Enabling eCCRM: content model and management for financial eServices

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