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    Customer Relationship Management (CRM) systems, intermediation and disintermediation: The case of INSG

    Bull, C (2010) Customer Relationship Management (CRM) systems, intermediation and disintermediation: The case of INSG. International Journal of Information Management, 30 (1). pp. 94-97. ISSN 0268-4012

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    Abstract

    Whilst our knowledge of Customer Relationship Management (CRM) systems continues to evolve, there is still much to learn. This paper offers some relatively rare insights on the use of CRM systems and the strategic impact on the processes of intermediation and disintermediation in order to improve customer service. This research was conducted from April 2007 to 2008 using an interpretative case study approach. The case involved working with a leading international insurance company (given the pseudonym of INSG) and some of their intermediary customer service agents. The research highlights some design characteristics and philosophical insights regarding CRM system approaches and also offers some useful practical insights on the impact of CRM in changes to the deployment of some intermediaries, leading to a process of disintermediation, in order to improve customer service. In summary, some theoretical and practical implications are highlighted and discussed. © 2009 Elsevier Ltd. All rights reserved.

    Item Type: Article
    Peer-reviewed: No
    Date Deposited: 09 Feb 2010 14:09
    Publisher: Elsevier
    Additional Information: Full-text of this article is not available in this e-prints service. This article was originally published following peer-review in International Journal of Information Management, published by and copyright Pergamon.
    Divisions:
    Subject terms: Science & Technology, Technology, Information Science & Library Science, Customer Relationship Management (CRM), Intermediation, Disintermediation and case study research, 0806 Information Systems, 0807 Library And Information Studies, 0805 Distributed Computing, Information Systems
    URI: https://e-space.mmu.ac.uk/id/eprint/91600
    DOI: https://doi.org/10.1016/j.ijinfomgt.2009.11.004
    ISSN 0268-4012

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