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
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