Customer Relationship Management In Banking Services

Author : Federico Rajola
Publisher : Springer Science & Business Media
Page : 187 pages
File Size : 40,8 Mb
Release : 2014-07-08
Category : Business & Economics
ISBN : 9783642355547

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Customer Relationship Management in the Financial Industry by Federico Rajola Pdf

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. .

Author : Dr. Antony Joseph K & Dr. Gabriel Simon Thattil
Publisher : Lulu Publication
Page : 299 pages
File Size : 49,7 Mb
Release : 2021-07-01
Category : Art
ISBN : 9781008962903

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Customer Relationship Management in Banking Services by Dr. Antony Joseph K & Dr. Gabriel Simon Thattil Pdf

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.

Author : Farrukh Khan
Publisher : Lulu.com
Page : 152 pages
File Size : 50,9 Mb
Release : 2024-06-27
Category : Electronic
ISBN : 9780557719044

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Loyalty and Customer Relationship Management in Banking Sector: Case Study of HSBC by Farrukh Khan Pdf

Author : Bryan Foss,Merlin Stone
Publisher : Kogan Page Publishers
Page : 724 pages
File Size : 41,9 Mb
Release : 2002
Category : Business & Economics
ISBN : 0749436964

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CRM in Financial Services by Bryan Foss,Merlin Stone Pdf

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.

Author : Federico Rajola
Publisher : Springer Science & Business Media
Page : 177 pages
File Size : 40,5 Mb
Release : 2013-03-19
Category : Business & Economics
ISBN : 9783540247180

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Customer Relationship Management by Federico Rajola Pdf

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.

Author : Steve Goulding,Richard Abley
Publisher : Kogan Page Publishers
Page : 401 pages
File Size : 41,6 Mb
Release : 2018-10-03
Category : Business & Economics
ISBN : 9780749482848

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Relationship Management in Banking by Steve Goulding,Richard Abley Pdf

Endorsed by the Chartered Banker Institute as core reading for the Personal & Private Banking and Commercial Lending modules, Relationship Management in Banking supports and develops the need to be able to manage key customer relationships. The text considers the nature of commercial relationships and help the reader synthesise complex factors in order to develop a robust relationship management methodology. It will draw from bona fide case studies and examples that can demonstrate key relationship management concepts as well as bring learning to life and share examples of customers, good and bad, from a range of different sectors. Through case studies and providing online updates to regulations, Relationship Management in Banking considers how to critically analyze approaches to relationship management used for a variety of banking customer types and examine the impact of legislation, regulation, governance and technology on banking relationship management and customer acquisition and retention. Online supporting resources include a glossary and updates to regulation.

Author : Ahok Trimbak
Publisher : Unknown
Page : 0 pages
File Size : 47,7 Mb
Release : 2022-12-28
Category : Electronic
ISBN : 0911235515

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Review of Customer Relationship Management in Banking Sector by Ahok Trimbak Pdf

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.

Author : Ali A. Minai,Yaneer Bar-Yam
Publisher : Springer Science & Business Media
Page : 419 pages
File Size : 44,7 Mb
Release : 2008-11-05
Category : Science
ISBN : 9783540738497

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Unifying Themes in Complex Systems IV by Ali A. Minai,Yaneer Bar-Yam Pdf

In June of 2002, over 500 professors, students and researchers met in Boston, Massachusetts for the Fourth International Conference on Complex Systems. The attendees represented a remarkably diverse collection of fields: biology, ecology, physics, engineering, computer science, economics, psychology and sociology, The goal of the conference was to encourage cross-fertilization between the many disciplines represented and to deepen understanding of the properties common to all complex systems. This volume contains 43 papers selected from the more than 200 presented at the conference. Topics include: cellular automata, neurology, evolution, computer science, network dynamics, and urban planning. About NECSI: For over 10 years, The New England Complex Systems Institute (NECSI) has been instrumental in the development of complex systems science and its applications. NECSI conducts research, education, knowledge dissemination, and community development around the world for the promotion of the study of complex systems and its application for the betterment of society. NECSI hosts the International Conference on Complex Systems and publishes the NECSI Book Series in conjunction with Springer Publishers. ALI MINAI is an Affiliate of the New England Complex Systems Institute and an Associate Professor in the Department of Electrical and Computer Engineering and Computer Science at the University of Cincinnati. YANEER BAR-YAM is President and founder of the New England Complex Systems Institute. He is the author of Dynamics of Complex Systems and Making Things Work: Solving Complex Problems in a Complex World.

Author : Dr. Shailja Pal
Publisher : Ashok Yakkaldevi
Page : 247 pages
File Size : 54,6 Mb
Release : 2022-08-25
Category : Art
ISBN : 9781387699124

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Customer Relationship Management in banking sector by Dr. Shailja Pal Pdf

Banks have always played an essential space in the country's prosperity. They impersonate a valuable role in the evolution of the enterprise and commerce. They are serving not barely as of the guardian of the country's economic health but additionally a country's reserves, vital for the nations' economic expansion. The ubiquitous function of commercial banks is to render financial assistance to the overall society and industry, securing economic and social resistance and sustainable extension of the economy. Commercial Bank in India comprises the State Bank of India (SBI) and its subsidiaries, nationalised banks, international banks and additional scheduled retail banks, regional rural banks and non-scheduled retail banks (Kalpana & Rao, 2017). Banks expedite business both inside and outside the nation by admitting and discounting of bills of exchange. Banks also increase the mobility of capital in a country like India, which is still in the initial stages of economic development. A well-organised banking system is the need of the day. Commercial banks are the most effective way to generate the credit flow of money in markets.

