THESIS Customer Relationship Management Jens Berfenfeldt Luleå University of Technology MSc Programmes in Engineering Industrial Business Administration Department of Business Administration and Social Sciences Division of Industrial marketing and e-commerce 2010:111 CIV - ISSN: 1402-1617 - ISRN: LTU-EX--10/111--SE "If growth is what you ’re after‚ you won ’t learn much from complex measurements of customer satisfaction or retention. You simply need to know what your customers tell
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CRM & the Banking Industry http://www.ehow.com/how_6808577_implement-crm-banks.html Carl Wolf Currently residing in Coral Gables‚ Florida‚ Carl Wolf has been a banker and financial services professional for the past 41 years. He began to publish online articles about his profession in 2009. Wolf holds an associate degree from Los Angeles City College and a certificate in international banking. CRM & the Banking Industry Customer Relationship Management (CRM) helps banks to
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targeted customers at a profit grounded on high-quality customer-related data and enabled by information technology (book) Types of CRM Strategic CRM: customer-centric business strategy Dedicated to winning and keeping customers by creating and developing better value than competitors.Product oriented: customer choose products with best quality‚ performance‚ design etcProduction oriented: low price products Sales oriented: customers are persuaded by advertisement and sales promotions Customer – market
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has their own dedicated target market. Few of them only work in rural sector while others in both rural as well as urban. Many even are only catering in cities. Some are of Indian origin and some are foreign players. India’s economy has been one of the stars of global economics in recent years. It has grown by more than 9% for three years running. The economy of India is as diverse as it is large‚ with a number of major sectors including manufacturing industries‚ agriculture‚ textiles and handicrafts
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GENERAL INTRODUCTION ABOUT THE SECTOR The Indian economy is emerging as one of the strongest economy of the world with the GDP growth of more than 8% every year. This has given a great support for the development of banking industry in the country. Due to globalization‚ competition among the banks has drastically been increased. As India has a substantial upper and middle class income hence the banks have immense opportunities to increase their market shares. The consumer being on the receiving
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Country: Thailand Country Overview Overview of the Thai Banking Industry To begin with‚ the overall structure of the Thai financial sector is mainly consisted of the Bank of Thailand (BOT)‚ governed by the Ministry of Finance‚ whose duties are to maintain financial stability of the economic system and to supervise financial institutions – commercial banks‚ finance companies‚ credit foncier companies‚ and non-bank such as credit card and other non-collateralized loan activities. Other key
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INNOVATIONS IN BANKING SECTOR INTRODUCTION The term innovation means”to make something new”. Banks no longer restricted themselves to traditional banking activities but explored newer avenues to increase business and capture new market. INDIAN BANKING SECTOR From 1806 qualitative & quantitative changes have been taken place. With 1935 regulation RBI was proclaimed as central bank of India. In 1990’s greater emphasis was placed on technology & innovation. New concepts like personal banking‚ retail
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economic development. So has its banking sector. During this period‚ recognizing the evolving needs of the sector‚ the Finance Ministry of Government of India (GOI) set up various committees with the task of analyzing India’s banking sector and recommending legislation and regulations to make it more effective‚ competitive and efficient.[1] Two such expert Committees were set up under the chairmanship of M. Narasimham. They submitted their recommendations in the 1990s in reports widely known as the Narasimham
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CUSTOMER RELATIONSHIP MANAGEMENT IN MARKETING FINANCIAL SERVICES (A CASE STUDY OF UNIBANK GHANA LIMITED) ABSTRACT Customer relationship management is a customer focused business strategy that dynamically integrates sales‚ marketing and customer services‚ in order to create and add value for the company and its customer. Consequently‚ the research project addresses problems of customer relationship management in the banking industry. Some of the problems are in the past few
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The Impact of Customer Relationship Management Implementation on the UK Commercial Banking Industry 1. Introduction: The impact of customer relationship management (CRM) implementation on firm performance is an issue of considerable debate. This study proposes to examine the impact of the implementation of CRM on two functions of firm performance – cost efficiency and the ability of firms to generate profit – profit efficiency – using a large sample of UK commercial banks. The cost and profit
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