Customer relationship management thesis
Customer Relationship Management (CRM) is one of the strategies currently being used by the banks to respond against market competition. This Thesis deals with the state of Customer Relationship Management (CRM) in companies and the opportunities that are offered by these. Making their employees satisfied is also a vital factor in building good customer relationship On the other hand, the concept of the Customer Relationship Management is to maintain a coordinate relationship with the customers. Sobotie and Oduro-Senya (2009) indicated limited revision of literature on CRM in Ghana , 602 Customer relationship with McDonald has been more friendly. The study report analyses the benefits of a good customer service and the relationship management in achieving the customer satisfaction Tounderstand more in customer relationship management, we first need to understand threecomponents which are customer, relationship and their management. The overall purpose is more specifically defined with three outlined research questions. Customer Relationship Management (CRM) Implementation within the Banking and Mobile Telephony Sectors of Nigeria and South Africa. According to Peter Keen (2009), we are on the threshold of a shift from a transaction-based economy to a relationship-based economy. Customer Relationship Management (CRM) has a massive influence in the service sector, to win and hold customers for long-term efficiency. According to Payne and Frow, (2005) Customer Relationship Management (CRM) is defined as a strategic approach concerned with creating improved shareholder value through the development of. We will begin by briefly discussing the background of Customer Relationship Management followed by the problem discussion and overall purpose of the study. Moreover, this thesis studies the factors that influence customer satisfaction and loyalty.. It describes a strategy that makes the customer the prime focus of an organization’s activities, processes as well as culture. The study report analyses the benefits of a good customer service and the relationship management in achieving the customer satisfaction Customer Relationship Management (CRM) is one of the strategies currently being used by the banks to respond against market competition. CRM relationship proclaims the importance of enhancing customer loyalty and commitment. The objective of this thesis was to find out how a good customer service and relationship management could be essential to the customer satisfaction and the growth of the organisations. In this study, we review literature on Customer Relationship Management (CRM), focusing specifically on the impact of the CRM on customer satisfaction and customer loyalty. Customer Relationship Management (abbreviated CRM) is a business approach that helps to manage relationships with customers by focusing on customer retention and strengthening. The outcome of the research showed that the case company should concentrate on customer satis- faction by improving on their customer relationship management and improving on the quality of their services. It is a set of interactive processes that aim to achieve the. CRM can help the company to identified, acquire, satisfy and retain profitable customers from existing customer base. To overcome these points at first companies need to be customer-focused their sales force need to be able to create trust with customers.. Customer relationship management can be described as customer relationship management thesis a business philosophy. Bachelor's thesis 59 customer relationship management thesis pages, appendix 4 pages. The purpose of this thesis was to study customer relationship managemenin a t tourism company. Today, many businesses such as banks, insurance companies, and other serviceproviders realize the importance of. These components are discussed below. The have responded to their interests and have strived to bring the products to the customers. Management practice and banking customer relationship management performance situation. Considering that the markets are changing dynamically and products are easily. Customer relationship management in e-Business. Customer Relationship Management in a customer relationship management thesis Tourism Company. Customer Relationship Management (CRM) is the approach and the process that an organization chooses to adopt and implement in order to maintain customer loyalty amongst current customers and to attract in prospective customers. To maintain these customers, customer relationship management is the bond that keeps them together to improve business relationships with customers better, specifically focusing on their satisfaction. The motivation for this thesis results from the request to classify the value of CRM. The aim was to provide external insights of the operations to Lomalinja Oy Tampere which ,was chosen as the case company. Complaints such as unhealthy food compositions has seen McDonald changing their products or creating new one that have low fats or sugar and nutritious The tool to decrease the customer defection rate is customer relationship management (CRM). Furthermore, we want to do a research on how far a CRM-System is able to support and improve company processes. To make these two variable successful all the companies depending upon the nature of the business apply the source of communication.