Enabling eCCRM: Multi-Channel Model andManagement for Financial eServices

In the paper a formal content model for the financial services industry as an example of one of the mostimportant eServices industries is presented. Generally, a financial services firm can provide its customers with agreat variety and quantity of self-produced and externally bought content. However, the challenge is to offer informationabout the proper subject, at the appropriate sophistication level, the right length, at the right time for thecustomer's specific situation. Meta information about the customer as well as about available content may be usedto match content with customer problems in order to get proper solutions that satisfy or exceed customer needs. Thefocus of the paper lies on both the theoretical identification of relevant attributes to formally describe finance relatedcontent in a multi-channel distribution environment and on an implementation concept. Some implementationissues are also discussed in the context of an ongoing project with Deutsche Bank AG....