Customer Relationship Management In The Financial Industry

Author : Federico Rajola
Publisher : Springer Science & Business Media
Page : 187 pages
File Size : 42,5 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 : Bryan Foss,Merlin Stone
Publisher : Kogan Page Publishers
Page : 724 pages
File Size : 52,5 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 : Nils Merkel
Publisher : GRIN Verlag
Page : 29 pages
File Size : 42,5 Mb
Release : 2010-07
Category : Electronic
ISBN : 9783640522453

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Customer Relationship Management in Banking Sector by Nils Merkel Pdf

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 : Farrukh Khan
Publisher : Lulu.com
Page : 152 pages
File Size : 50,8 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 : Federico Rajola
Publisher : Springer Science & Business Media
Page : 177 pages
File Size : 40,9 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 : 55,9 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 : Ali A. Minai,Yaneer Bar-Yam
Publisher : Springer Science & Business Media
Page : 419 pages
File Size : 41,8 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 : Jerry Fjermestad,Nicholas C Robertson Jr
Publisher : Routledge
Page : 224 pages
File Size : 41,5 Mb
Release : 2015-05-15
Category : Business & Economics
ISBN : 9781317472193

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Electronic Customer Relationship Management by Jerry Fjermestad,Nicholas C Robertson Jr Pdf

This work offers a state-of-the art survey of information systems research on electronic customer relationship management (eCRM). It provides important new frameworks derived from current cases and applications in this emerging field. Each chapter takes a collaborative approach to eCRM that goes beyond the analytical and operational perspectives most often taken by researchers in the field. Chapters also stress integration with other enterprise information systems. The book is organized in four parts: Part I presents an overview of the role of CRM and eCRM in marketing and supply chain management; Part II focuses on the organizational success factors behind eCRM implementation; Part III presents cases of eCRM performance enhancement; and Part IV addresses eCRM issues in business-to-consumer commerce.

Author : Jerry Fjermestad,Nicholas C Robertson Jr
Publisher : Routledge
Page : 245 pages
File Size : 51,7 Mb
Release : 2015-05-15
Category : Business & Economics
ISBN : 9781317472186

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Electronic Customer Relationship Management by Jerry Fjermestad,Nicholas C Robertson Jr Pdf

This work offers a state-of-the art survey of information systems research on electronic customer relationship management (eCRM). It provides important new frameworks derived from current cases and applications in this emerging field. Each chapter takes a collaborative approach to eCRM that goes beyond the analytical and operational perspectives most often taken by researchers in the field. Chapters also stress integration with other enterprise information systems. The book is organized in four parts: Part I presents an overview of the role of CRM and eCRM in marketing and supply chain management; Part II focuses on the organizational success factors behind eCRM implementation; Part III presents cases of eCRM performance enhancement; and Part IV addresses eCRM issues in business-to-consumer commerce.

Author : Simon Knox,Adrian Payne,Lynette Ryals,Stan Maklan,Joe Peppard
Publisher : Routledge
Page : 320 pages
File Size : 53,7 Mb
Release : 2007-06-01
Category : Business & Economics
ISBN : 9781136412493

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Customer Relationship Management by Simon Knox,Adrian Payne,Lynette Ryals,Stan Maklan,Joe Peppard Pdf

Customer Relationship Management presents a ground-breaking strategic framework for successful CRM policy. Built around Professor Payne's five key processes, the book demonstrates a systematic management progression that will guarantee the maximum impact and efficiency of a CRM programme. The book backs up these five processes - strategy development, value creation, channel and media integration, information management and performance assessment - with 16 best practice case studies which set the universal theory in a specific practical context. These feature a range of companies, including Orange, Brittania, Homebase, Canada Life, Sun Microsystems, Natwest, Sears, Roebuck & Co., Nortel Networks and Siemens. The book concludes with interviews from four thought leaders, offering a 'futures' vision forum for CRM. Customer Relationship Management is a vital instrument for anyone who needs to know how to develop and measure effective CRM within an organization. It includes overviews and key learning points preceding each case study, and a summary chapter to draw out the most salient lessons from CRM best practices. For practitioner or academic alike, this is essential reading.

