Review Of Customer Relationship Management In Banking Sector
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Review Of Customer Relationship Management In Banking Sector
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Author : Ahok Trimbak
language : en
Publisher:
Release Date : 2022-12-28
Review Of Customer Relationship Management In Banking Sector written by Ahok Trimbak and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2022-12-28 with categories.
The present research work is a study on the Review of Customer Relationship Management. The study is primarily to understand the contribution of CRM in the banking sector and how customers satisfy with the banking services. The study also enabled to assessment the awareness of CRM in the banking sector and tries a explain a customer service model for banks.
Loyalty And Customer Relationship Management In Banking Sector Case Study Of Hsbc
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Author : Farrukh Khan
language : en
Publisher: Lulu.com
Release Date :
Loyalty And Customer Relationship Management In Banking Sector Case Study Of Hsbc written by Farrukh Khan and has been published by Lulu.com this book supported file pdf, txt, epub, kindle and other format this book has been release on with categories.
Customer Relationship Management In Banking Sector
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Author : Nils Merkel
language : en
Publisher: GRIN Verlag
Release Date : 2010-07
Customer Relationship Management In Banking Sector written by Nils Merkel and has been published by GRIN Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 2010-07 with Business & Economics categories.
Seminar paper from the year 2005 in the subject Business economics - Customer Relationship Management, CRM, grade: 1,3, Dongbei University of Finance and Economics (Dalian/China), course: Sales Management, 2 + 8 online entries in the bibliography, language: English, abstract: According to the changing of the general conditions the German banks are forced to break new ground in order to assert their position: The market became much more lucent for customer because of new media. The consequences are an increasing pressure of competition and demanding cus-tomer. Therefore a binding and long-term customer relationship seems to be neces-sary for many banks to react to the changed conditions and to guarantee the continu-ity. A majority of German credit institutions tried to implement concepts of Customer Relationship Management (CRM). In some cases the afford - to turn the customer re-lationship into the road to success - were unsatisfying and unsuccessful. In this paper I want to show, how CRM works, how CRM can be implemented in banks and what problems can result from the implementation. In the first chapter I describe the current situation of German banks. After a brief overview about CRM in general we analyze the previous attempts of CRM implemen-tation. Two examples - Dresdner Bank and Deutsche Leasing, a member of the "Sparkassen - Finanzgruppe" - follow. At the end I identify the problems of the im-plementation of CRM at the banks.
Social Customer Relationship Management In The Swiss Banking Sector
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Author : Pinar Sitil
language : en
Publisher:
Release Date : 2015
Social Customer Relationship Management In The Swiss Banking Sector written by Pinar Sitil and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015 with categories.
Customer Relationship Management
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Author : Federico Rajola
language : en
Publisher: Springer Science & Business Media
Release Date : 2003-03-19
Customer Relationship Management written by Federico Rajola and has been published by Springer Science & Business Media this book supported file pdf, txt, epub, kindle and other format this book has been release on 2003-03-19 with Business & Economics categories.
Companies and financial institutions are employing operational information systems in an efficient way. While they have consolidated a strong level of knowledge in management information systems, there is still a lack of knowledge on the right way to apply customer relationship management (CRM) systems under a business perspective. Most of the companies are still having problems in evaluating how CRM can meet with the expected results. The level of complexity is perceived both under a technological and organizational point of view. A complete innovation process and heavy change management initiatives should be ensured in order to have effective and successful systems. This book offers a solid theoretical and practical perspective on how to face CRM projects, describing the most appropriate technologies and organizational issues that have to be considered. Some explaining cases have been included as well.
Customer Relationship Management In Banking Services
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Author : Dr. Antony Joseph K & Dr. Gabriel Simon Thattil
language : en
Publisher: Lulu Publication
Release Date : 2021-07-01
Customer Relationship Management In Banking Services written by Dr. Antony Joseph K & Dr. Gabriel Simon Thattil and has been published by Lulu Publication this book supported file pdf, txt, epub, kindle and other format this book has been release on 2021-07-01 with Art categories.
Achieving and sustaining growth in banking business is a herculean task, but it can be successfully done, if the focus is on customers. With hot winds of competition blowing across the banking industry in India, developing an emotionally close, symbiotic relationship with customers has become highly important than ever before. Any bank that wishes to grow in the size of its business or improve its profitability must consider the challenges surrounding its customer relationships (Watson, 2004)2. Banks now have realized that, of all the problems the business can have, the loss of established customers is one of the most serious. Hence, banks have come out with innovative measures to satisfy their present customers, acquire new ones, and at the same time adopt procedures to win back the lost customers. Customers’ expectations regarding quality, service and value are ever escalating, and hence, a banker can build good relationship with its customers only if it is able to understand their needs and desires. Customer relationship management philosophy, if properly implemented, will enable the banker to develop long-lasting relationship by developing trust and emotional bonding through personalized communication, sharing of values and goals and personalized communication.
The Impact Of Customer Relationship Management Related Critical Success Factors On Customer Satisfaction
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Author : Muhammad Tahir Jan
language : en
Publisher:
Release Date : 2012
The Impact Of Customer Relationship Management Related Critical Success Factors On Customer Satisfaction written by Muhammad Tahir Jan and has been published by this book supported file pdf, txt, epub, kindle and other format this book has been release on 2012 with categories.
