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

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  • Bull, Christopher

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.

Suggested Citation

  • Bull, Christopher, 2010. "Customer Relationship Management (CRM) systems, intermediation and disintermediation: The case of INSG," International Journal of Information Management, Elsevier, vol. 30(1), pages 94-97.
    • Handle: RePEc:eee:ininma:v:30:y:2010:i:1:p:94-97
    DOI: 10.1016/j.ijinfomgt.2009.11.004
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    Cited by:

    1. Dong, Shutao, 2012. "Decision execution mechanisms of IT governance: The CRM case," International Journal of Information Management, Elsevier, vol. 32(2), pages 147-157.
    2. Amin, Adnan & Shah, Babar & Khattak, Asad Masood & Lopes Moreira, Fernando Joaquim & Ali, Gohar & Rocha, Alvaro & Anwar, Sajid, 2019. "Cross-company customer churn prediction in telecommunication: A comparison of data transformation methods," International Journal of Information Management, Elsevier, vol. 46(C), pages 304-319.

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