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The Effect Of Consumer Relationship Management Crm On Employees Performance In The Banking Sectors Lagos
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Book Synopsis The Effect of Consumer Relationship Management (CRM) on Employees' Performance in the Banking Sectors, Lagos by : Juliet Iwenya
Download or read book The Effect of Consumer Relationship Management (CRM) on Employees' Performance in the Banking Sectors, Lagos written by Juliet Iwenya and published by GRIN Verlag. This book was released on 2023-03-08 with total page 29 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Book Synopsis An Empirical Investigation Into the Effects of Customer Relationship Management on Bank Performance in Nigeria by : Adewale Adegoke Alawiye-Adams
Download or read book An Empirical Investigation Into the Effects of Customer Relationship Management on Bank Performance in Nigeria written by Adewale Adegoke Alawiye-Adams and published by . This book was released on 2014 with total page 65 pages. Available in PDF, EPUB and Kindle. Book excerpt: The information age has created a new segment of knowledgeable customers. It has become very imperative for Banks to pay close attention to the roles of more active groups of customers. This study therefore aims to provide the results of an in-depth investigation of the link between Customer Relationship Management (CRM) and Bank Performances in the financial services industry. Customer Relationship Management literature acknowledges the proactive nature of the firm's strategy by building on relationships with customers. Relationships help create unique, difficult to imitate knowledge for firms, which seek to understand how advances in relationship marketing enhance our understanding of knowledge required for competitive success, and how advances in relationship knowledge and marketing actually assist the process of advancing Bank Performance.For the purpose of this research, the historical and survey research methods were adopted. Data were collected from both primary sources, using some three Nigerian Commercial Banks (Access Banks, Skye Bank and Wema Banks) and secondary sources. Hypothesis formulate were tested using the chi-square analysis. The study found out that Customer Relationship Management has a positive impact on Banks performances. Customer relationship management is the process of managing detailed information about individual customer and carefully managing all customers touch points to maximize customer loyalty. A customer's touch is any occasion in which a customer encounters the brand and product from actual experience to personal or mass communications to causal observation. Customer relationship management is used by banks and other organization as a business strategy to increase performance through customer satisfaction.The study therefore recommends amongst others that Banks Staffs should be adequately and continuously trained and equipped on practices in Customer Relationship Management and should be given frequent seminars reminding them on the importance of CRM and to also update their knowledge. And this would ensure inter-personal relationships between the staff and their customers to ensure free flow of information and complaints from the customers.
Book Synopsis Customer Relationship Management and IT by : Danil Dintsis
Download or read book Customer Relationship Management and IT written by Danil Dintsis and published by BoD – Books on Demand. This book was released on 2020-06-03 with total page 104 pages. Available in PDF, EPUB and Kindle. Book excerpt: All of us enjoy individually specific service or a product that is delivered for us only. Customer relationship management (CRM) is the area of expertise that helps companies to work with customers based on their specific needs or requirements. To reach success CRM systems implement the most powerful math and IT tools such as statistical analysis, artificial neural nets, and graph systems. This book deals with the practical implementation and meta-analysis of CRM experience in various locations and business areas. The authors have produced a great book and provided meta-analysis of the latest CRM systems and a roadmap of their development. In the chapters, our readers will find descriptive analysis of CRM models, applied tools, and methods.
