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Quality Customer Information Management In The Financial Services Industry
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Book Synopsis CRM in Financial Services by : Bryan Foss
Download or read book CRM in Financial Services written by Bryan Foss and published by Kogan Page Publishers. This book was released on 2002 with total page 724 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Book Synopsis Quality Customer Information Management in the Financial Services Industry by : George Francois Malan
Download or read book Quality Customer Information Management in the Financial Services Industry written by George Francois Malan and published by . This book was released on 2004 with total page 98 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Loyalty and Customer Relationship Management in Banking Sector: Case Study of HSBC by : Farrukh Khan
Download or read book Loyalty and Customer Relationship Management in Banking Sector: Case Study of HSBC written by Farrukh Khan and published by Lulu.com. This book was released on with total page 152 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Customer Relationship Management in the Financial Industry by : Federico Rajola
Download or read book Customer Relationship Management in the Financial Industry written by Federico Rajola and published by Springer Science & Business Media. This book was released on 2014-07-08 with total page 187 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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. .
Book Synopsis Customer Relationship Management in Financial Services by : Mohammed Masum Iqbal
Download or read book Customer Relationship Management in Financial Services written by Mohammed Masum Iqbal and published by . This book was released on 2020 with total page 45 pages. Available in PDF, EPUB and Kindle. Book excerpt: The financial service industry is facing immense competition across the world and, in Bangladesh, the scenario is not different. The banks in Bangladesh are operating their business in a highly competitive business environment. The main objectives of the study are to explore antecedents of Customer Loyalty and to develop a model of Customer Relationship Management for financial services industry especially for Private Commercial Banks (PCBs) in Bangladesh. To achieve the objectives, this study has looked into the available literature and conducted an empirical study on the causal relationships among different factors such as services quality, customer trust, customer perceived value, customer satisfaction, customer switching barrier, customer culture, and customer loyalty which are directly and indirectly related to CRM. A model has been developed based on comprehensive literature review, focus group discussion, and an extensive survey of the customers of some selected PCBs. The survey has been administered on 450 respondents with a structured questionnaire and the response rate has been 89.44%.In EFA, the study has explored seven factors which are related to CRM namely services quality, customer trust, customer perceived value, customer satisfaction, customer switching barrier, customer culture, and customer loyalty. Confirmatory Factor Analysis (CFA) has been performed to ensure the validity of the constructs. Except for one factor namely Customer Culture, all other factors have ensured the convergent and discriminant validity. The study has revealed that Customer Satisfaction is the most important determinant of Customer Loyalty whereas Services Quality, Customer Trust, and Customer Perceived Value act as significant antecedents of Customer Satisfaction. This study makes a significant contribution to the existing literature by showing the influences of different factors on Customer Loyalty and by developing a model of CRM in the financial service industry of Bangladesh.
Book Synopsis Electronic Customer Relationship Management by : Jerry Fjermestad
Download or read book Electronic Customer Relationship Management written by Jerry Fjermestad and published by M.E. Sharpe. This book was released on with total page 236 pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Managing Information Assurance in Financial Services by : Rao, H.R.
Download or read book Managing Information Assurance in Financial Services written by Rao, H.R. and published by IGI Global. This book was released on 2007-06-30 with total page 346 pages. Available in PDF, EPUB and Kindle. Book excerpt: "This book provides high-quality research papers and industrial practice articles about information security in the financial service industry. It provides insight into current information security measures, including: technology, processes, and compliance from some of the leading researchers and practitioners in the field"--Provided by publisher.
