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Showing result 6 - 10 of 13 essays matching the above criteria.

  1. 6. Employees’ Perception of the Role of Communication with Customers in Service Encounters

    University essay from IT-universitetet i Göteborg/Tillämpad informationsteknologi

    Author : Anh Hoang; [2011-09-08]
    Keywords : Communication; Organizational Communication; Customers service communication; Employees-Customers communication; Interpersonal communication; Emotional labor; Feedback;

    Abstract : Communication is one of the most important perspectives in service encounters. Communication is a connection between service employees and customers that could help them to interact, to understand and to establish relationships. In service organizational context, service representatives play a critical role in customer service communication. READ MORE

  3. 7. Identify the Critical Success Factors of CRM Implementation : A study on Chinese Commercial Bank

    University essay from KTH/Skolan för informations- och kommunikationsteknik (ICT)

    Author : Sijie wang; [2011]
    Keywords : ;

    Abstract : The demand from the customer and pressure from the competitive market drive most of the Chinese commercial banks either on their way to implement the CRM systems or they are positively looking for the opportunity to integrate the CRM as an indispensable part of their business strategy in the next few years to come. Customer Relationship Management originated and prevailed among western companies, it has already spread in many East Asian countries, such as: Japan, Korean and China. READ MORE

  4. 8. Customer Loyalty: A case study of a local bank in Sweden

    University essay from Internationella Handelshögskolan

    Author : Sara Fransson; Karolina Lahdeaho; Therese Skoglund; [2011]
    Keywords : Customer loyalty; Relationship marketing; Complaint management; Service quality; Kundlojalitet; Relationsmarknadsföring; klagomålshantering; servicekvalitet;

    Abstract : Background: The financial services industry is a highly competitive and fragmented market. Firms are realizing the need and advantage of retaining customers rather than only focusing on acquiring new customers. Managers should focus on increasing customer satisfaction and communication levels as well as providing higher service quality. READ MORE

  5. 9. CRM system benefits : A case study of banking sector

    University essay from Akademin för hållbar samhälls- och teknikutveckling

    Author : Adnan Murrawat; Foroozan Nasershariati; [2011]
    Keywords : ;

    Abstract : Seminar Date: 05-11-2011 Level: Master Thesis in Information Technology Management,   15ECTS Institution: School of Sustainable Development of Society and Technology, Malardalen University Authors: Adnan Murrawat Khan [amt1001]         Foroozan Nasershariati [fni10002]                                              Title: CRM system benefits, a case study of banking sector Supervisor: Dr Ole Liljefors Problem statement: Customer relationship management (CRM) systems have been adopted to have better relationships with customers by having detailed knowledge of their requirements through using different information technologies. Implementing CRM systems correctly can provide many of benefits both for the customers and to the business as well. READ MORE

  6. 10. Bank’s Money Transfer Service in Sweden : Qualitative study of Swedbank, Nordea and Handelsbanken

    University essay from IHH, EMM (Entrepreneurskap, Marknadsföring, Management)

    Author : Quang Luong; Yulia Kristensson; [2008]
    Keywords : Money Transfer Service; Customer Relationship Management; Customer Relationship Communication; Diaspora; Service Management; Remittance; Utlands betalningar; Betala utomlands; Kundrelationer och Kundkommunikation; Diaspora; Kundservice hantering och Remissa;

    Abstract : The flows of money from Diasporas or immigrants to their countries of origin (i.e. remit-tance) have become a more and more important source of income for their families and relatives in their home countries. ‘Remittances are the largest source of external financing in many poor countries. READ MORE