An article coauthored by Paul Laughlin & Professor Merlin Stone has been published in the Journal of Research in Interactive Marketing.

Building on the success of their co-authored chapter in “The Dark Side of CRM“, this complements that content. It also provides references for a more academic audience.

Entitled “How interactive marketing is changing Financial services“, this article explores a number of interrelated themes:

  • Impact of Internet & ITC innovations on how Financial Services are distributed
  • How customers are managed, including identifying ‘good’ & ‘bad’ customers
  • How customers can be ‘bad’ but escape the consequences
  • How changes in information asymmetry between suppliers & customers are changing CRM

You can subscribe to the full publication at Emerald Insight site.

Otherwise, a full copy of this article is available for free on request.

%d bloggers like this:

This site requires cookies to add navigation, please click accept if you agree to the use of cookies more information

The cookie settings on this website are set to "allow cookies" to give you the best browsing experience possible. If you continue to use this website without changing your cookie settings or you click "Accept" below then you are consenting to this.

Close