companies and financial institutions are employing operational information systems in an efficient way. While they have consolidated a strong level of knowledge

Endorsed by the Chartered Banker Institute as core reading for the Personal & Private Banking and Commercial Lending modules, Relationship Management in Banking

CRM first entered the business vocabulary in the early 90’s; initially as a systems driven technical solution. It has since escalated in importance as system