Author : R. K. Uppal
Publisher : Unknown
Page : 246 pages
File Size : 52,8 Mb
Release : 2008-01-01
Category : Business & Economics
ISBN : 8177081527

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Customer Relationship Management in Indian Banking Industry by R. K. Uppal Pdf

This book examines issues related to changing banking industry and the challenges in customer relationship management (CRM). The book should appeal to the students of economics, commerce and business management. It would also serve the purpose of banking executives, researchers and others interested in understanding CRM in Indian banking industry.

Author : Francis Buttle
Publisher : Routledge
Page : 495 pages
File Size : 52,6 Mb
Release : 2009
Category : Business & Economics
ISBN : 9781856175227

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Customer Relationship Management by Francis Buttle Pdf

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.

Author : Francis Buttle
Publisher : Routledge
Page : 362 pages
File Size : 43,9 Mb
Release : 2004-02-18
Category : Business & Economics
ISBN : 9781136412578

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Customer Relationship Management by Francis Buttle Pdf

Customer Relationship Management: Concepts and Tools is a breakthrough book that makes transparent the complexities of customer relationship management. The book views customer relationship management as the core business strategy that integrates internal processes and functions, and external networks, to create and deliver value to targeted customers at a profit. Customer relationship management is grounded on high quality customer data and enabled by information technology. The book is a comprehensive and fully developed textbook on customer relationship management . Although, it shows the roles of customer data and information technology in enabling customer relationship management implementation, it does not accept that customer relationship management is just about IT. Rather it is about an IT- and data-enabled approach to customer acquisition, customer retention and customer development. Because customer relationship management is a core business strategy the book demonstrates how it has influence across the entire business, in areas such as strategic, marketing, operations, human resource, and IT management. Customer relationship management 's influence also extends beyond the company to touch on partner and supplier relationships. An Instructor's PowerPoint pack is available to lecturers who adopt the book. Accredited lecturers can download this by going to http://books.elsevier.com/manuals'isbn=075065502X to request access.

Author : Singh, Surabhi
Publisher : IGI Global
Page : 289 pages
File Size : 40,5 Mb
Release : 2021-10-15
Category : Business & Economics
ISBN : 9781799879619

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Adoption and Implementation of AI in Customer Relationship Management by Singh, Surabhi Pdf

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.

Author : Gerhard Raab,Riad A. Ajami,G. Jason Goddard
Publisher : CRC Press
Page : 216 pages
File Size : 53,7 Mb
Release : 2016-05-13
Category : Business & Economics
ISBN : 9781317155447

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Customer Relationship Management by Gerhard Raab,Riad A. Ajami,G. Jason Goddard Pdf

Customer Relationship Management is the first book to explore the benefits to the firm of a globally integrated approach to the management philosophy of Customer Relationship Management (CRM). The best hope for achieving a sustainable competitive advantage in a global marketplace is by means of better understanding which customers are in the best position to experience long-term, profitable relationships for the globally oriented firm. This book offers both an academic and a practical viewpoint of the importance of CRM in a global framework. It integrates the topics of knowledge management, total quality management, and relationship marketing with the goal of explaining the benefits of CRM for internationally active firms. The authors have included six case studies which allow the reader to undertake the role of CRM consultant in a 'learning by doing' approach. The book should be required reading for all business executives who desire a customer-oriented approach to success, and for all students of business who desire to gain insight into a relationship management approach which will become ever-more important in the years ahead.

Author : ALOK KUMAR RAI
Publisher : PHI Learning Pvt. Ltd.
Page : 529 pages
File Size : 51,9 Mb
Release : 2012-12-05
Category : Business & Economics
ISBN : 9788120346956

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CUSTOMER RELATIONSHIP MANAGEMENT by ALOK KUMAR RAI Pdf

This thoroughly revised and enlarged edition brings to light the latest developments taking place in the area of Customer Relationship Management (CRM), and focuses on current CRM practices of various service industries. This edition is organised into five parts containing 19 chapters. Part I focuses on making the readers aware of the conceptual and literary developments, and also on the strategic implementation of the concepts. Part II discusses the research aspects of CRM. Part III deals with the applications of information technologies in CRM. Part IV provides the various newer and emerging concepts in CRM. Finally, Part V analyses the CRM applications in various sectors, industries and companies. Primarily intended as a textbook for the students of Management, the book would prove to be an invaluable asset for professionals in service industries. New to This Edition Includes five new chapters, namely Research Techniques and Methods in Customer Relationship Management; Customer Satisfaction; Customer Loyalty; Service Quality; and Service Recovery Management, along with several additions of new text and revisions of the existing text. Provides latest advancements in CRM to keep the students abreast of these developments. Gives as many as 16 Case Studies with critical analysis of different industries to help the readers understand the subject. Covers a number of illustrations to elucidate the concepts discussed. Gives Project Assignment in each chapter.