Enabling eCCRM: Content Model andManagement for Financial eServices

In the paper a formal content model for the financialservices industry as an example of one of the most importanteServices industries is presented. Generally, afinancial services firm can provide its customers with agreat variety and quantity of self-produced and externallybought content. However, the challenge is to offer informationabout the proper subject, at the appropriate sophisticationlevel, the right length, at the right time for thecustomer’s specific situation. Meta information about thecustomer as well as about available content may be usedto match content with customer problems in order to getproper solutions that satisfy or exceed customer needs.The focus of the paper lies on both the theoretical identificationof relevant attributes to formally describe financerelated content and on an implementation concept. Someimplementation issues are also discussed in the context ofan ongoing project with Deutsche Bank....