Proposing a conceptual framework for customer identity and access management : A qualitative approach

Purpose Customer identity and access management (CIAM) is a sub-genre of traditional identity and access management (IAM) that has emerged in the past few years to meet evolving business requirements. CIAM focuses on the connectivity with the customer when accessing any type of systems, on-premises and in the cloud, from registration to track. The purpose of this study is to introduce different dimensions of CIAM toward exploiting them in organizations. Design/methodology/approach Based on a thorough review of the relevant literature and semi-structured interview with six experts in the field of digital IAM the necessary data were gathered. Then through the use of content analysis technique, analytic codes and also categories and sub-categories of the data were generated. Findings Results indicate that four categories, namely, customer identity management, customer access management and information technology and business management are the most important factors affecting the identification of CIAM dimensions. Originality/value Organizations could avail of the proposed conceptual model toward identification and offering customized products and services solutions to their customers.