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Review of Literature

Review of Literature

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Published by: Abhinav Singh Shekhawat on Apr 24, 2011
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STUDY THE IMPACT OF CRM ON CUSTOMERS OFSELECTED BANKS OF JAIPUR CITY
Review of Literature
Krasnikov, AlexanderJayachandran, Satish KumarJournal of Marketing; Nov2009, Vol. 73 Issue 6, p61-76, 16p, 4 Charts
The impact of customer relationship management (CRM) implementation on firm performance is an issue of considerable debate. This study examines the impact of CRMimplementation on two metrics of firm performance—operational (cost) efficiency andthe ability of firms to generate profits (profit efficiency)—using a large sample of U.S.commercial banks. The authors use stochastic frontier analysis to estimate cost and profitefficiencies and employ hierarchical linear modeling to assess the effect of CRMimplementation on cost and profit efficiencies. They find that CRM implementation isassociated with a decline in cost efficiency but an increase in profit efficiency. A firm-level factor, CRM commitment, reduces the negative effect of CRM implementation oncost efficiency. The authors also find that two adoption-related factors, time of adoptionand time since adoption, influence the relationship between CRM implementation andcost and profit efficiencies. Early adopters benefit less from CRM implementation thanlate adopters. However, time since adoption improves the performance of firms thatimplement CRM. By demonstrating the different ways CRM implementation influencescost and profit measures, the study provides valuable insights to CRM researchers andmanagers.
Han-Yuh LiuInternational Journal of Management; Mar2007, Vol. 24 Issue 1, p15-32, 18p
This paper tells that Although Customer Relationship Management (CRM) is arguablethe most important area of concern to enterprises in an era of electronic commerce (EC),
 
few studies have explored it from an industry-specific perspective to develop usableaction plans. The banking industry is one of the major beneficiaries of the ‘explosion’ inCRM across all sectors of the economy, but there is an absence of information andsupport for it in Taiwan. Embracing CRM requires changes in many aspects of enterprises. This paper employs a four-strategic framework; of contact channelmanagement, enterprise-wide management, customer data management, and informationtechnology management, in its review of what constitutes best practice in the leading banks in Taiwan with respect to CRM. It is argued that if Taiwan's banking industryadopts this framework it should be able to respond effectively to the various internal andexternal challenges identified in this study as well as to develop its own CRM initiatives.
WettemannHealth Management Technology; Sep2007, Vol. 28 Issue 9, p48-50, 2p
The article discusses the advantages of implementing customer relationship management(CRM) solutions to improve healthcare provision. Several factors affect the adoption of CRM solutions, such as customer data confidentiality concerns and informationtechnology budget challenges. Many CRM vendors provide customized solutions for thehealthcare vertical market and many implementation partners provide vertical-specificexpertise in making CRM applications work in healthcare. These things also can relate in banking sector.
Peelen, Edvan Montfort,Kee Beltman, Rob Klerkx, ArnoudJournal of Strategic Marketing; Dec2009, Vol. 17 Issue 6, p453-471, 19p, 2Diagrams, 2 Charts
 
Customer Relationship Management (CRM) has attracted the attention of both marketing practitioners and researchers over the last decade. Significant progress has been made inidentifying and researching the components of CRM individually and in the design of astrategic framework. The role of CRM applications, customer information, customer interaction, customer loyalty and a customer-centric strategy has been the subject of research lately. However no comprehensive research has been conducted into the role of these CRM components in achieving CRM success across the line. Also we have yet tofind research that empirically shows evidence for the relationship between each CRMcomponent. The goal of our research is to determine the impact of CRM components oneach other and on CRM success. We will strive to do so by using explorative qualitativeresearch into CRM practitioners to formulate propositions. These propositions will in turn be tested in a quantitative analysis of data collected from 250 Dutch companies. Through building a Structural Equations Model (SEM), we determine the role and influence of thekey components of CRM on each other and on CRM success.
Koh Hian ChyeChan Kin Leong Gerry``Singapore Management Review; 2002 2nd half, Vol. 24 Issue 2, p1, 27p, 11
Advances in computer hardware and data mining software have made data miningaccessible and affordable to many businesses. Hence, it is no surprise that data mininghas gained widespread attention and increasing popularity in the commercial world inrecent years. Data mining provides the technology to analyse mass volume of data and/or detect hidden patterns in data to convert raw data into valuable information. This paper discusses the potential usefulness of data mining for customer relationship management(CRM) in the banking industry. First, the paper introduces the CRM concept andsummarizes the data mining methodology and tools. Second, it discusses the data miningliterature, particularly its applications in banks. Third, it illustrates a possible CRM

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