Essays about: "customer relationship management in bank thesis"
Showing result 1 - 5 of 11 essays containing the words customer relationship management in bank thesis.
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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 institutionenAbstract : 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
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2. 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 HandelshögskolanAbstract : 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
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3. Relationship Management in the Banking Industry : The Use of Facebook
University essay from IHH, EMM (Entreprenörskap, Marknadsföring, Management)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
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4. Banks' Counteractions against Customers' Online Criticism
University essay from Akademin för hållbar samhälls- och teknikutvecklingAbstract : Abstract Title: Banks’ Counteractions against Customers’ Online Criticism Date: June 5, 2012 Institution: School of sustainable development of society and technology, Mälardalen University Level: Bachelor thesis in business administration, 15 ECTS Authors: Sara Pierre and Johanna Russo Tutor: Carl G. Thunman Keywords: Banks, social media, dissatisfaction, complaints, customer behavior, sCRM, and e-WOM Purpose: 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
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5. Employees’ Perception of the Role of Communication with Customers in Service Encounters
University essay from IT-universitetet i Göteborg/Tillämpad informationsteknologiAbstract : 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