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 Banking Sector by : Nils Merkel
Download or read book Customer Relationship Management in Banking Sector written by Nils Merkel and published by GRIN Verlag. This book was released on 2010-07 with total page 29 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Author :Dr. Antony Joseph K & Dr. Gabriel Simon Thattil Publisher :Lulu Publication ISBN 13 :1008962902 Total Pages :299 pages Book Rating :4.0/5 (89 download)
Book Synopsis Customer Relationship Management in Banking Services by : Dr. Antony Joseph K & Dr. Gabriel Simon Thattil
Download or read book Customer Relationship Management in Banking Services written by Dr. Antony Joseph K & Dr. Gabriel Simon Thattil and published by Lulu Publication. This book was released on 2021-07-01 with total page 299 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Book Synopsis The Impact of Customer Relationship Management Related Critical Success Factors on Customer Satisfaction by : Muhammad Tahir Jan
Download or read book The Impact of Customer Relationship Management Related Critical Success Factors on Customer Satisfaction written by Muhammad Tahir Jan and published by . This book was released on 2012 with total page 642 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
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 Review of Customer Relationship Management in Banking Sector by : Ahok Trimbak
Download or read book Review of Customer Relationship Management in Banking Sector written by Ahok Trimbak and published by . This book was released on 2022-12-28 with total page 0 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Book Synopsis Technology Influence in Customer Relationship Management Performance by : Samsudin Wahab
Download or read book Technology Influence in Customer Relationship Management Performance written by Samsudin Wahab and published by . This book was released on 2007 with total page 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 Impact of CRM Practices on Service Quality in the Banking Industry by :
Download or read book Impact of CRM Practices on Service Quality in the Banking Industry written by and published by . This book was released on 2017 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt: Abstract: The present study investigates the impact of customer relationship management practices on the service quality in the banking sector. CRM practices have been found to greatly influence not only the customer satisfaction and loyalty but also the quality of services provided by organization. The study focuses on three CRM practices of Attitude towards clients, Efficiency of banking services and Knowledge ability and their impact on the service quality. As customers are more aware about the services so they ensure service quality. Employee's knowledge ability helps customers to gain experience that actually leads towards service quality and efficiency in services provided by the banks also help in service quality. The study used survey design and the sample consisted of 230 respondents. These respondents were customers of different banks in the city of Rawalpindi, Pakistan. The results indicate that knowledge ability of employees and attitude towards clients is having significant infl
Book Synopsis The Direct and Mediated Effects of Customer Relationship Management (CRM) Systems Usage as Service Delivery Channels on Consumer Buying Behaviour by : Akinyemi Paul Omoge
Download or read book The Direct and Mediated Effects of Customer Relationship Management (CRM) Systems Usage as Service Delivery Channels on Consumer Buying Behaviour written by Akinyemi Paul Omoge and published by . This book was released on 2016 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:
Book Synopsis Customer Relationship Management and Marketing Performance of Bank by : Robson Mekonnin
Download or read book Customer Relationship Management and Marketing Performance of Bank written by Robson Mekonnin and published by LAP Lambert Academic Publishing. This book was released on 2013 with total page 132 pages. Available in PDF, EPUB and Kindle. Book excerpt: The book contributes to Customer relationship management and marketing performance literature by indicating a crucial role of customer relationship management for marketing performance of the banking sectors. Moreover, it also contributes to close the gap of empirical research in the field, which exists particularly due to the diverse attitude of customers in developing countries, like Ethiopia, to bring changes in building customer relationship in the banking sector.
Author :Alexander H. Kracklauer Publisher :Springer Science & Business Media ISBN 13 :3540247106 Total Pages :277 pages Book Rating :4.5/5 (42 download)
Book Synopsis Collaborative Customer Relationship Management by : Alexander H. Kracklauer
Download or read book Collaborative Customer Relationship Management written by Alexander H. Kracklauer and published by Springer Science & Business Media. This book was released on 2012-11-07 with total page 277 pages. Available in PDF, EPUB and Kindle. Book excerpt: Driven by rapidly changing business environments and increasingly demanding consumers, many organizations are searching for new ways to achieve and retain a competitive advantage via customer intimacy and CRM. This book presents a new strategic framework that has been tested successfully with various global companies. New management concepts such as Collaborative Forecasting and Replenishment, CRM, Category Management, and Mass Customization are integrated into one holistic approach. Experts from companies like McKinsey and Procter&Gamble, as well as authors from renowned academic institutions, offer valuable insights on how to redesign organizations for the future.
Book Synopsis Customer Relationship Management by : Francis Buttle
Download or read book Customer Relationship Management written by Francis Buttle and published by Routledge. This book was released on 2009 with total page 495 pages. Available in PDF, EPUB and Kindle. Book excerpt: 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.
Book Synopsis A Study of the Impact of Customer Relationship Management in TNSC Bank, Chennai by : N. Ramu
Download or read book A Study of the Impact of Customer Relationship Management in TNSC Bank, Chennai written by N. Ramu and published by . This book was released on 2014 with total page 14 pages. Available in PDF, EPUB and Kindle. Book excerpt: Customer Relationship Management (CRM) is the establishment, development, maintenance and optimization of long-term mutually valuable relationships between consumers and the organizations. Effective CRM implementation requires coordination of channels, technologies, customer and employees. At the heart of a perfect CRM strategy is the creation of mutual value for all parties involved in the business process. The present study is to analyze the impact of customer relationship management in TNSC bank and to investigate the respondents' perception and the benefits of CRM in the banking industry. The present study is based on the primary data, analyzed with the help of appropriate tools of analysis. The Methodology used for the study is descriptive as well as analytical design. The employees of Tamil Nadu State Cooperative Bank (TNSC) opined that their first preference was awareness factor followed by implementing factor and importance factor as per result of rotated components matrix. The ranking analysis of the employee's perception of the CRM Techniques used in TNSC Bank, the Marking Management ranks first as CRM Techniques ,the Knowledge Management second and Call Centre Automation third.