Book Synopsis A Primer in Financial Data Management by : Martijn Groot
Download or read book A Primer in Financial Data Management written by Martijn Groot and published by Academic Press. This book was released on 2017-05-10 with total page 302 pages. Available in PDF, EPUB and Kindle. Book excerpt: A Primer in Financial Data Management describes concepts and methods, considering financial data management, not as a technological challenge, but as a key asset that underpins effective business management. This broad survey of data management in financial services discusses the data and process needs from the business user, client and regulatory perspectives. Its non-technical descriptions and insights can be used by readers with diverse interests across the financial services industry. The need has never been greater for skills, systems, and methodologies to manage information in financial markets. The volume of data, the diversity of sources, and the power of the tools to process it massively increased. Demands from business, customers, and regulators on transparency, safety, and above all, timely availability of high quality information for decision-making and reporting have grown in tandem, making this book a must read for those working in, or interested in, financial management. Focuses on ways information management can fuel financial institutions’ processes, including regulatory reporting, trade lifecycle management, and customer interaction Covers recent regulatory and technological developments and their implications for optimal financial information management Views data management from a supply chain perspective and discusses challenges and opportunities, including big data technologies and regulatory scrutiny
Book Synopsis Service Quality in the Nigerian Banking Industry by : Bukola Oyedokun
Download or read book Service Quality in the Nigerian Banking Industry written by Bukola Oyedokun and published by GRIN Verlag. This book was released on 2020-12-23 with total page 25 pages. Available in PDF, EPUB and Kindle. Book excerpt: Research Paper (postgraduate) from the year 2014 in the subject Business economics - Banking, Stock Exchanges, Insurance, Accounting, grade: 65.00, University of Salford, course: Financial Services Management, language: English, abstract: This research was undertaken to examine the overall customer satisfaction with service quality delivered by Nigerian Banks through the use of ATM and to also ascertain whether some service quality factors exert a strong influence on the level of customer satisfaction; The concept of service quality has become eminent in every business discourse; a high service quality serves as an incentive for customers to come back due to satisfaction. To consistently maintain a high level of customer service, service firms must recognize that every aspect of their business has an impact on the customer. In this study, two types of data were collected; Primary Data and Secondary Data. This was necessary since it helped to add to the findings of the researcher. A simple random sampling and purposive sampling method were used. This ensured that every member of the population had an equal chance of being part of the sample. The sample size chosen was 200 bank customers. It was revealed in the survey that customers think that the banks need to improve on their quality of ATM services and a high number of the customers are willing to switch banks for the sole reason of an ATM that offers the highest service quality. The study also revealed some of the problems associated with the services provided by the ATM that the customers dislike and want to be adjusted, they are ATM cash out, the limit placed on daily withdrawal, Transaction error, slow response to dispute resolutions, Network problems, Long queues, Security issues and Card retraction.
Book Synopsis Customer Satisfaction for Financial Services by : Mayuram S. Krishnan
Download or read book Customer Satisfaction for Financial Services written by Mayuram S. Krishnan and published by . This book was released on 2009 with total page 42 pages. Available in PDF, EPUB and Kindle. Book excerpt: In this paper, we study the drivers of customer satisfaction for financial services. We discuss a full Bayesian analysis based on data collected from customers of a leading financial services company. Our approach allows us to explicitly accommodate missing data and enables quantitative assessment of the impact of the drivers of satisfaction across the customer population. We find that satisfaction with product offerings is a primary driver of overall customer satisfaction. The quality of customer service with respect to financial statements and services provided through different channels of delivery such as new information technology enabled automated call centers, and traditional branch offices, are also important in determining overall satisfaction. However, our analysis indicates that the impact of these service delivery factors may differ substantially across customer segments. In order to facilitate managerial action, we discuss how specific operational quality attributes for designing and delivering financial services can be leveraged to enhance satisfaction with product offerings and service delivery. Our approach and findings have significant implications for managing customer satisfaction in the financial services industry.