The radical development in the banking sector of Malaysia has created a stiff competition among various banks. These banks need to satisfy the customers to the best for their sustainability. For this purpose, a strong relationship with customers is required. However, for strong relationship organizations are required to identify those factors which can be crowned responsible for it. This issue have raised a critical research agenda that requires attention to identify and test those factors which are crucial for the success of customer relationship. The present study, therefore, has set its objective in identifying and testing these critical factors for successful implementation of customer relationship management (CRM) in banking industry and investigating their impact on customer satisfaction. To accomplish this goal, the present research has explained related concepts and reviewed literature extensively on the topic. A research framework was developed based on a strong theoretical background. Accordingly, the empirical study was conducted in Klang valley in Malaysia, which is considered the hub of all banking activities. The target population of this study was employees of different banks. Further, data was also collected from selected customers for the purpose of measurement invariance only. Through selfadministered questionnaire 349 usable responses were acquired from employees and 161 usable responses from customers. Analysis of data was conducted using descriptive, exploratory and confirmatory factor analysis. After the satisfactory results of confirmatory factor analysis for all constructs, measurement invariance tests were conducted for customer satisfaction. Subsequently, structural equation modelling (SEM) was then employed to test the hypothesised relationships among the constructs, as postulated in the model. A total of twelve hypotheses were designed based on the review of the literature, out of which, nine were supported. The findings of this research revealed that technology related critical success factors (CSFs) significantly impact business process CSFs, privacy, trust, and customer satisfaction. It was also exposed that human related CSFs have a positive effect on business process CSFs. Further, it was revealed that privacy partially mediates the relationship between technology CSFs and trust. Similarly, the relationship between technology CSFs and customer satisfaction was also partially mediated by trust. Interestingly the findings also revealed that privacy has a direct positive effect on trust, whereas, trust has a direct positive effect on customer satisfaction. The findings of this research are valuable asset for the banking industry in Malaysia, especially those who are struggling to implement CRM successfully and also wish to enhance customer satisfaction. Academicians, practitioners, researchers, and policy-makers can also benefit from this research and its findings.
The Effect Of Consumer Relationship Management Crm On Employees Performance In The Banking Sectors Lagos
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Author : Juliet Iwenya
language : en
Publisher: GRIN Verlag
Release Date : 2023-03-08
The Effect Of Consumer Relationship Management Crm On Employees Performance In The Banking Sectors Lagos written by Juliet Iwenya and has been published by GRIN Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 2023-03-08 with Business & Economics categories.
Research Paper (postgraduate) from the year 2021 in the subject Business economics - Customer Relationship Management, CRM, , language: English, abstract: This paper examines the effect of consumer relationship management (crm) on employee’s performance in the banking sectors, Lagos. The research addresses the major problem associated with the adoption of customer relationship management by Nigerian banks which eventually exposes banks and customers to intense competition. The study was carried out in Ojo Local Government Area of Lagos State, Nigeria and it was targeted a population of 150 employees and customers of selected banks. Survey research method was used and data from the study were drawn from both primary and secondary sources. A sample size comprising 50 employees and customers were selected using stratified sampling technique and random sampling techniques. Quantitative data from the study was analyzed through descriptive statistics.
Customer Relationship Management Strategies
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Author : Amit Chakrapani
language : en
Publisher: LAP Lambert Academic Publishing
Release Date : 2015-03-31
Customer Relationship Management Strategies written by Amit Chakrapani and has been published by LAP Lambert Academic Publishing this book supported file pdf, txt, epub, kindle and other format this book has been release on 2015-03-31 with categories.
The economic reforms in India have given a challenging and growing platform to the Indian Banking Industry which has recorded a phenomenal growth in the past two decades. Consequently, the banks have altered and converted themselves into competing and profit - oriented business organizations. In the backdrop of this scenario, the study reviewed implementation of CRM and its impact on service quality and customer retention. An effective CRM programme or strategy to be successful shall be designed and implemented as per the customer's expectations. It is essential in an array to retain existing customers, acquire new customers the concept of CRM is developed and implemented on the basis of needs and want of the customers in the Banking Industry specifically. The present book focus on various determinants of CRM and presents an assessment of the CRM strategies implemented by the Indian banks and their impact on customers. Further, it examines the drawbacks and suggest meaningful recommendations in order to improvement of the marketing productivity and enhance mutual value for the parties involved in the relationship.
Customer Relationship Management
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Author : Francis Buttle
language : en
Publisher: Routledge
Release Date : 2004-02-18
Customer Relationship Management written by Francis Buttle and has been published by Routledge this book supported file pdf, txt, epub, kindle and other format this book has been release on 2004-02-18 with Business & Economics categories.
Customer Relationship Management: Concepts and Tools is a breakthrough book that makes transparent the complexities of customer relationship management. The book views customer relationship management as the core business strategy that integrates internal processes and functions, and external networks, to create and deliver value to targeted customers at a profit. Customer relationship management is grounded on high quality customer data and enabled by information technology. The book is a comprehensive and fully developed textbook on customer relationship management . Although, it shows the roles of customer data and information technology in enabling customer relationship management implementation, it does not accept that customer relationship management is just about IT. Rather it is about an IT- and data-enabled approach to customer acquisition, customer retention and customer development. Because customer relationship management is a core business strategy the book demonstrates how it has influence across the entire business, in areas such as strategic, marketing, operations, human resource, and IT management. Customer relationship management 's influence also extends beyond the company to touch on partner and supplier relationships. An Instructor's PowerPoint pack is available to lecturers who adopt the book. Accredited lecturers can download this by going to http://books.elsevier.com/manuals'isbn=075065502X to request access.