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
Premium Customer relationship management Customer service Bank
Customer loyalty and customer satisfaction Customer Loyalty can be difficult to define given the different views that are presented within the literature. Zithaml‚ Berry and Parasuraman (1996) determine that loyalty includes a customer’s intention to stay with an organisation and that loyalty includes four elements: repurchase intentions‚ recommending the service provider to other customers‚ less complaints and tolerance of price increases. Oliver‚ (1999) provides a different definition and
Premium Service Customer service Perception
business model is a business model used in strategic management in which company resources are employed so as to increase the loyalty of customers and other stakeholders in the expectation that corporate objectives will be met or surpassed. A typical example of this type of model is: quality of product or service leads to customer satisfaction‚ which leads to customer loyalty‚ which leads to profitability. Contents [hide] 1 The service quality model 2 Expanded models 3 Data collection 4 See
Premium Marketing
Chapter Crafting the Brand Positioning This chapter illustrates how a firm can choose an effective positioning in the market and differentiate its brand. It describes the various strategies a firm can employ at each stage of a products life cycle and finally shows the implications of Market evolution for marketing Positioning: Positioning is the act of designing the company’s offering and image to occupy strategies. Developing and Communicating a Positioning Strategy Category Membership:
Premium Marketing
Chapter 04 Cultural Dynamics in Assessing Global Markets True / False Questions 1. (p. 93) There is a moderate level American-style risk-taking among Japanese investors. FALSE Difficulty: Easy Type: Knowledge 2. (p. 93) The liberalization of Japan’s capital markets in recent years now gives Japanese more freedom of choice in their investments. However‚ only twelve percent of household financial assets are directly invested in stocks and a mere two percent in mutual funds
Free Culture Sociology
Success in Luxury Watch Positioning of Breitling Watches Breitling is a Swiss family business set up in 1884. This company has been providing high-technical watches for professionals in fields where need precise chronographs‚ especially aviation. Throughout more than 100 years，this company remains its competitive priority in Swiss watch brands. This contributes to its independent development in manufacture‚ as well as the characters of its instruments‚ say sturdiness‚ precision‚ and distinguished
Premium Watch Marketing Luxury vehicle
Product and Positioning The Nook E-Reader by Barnes and Noble is a 12.1 ounce portable e-reader with a 6 inch ink screen 3G wireless connection with the ability to hold over 1‚500 books on its memory card. The nook’s features also include computerized versions of popular games and allow the user to download magazines and newspapers to the device (Bubar). This device satisfies the esteem needs of achievement and status since owning a piece of new technology delivers the message of a higher status
Premium Marketing
EMEA Banking Practice Banking on customer centricity Transforming banks into customer-centric organizations 3 Banking on customer centricity Transforming banks into customer-centric organizations Around the world‚ ever more banking customers are feeling discomfort. They despair at terms of contract they cannot understand‚ are shocked by hidden costs‚ and bristle at sluggish complaints handling. Demonstrations on Wall Street and elsewhere around the world accusing the industry
Premium Bank Customer Customer service
being financially strong company. Moreover‚ the distribution channels are also as tough compare to its direct competitors‚ BMW. Mercedes Benz has factory in 37 countries. Therefore‚ ease to reach of customers is beneficial to the company. In addition‚ Mercedes Benz has built a fine position in customers’ mind. The company has cautiously shown an image of advanced engineering‚ quality‚ product and service. The rich and famous are often choose Mercedes Benz as their choice of vehicle. Lastly‚ it is the
Premium Mercedes-Benz
1. Relevant literature The literature pertaining to relationships among customer satisfaction‚ customer loyalty‚ and profitability can be divided into two groups. The first‚ service management literature‚ proposes that customer satisfaction influences customer loyalty‚ which in turn affects profitability. Proponents of this theory include researchers such as Anderson and Fornell (1994); Gummesson (1993); Heskett et al.(1990); Heskett et al. (1994); Reicheld and Sasser (1990); Rust‚ et al. (1995);
Premium Behavior Marketing Interpersonal relationship