Author : Dr. Shailja Pal
Publisher : Ashok Yakkaldevi
Page : 247 pages
File Size : 46,9 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 : Duane E. Sharp
Publisher : CRC Press
Page : 266 pages
File Size : 44,7 Mb
Release : 2002-07-19
Category : Business & Economics
ISBN : 9781420000153

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Customer Relationship Management Systems Handbook by Duane E. Sharp Pdf

This handbook provides a detailed description and analysis of the concepts, processes, and technologies used in the development and implementation of an effective customer relationship (CRM) strategy. It takes readers through the evolution of CRM- from its early beginning to today's sophisticated data warehouse-based systems. Illustrations enhance the textual presentation. Case studies provide insight and lessons-to-be-learned and describe the benefits of successful CRM implementations. The chapter on privacy issues covers the processes companies use to ensure the privacy of their customer data, the last chapter explores the benefits of a well-conceived CRM strategy.

Author : Roger J. Baran,Robert J. Galka
Publisher : Taylor & Francis
Page : 450 pages
File Size : 50,5 Mb
Release : 2016-12-08
Category : Business & Economics
ISBN : 9781317419334

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Customer Relationship Management by Roger J. Baran,Robert J. Galka Pdf

This book balances the behavioral and database aspects of customer relationship management, providing students with a comprehensive introduction to an often overlooked, but important aspect of marketing strategy. Baran and Galka deliver a book that helps students understand how an enhanced customer relationship strategy can differentiate an organization in a highly competitive marketplace. This edition has several new features: Updates that take into account the latest research and changes in organizational dynamics, business-to-business relationships, social media, database management, and technology advances that impact CRM New material on big data and the use of mobile technology An overhaul of the social networking chapter, reflecting the true state of this dynamic aspect of customer relationship management today A broader discussion of the relationship between CRM and the marketing function, as well as its implications for the organization as a whole Cutting edge examples and images to keep readers engaged and interested A complete typology of marketing strategies to be used in the CRM strategy cycle: acquisition, retention, and win-back of customers With chapter summaries, key terms, questions, exercises, and cases, this book will truly appeal to upper-level students of customer relationship management. Online resources, including PowerPoint slides, an instructor’s manual, and test bank, provide instructors with everything they need for a comprehensive course in customer relationship management.

Author : Khosrow-Pour, D.B.A., Mehdi
Publisher : IGI Global
Page : 818 pages
File Size : 43,9 Mb
Release : 2018-11-09
Category : Business & Economics
ISBN : 9781522577676

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Advanced Methodologies and Technologies in Digital Marketing and Entrepreneurship by Khosrow-Pour, D.B.A., Mehdi Pdf

As businesses aim to compete internationally, they must be apprised of new methods and technologies to improve their digital marketing strategy in order to remain ahead of their competition. Trends in entrepreneurship that drive consumer engagement and business initiatives, such as social media marketing, yields customer retention and positive feedback. Advanced Methodologies and Technologies in Digital Marketing and Entrepreneurship provides information on emerging trends in business innovation, entrepreneurship, and marketing strategies. While highlighting challenges such as successful social media interactions and consumer engagement, this book explores valuable information within various business environments and industries such as e-commerce, small and medium enterprises, hospitality and tourism management, and customer relationship management. This book is an ideal source for students, marketers, social media marketers, business managers, public relations professionals, promotional coordinators, economists, hospitality industry professionals, entrepreneurs, and researchers looking for relevant information on new methods in digital marketing and entrepreneurship.

Author : Mohammad Moshirpour,Behrouz Far,Reda Alhajj
Publisher : Springer
Page : 168 pages
File Size : 48,6 Mb
Release : 2017-08-22
Category : Business & Economics
ISBN : 9783319602554

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Highlighting the Importance of Big Data Management and Analysis for Various Applications by Mohammad Moshirpour,Behrouz Far,Reda Alhajj Pdf

This book addresses the impacts of various types of services such as infrastructure, platforms, software, and business processes that cloud computing and Big Data have introduced into business. Featuring chapters which discuss effective and efficient approaches in dealing with the inherent complexity and increasing demands in data science, a variety of application domains are covered. Various case studies by data management and analysis experts are presented in these chapters. Covered applications include banking, social networks, bioinformatics, healthcare, transportation and criminology. Highlighting the Importance of Big Data Management and Analysis for Various Applications will provide the reader with an understanding of how data management and analysis are adapted to these applications. This book will appeal to researchers and professionals in the field.