Essays about: "Customer Relationship Management in Banks thesis"

Showing result 1 - 5 of 13 essays containing the words Customer Relationship Management in Banks thesis.

  1. 1. E-loyalty in digital platforms : How do the employees in banks experience their work with customer e-loyalty, individually and in relation to each other?

    University essay from Uppsala universitet/Företagsekonomiska institutionen; Uppsala universitet/Företagsekonomiska institutionen

    Author : Johanna Näsholm Johansen; Noor Al Amin; [2018]
    Keywords : CRM; eCRM; Digitalization; Banking; Loyalty; e-loyalty; 8C Model;

    Abstract : This thesis aims to study how the top management and employees in banks experience their work with customer e-loyalty in digital settings, both individually and in relation to each other. Today's bank customers desire freedom in where they conduct their business and do at the same time require a deeper personal relationship with their bank advisors. READ MORE

  2. 2. Market Orientation : the effect of TMT shared leadership and perceived contextual discretion

    University essay from Högskolan Kristianstad/Avdelningen för ekonomi; Högskolan Kristianstad/Avdelningen för ekonomi

    Author : Alina Bruhn; Marcus Hesselroth; [2018]
    Keywords : Market orientation; market driven; market driving; TMT shared leadership; perceived contextual discretion; financial sector;

    Abstract : Ever since the 1960s, it has been argued that customer needs have to be a firm's core business purpose. One way for firm to achieve this, is through use of market orientation strategies. Recent research has found that shared leadership could have a positive effect on market orientation, as well as within top management teams. READ MORE

  3. 3. Knowing Your Customer - The Versatility of CRM in Modern Banking : A case study of niche banks in Sweden

    University essay from Högskolan i Jönköping/Internationella Handelshögskolan; Högskolan i Jönköping/Internationella Handelshögskolan; Högskolan i Jönköping/Internationella Handelshögskolan

    Author : Fredrik Schmiterlöw; Hampus Renfors; Filip Åberg; [2017]
    Keywords : Customer Relationship Management; Loyalty; Multichannel; Omni channel; Banks; Customer Relations;

    Abstract : Niche banks emerged from deregulation of the financial market and from the increasing distrust of the established banking oligopoly in Sweden. From its establishment, niche banks narrowed their scope and targeted certain profitable segments of the banking market. READ MORE

  4. 4. Relationship Management in the Banking Industry : The Use of Facebook

    University essay from Högskolan i Jönköping/IHH, EMM (Entreprenörskap, Marknadsföring, Management)

    Author : Sandra Dobosz; [2012]
    Keywords : Bank; Customer Management; Social Media; Word-of-Mouth; Facebook; Relationship Marketing;

    Abstract : The economic situation and the improved technology weaken the bond be-tween banks and their customers. To adapt to the changing behavior of customers banks engage in Social Media with the aim to strengthen their relationship. However, Social Media may not have the expected effect on the banks’ customers. READ MORE

  5. 5. Banks' Counteractions against Customers' Online Criticism

    University essay from Mälardalens högskola/Akademin för hållbar samhälls- och teknikutveckling; Mälardalens högskola/Akademin för hållbar samhälls- och teknikutveckling

    Author : Johanna Russo; Sara Pierre; [2012]
    Keywords : Bank; customer behavior; social media; dissatisfaction; online complaints; e-WOM; sCRM;

    Abstract : Abstract Title:             Banks’ Counteractions against Customers’ Online CriticismDate:             June 5, 2012Institution:   School of sustainable development of society and technology, Mälardalen UniversityLevel:           Bachelor thesis in business administration, 15 ECTSAuthors:       Sara Pierre and Johanna Russo               Tutor:           Carl G. ThunmanKeywords:   Banks, social media, dissatisfaction, complaints, customer behavior, sCRM, and e-WOMPurpose:       The purpose of this thesis is to describe and analyze how, where and why customers criticize the banking sector through online platforms, how the banks choose to defend themselves and counter this criticism, and to what extent these complaints may proliferate if not dealt with. READ MORE