Book Synopsis Adoption and Implementation of AI in Customer Relationship Management by : Singh, Surabhi
Download or read book Adoption and Implementation of AI in Customer Relationship Management written by Singh, Surabhi and published by IGI Global. This book was released on 2021-10-15 with total page 289 pages. Available in PDF, EPUB and Kindle. Book excerpt: Integration of artificial intelligence (AI) into customer relationship management (CRM) automates the sales, marketing, and services in organizations. An AI-powered CRM is capable of learning from past decisions and historical patterns to score the best leads for sales. AI will also be able to predict future customer behavior. These tactics lead to better and more effective marketing strategies and increases the scope of customer services, which allow businesses to build healthier relationships with their consumer base. Adoption and Implementation of AI in Customer Relationship Management is a critical reference source that informs readers about the transformations that AI-powered CRM can bring to organizations in order to build better services that create more productive relationships. This book uses the experience of past decisions and historical patterns to discuss the ways in which AI and CRM lead to better analytics and better decisions. Discussing topics such as personalization, quality of services, and CRM in the context of diverse industries, this book is an important resource for marketers, brand managers, IT specialists, sales specialists, managers, students, researchers, professors, academicians, and stakeholders.
Book Synopsis New Strategies for Financial Services Firms by : Dennis Kundisch
Download or read book New Strategies for Financial Services Firms written by Dennis Kundisch and published by Springer Science & Business Media. This book was released on 2012-12-06 with total page 218 pages. Available in PDF, EPUB and Kindle. Book excerpt: The theme of this book "New strategies for financial services providers" is an equally relevant and important topic in science and practice. In the (post) informa tion age economy, the German financial services market and many big financial services providers are in a deep crisis. Increasing competition due to deregulation and improved transparency through new means of communication on the one hand, and empowered customers demanding individualized solutions for their fi nancial problems e. g. because of new working circumstances, increase the pres sure on the market participants to alter their strategies according to these new challenges. Many firms have reacted defensively either by merging in the hopes of realizing scale effects - a high-risk venture considering the last few years - or by adapting "me-too-strategies" (also known as "lemming-banking") that do not provide for a sustainable competitive advantage. Based on a profound analysis of developing mega-trends in the years ahead, es pecially in information and IT-intense market, Dr. Kundisch develops a new anti cyclical strategy that aims at using IT as an enabler to strengthen customer rela tionships and focus on individualized solutions wherever it seems economically sound to do so. However, he does not stop after the development of the strategy, but provides two important concepts that may help turn this vision and strategy into reality. Thus, he favorably and refreshingly differentiates against many contributions that stop at the fairly abstract strategic level.
Book Synopsis Data Quality Engineering in Financial Services by : Brian Buzzelli
Download or read book Data Quality Engineering in Financial Services written by Brian Buzzelli and published by "O'Reilly Media, Inc.". This book was released on 2022-10-19 with total page 177 pages. Available in PDF, EPUB and Kindle. Book excerpt: Data quality will either make you or break you in the financial services industry. Missing prices, wrong market values, trading violations, client performance restatements, and incorrect regulatory filings can all lead to harsh penalties, lost clients, and financial disaster. This practical guide provides data analysts, data scientists, and data practitioners in financial services firms with the framework to apply manufacturing principles to financial data management, understand data dimensions, and engineer precise data quality tolerances at the datum level and integrate them into your data processing pipelines. You'll get invaluable advice on how to: Evaluate data dimensions and how they apply to different data types and use cases Determine data quality tolerances for your data quality specification Choose the points along the data processing pipeline where data quality should be assessed and measured Apply tailored data governance frameworks within a business or technical function or across an organization Precisely align data with applications and data processing pipelines And more
Book Synopsis Achieving Quality in Financial Service Organizations by : Robert E. Grasing
Download or read book Achieving Quality in Financial Service Organizations written by Robert E. Grasing and published by Praeger. This book was released on 1988-09-16 with total page 272 pages. Available in PDF, EPUB and Kindle. Book excerpt: Two consultants examine the need for increased attention to quality in this rapidly growing and changing field. Drawing on numerous examples of successful quality improvement programs in banks, insurance companies, and other organizations, the authors provide detailed suggestions for improving accuracy, timeliness and consistency in service delivery. Changing employee attitudes to reflect the organization's commitment to quality also is covered. Accounting professionals in financial service organizations, particularly at the management level, will want to examine this book. Journal of Accountancy As a result of the deregulation and diversification of the financial service industry, consumers in the 1980s can choose from among a wide range of options. As full-line services are offered by more companies--from banks to insurance firms to mail order and department store chains--competition has grown intense. Financial organizations must distinguish basically similar products and services from those of other companies in order to attract and retain today's increasingly sophisticated customer. This practical handbook, written by two experienced consulting executives in the field, shows how to compete successfully by improving the quality, selection, and delivery of services. Based on proven, field-tested methods developed by the Robert E. Nolan Company, a leading consultant to the banking and insurance industries, it presents clear, step-by-step methods for designing and implementing financial service packages that will satisfy customer needs.
