Customer Relationship Management in Banking Sector
Customer Relationship Management in Banking Sector

Author: Nils Merkel

Publisher: GRIN Verlag

Published: 2010-07

Total Pages: 29

ISBN-13: 3640522451

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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.

Customer Relationship Management in the Financial Industry
Customer Relationship Management in the Financial Industry

Author: Federico Rajola

Publisher: Springer Science & Business Media

Published: 2014-07-08

Total Pages: 187

ISBN-13: 3642355544

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An integrated view of IT and business processes through extended IT governance allows financial institutions to innovate operations which improve business and organizational performance. However, financial institutions still face challenges with CRM systems in delivering expected results due to lack of complete business integration. Increased exchange of knowledge between customers and the amount of such data available is steadily becoming a challenge for companies, especially in extending internal systems to global information systems with the purpose to collect and update data on a global scale. In this book, Prof. Rajola analyses different aspects of CRM systems taking both an organizational and a technological perspective. He adopts a theoretical framework to unpack issues associated with the need for companies to integrate operations and business processes. The emphasis is then drawn to development of effective CRM (and CRM 2.0) initiatives by making use of illustrative case studies of successful CRM systems implementation in the financial industry. The framework adopted in this book can be used by both scholars and managers to evaluate the interdependencies between operations, business processes, and CRM systems. .

Customer Relationship Management
Customer Relationship Management

Author: Federico Rajola

Publisher: Springer Science & Business Media

Published: 2013-03-19

Total Pages: 177

ISBN-13: 3540247181

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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.

CRM in Financial Services
CRM in Financial Services

Author: Bryan Foss

Publisher: Kogan Page Publishers

Published: 2002

Total Pages: 724

ISBN-13: 9780749436964

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Packed with international case studies and examples, the book begins with a detailed analysis of the state of CRM and e-business in the financial services globally, and then goes on to provide comprehensive and practical guidance on: making the most of your customer base; systems and data management; risk and compliance; channels and value chain issues; implementation; strategic implications.

Customer Relationship Management in Banking Services
Customer Relationship Management in Banking Services

Author: Dr. Antony Joseph K & Dr. Gabriel Simon Thattil

Publisher: Lulu Publication

Published: 2021-07-01

Total Pages: 299

ISBN-13: 1008962902

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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 Effect of Consumer Relationship Management (CRM) on Employees' Performance in the Banking Sectors, Lagos
The Effect of Consumer Relationship Management (CRM) on Employees' Performance in the Banking Sectors, Lagos

Author: Juliet Iwenya

Publisher: GRIN Verlag

Published: 2023-03-08

Total Pages: 29

ISBN-13: 3346827712

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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
Customer Relationship Management

Author: Francis Buttle

Publisher: Routledge

Published: 2009

Total Pages: 495

ISBN-13: 1856175227

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This title presents an holistic view of CRM, arguing that its essence concerns basic business strategy - developing and maintaining long-term, mutually beneficial relationships with strategically significant customers - rather than the operational tools which achieve these aims.

Customer Relationship Management
Customer Relationship Management

Author: Patrick Anthony

Publisher: LAP Lambert Academic Publishing

Published: 2012-02

Total Pages: 284

ISBN-13: 9783847375616

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The present study aims at studying the relationship between service quality, customer Satisfaction and customer loyalty in the banks, which is the ultimate goal of customer relationship management (CRM). The growth and development of service businesses over the years have resulted in a massive and highly intense competitive 'battle-field' for the service providers. This includes the banking industry. The primary aim of this research is to acquire knowledge on how well service quality is used as an 'instrument' by the banking institutions to stay ahead of competitors based on its customer's satisfaction. The Indian banking industry is going through turbulent times. The freedom of choice, which, bank customers, did not have earlier because of standardized products and regimented interest rates, has now been given to the customers. The Banks in Ethiopia are evolving to higher levels. Thus a comparative study of CRM practices in the select Banks of Ethiopia and India were conducted in the present study.A modest contribution to the ever growing knowledge in the field of CRM is attempted in this work.