Book Synopsis Information and Business Performance by : Ian Owens
Download or read book Information and Business Performance written by Ian Owens and published by Walter de Gruyter GmbH & Co KG. This book was released on 2019-05-20 with total page 216 pages. Available in PDF, EPUB and Kindle. Book excerpt: No detailed description available for "Information and Business Performance".
Author :Michael Pinedo Publisher :Foundations and Trends in Technology, Information and Operations Management ISBN 13 :9781680833362 Total Pages :132 pages Book Rating :4.8/5 (333 download)
Book Synopsis Operations in Financial Services by : Michael Pinedo
Download or read book Operations in Financial Services written by Michael Pinedo and published by Foundations and Trends in Technology, Information and Operations Management. This book was released on 2017-12-21 with total page 132 pages. Available in PDF, EPUB and Kindle. Book excerpt: Operations in Financial Services establishes a framework for this research area from an operations management perspective. The first section presents an introduction and provides an overview of the topic. The second section establishes links between the current state of the art in relevant areas of operations management and operations research and three of the more important aspects of operations in financial services - (i) financial product design and testing, (ii) process delivery design, and (iii) process delivery management. The third section focuses on the current issues that are important in the financial services operations area. These issues center primarily on mobile online banking and trading in a global environment. The fourth section discusses operational risk aspects of financial services. The final section concludes with a discussion on research directions that may become of interest in the future.
Book Synopsis Managing Customer Relations in the Banking Industry. Customer Service by : Dr. David Ackah
Download or read book Managing Customer Relations in the Banking Industry. Customer Service written by Dr. David Ackah and published by GRIN Verlag. This book was released on 2018-05-17 with total page 52 pages. Available in PDF, EPUB and Kindle. Book excerpt: Research Paper (postgraduate) from the year 2014 in the subject Business economics - Banking, Stock Exchanges, Insurance, Accounting, grade: B, ( Atlantic International University ) (School of Business and Economics), course: Ph.D. Economics, language: English, abstract: The main aim of this study has been to identify the possible causes of customer dissatisfaction. The specific objectives of the study were examined , the degree of cordiality and adversity of the relationship between management and staff and how these influence positively or negatively customer relations of banking organizations, a case study of Sahel Sahara Bank. The study is to assist the management of banking organization towards ensuring improved customer relations by offering incentives, customers’ relations training for employees and organizing seminars and workshops to raise employees’ level of professionalism. The researcher employed the quota sampling technique to specifically make a selection of the groups of management, staff, customers and other users of the Bank to whom questionnaires were administered until the required numbers of respondents were reached. In all, sixty (60) questionnaires were distributed. Out of these, ten (10) were administered to the management of the bank, twenty (20) to its employees and thirty (30) to customers who had visited to transact business at the bank’s premises on those faithful days of questionnaires administration. The study revealed that management and customers to the Bank asserted that customer relation training were the best tool for building customer relations to provide the needed skills for quality service delivery. Employees were also of the opinion that monetary incentive or rewards though important might not do much in improving customer relations but rather receiving customer relations training would equipped them better. There is therefore the need for management of banking organizations particularly the Sahel Sahara Bank to integrate their roles and efforts towards the facilitation of the customer relations training since employees as well as customer to the Bank rated it as the most workable measure.
