INTRODUCTION Background of the study In recent times‚ there has been a keen competition in the delivery of financial service or products which has resulted in financial institutions‚ especially banks‚ to developing and making use of alternative delivery channels to enhance their activities‚ increase profitability and in all‚ gain competitive advantage. These activities may include: retrieving an account balance‚ money transfers to and from a user’s accounts‚ retrieving an account history. Some
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Customer Relationship Management Relationship Marketing • All marketing activities directed towards establishing‚ developing and maintaining successful relationships. Customer Relationship Management • Comprehensive strategy and process of acquiring‚ retaining and partnering with selective customers to create superior value for the company and the customer. Importance of CRM • • • • Growing de-intermediation process Growth of the services economy Emergence of TQM/ JIT/ MRP/ ERP Advent of digital
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for reliability‚ customer service‚ and cost efficiency. To ensure it can properly manage and maintain its highly reliable operations‚ Customer Relationship Management is one of the essential segments that MTR should put an effort to accomplish. MTR Patronage Update http://www.mtr.com.hk/eng/investrelation/patronage.php Customer Segmentation and Market Focus MTR places high priority on identifying and meeting the requirements‚ expectations and preferences of its customers and the market
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Defining CRM Customer relationship management in its broadest sense simply means managing all customer interactions. In practice‚ this requires using information about your customers and prospects to more effectively interact with your customers in all stages of your relationship with them. We refer to these stages as the customer life cycle. The customer life cycle has three stages: ■ Acquiring customers ■ Increasing the value of customers ■ Retaining good customers It is a concept of understanding
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firm’/industry’s market share in the United States and global market. Data‚ efficiency‚ and customer service—these are Amazon.com’s competitive differentiators. As progressive technology advance‚ it enhances Amazon market and allows Amazon to be lauded for its recommendations engine‚ and subsequently‚ contextual purchasing capabilities‚ and of course the shopping experiences. All these factors are crucial to keep their customers coming back for more. A new research from Forrester indicates shows that 30 percent
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Mindy’s Sections Profitability BJB intends to apply a six sigma approach to improving profitability in the innovative CD changers. Using such tools provided through this approach will lead to major cost reduction and quality improvements that will result in an increase in profitability. The approach will involve measuring capability of processes to produce services and products that remain free of defect. Experts at BJB will analyze standard deviation‚ short term performance data‚ and critical
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Leading Turkish Airline Manages All Agency Activities Thanks to New CRM System Pegasus initially began using Microsoft Dynamics CRM to manage the activities of sales representatives. Thanks to its strong infrastructure‚ the company quickly expanded the area of Microsoft Dynamics use in order to manage all agency relationships and respond to unscheduled charter flight requests coming from different channels. Business Needs Pegasus is expanding its operations with each passing day‚ while investing
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Daimler Group 2012 Financial Analysis: A comparison between Daimler Group and BMW Group Abstract In this report‚ we calculate and compare the financial performance between Daimler Group and BMW Group in two financial years 2010-2011. The objective is to analyse the financial performance of both groups and identify our company’s position‚ thus suggesting the potential areas for improvement for our company. I) Introduction In this report‚ we analyse and compare the financial performance
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Financial Analysis — Game Group plc Du Xiaoshi Te n g Zhuo Li 6502042 6502091 6502216 6502144 6502334 6501543 6502740 1 Liang Pei Ta o Xuemei Yo n g y u Wu Yi Kuan Xu Executive Summary Recommendation: Do not invest in the equity of GAME Group at current stage Share Price Range Forecast Scenario Free Cash Flow to Equity Aggressive Neutral Conservati ve Expected return Neutral Prob. 0.25 0.5 0.25 1 N/A Predicted price £ 0.99 0.90 0.83 0.91 1.30 1/31/2010: £ 092 underpriced
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Synopsis CRM is short for communication relations management‚ it is a model for managing a company’s interactions with current and future customers. When a city department is contacted for help CRM infrastructure behind the answers they receive. The CRM provides calls to be routed to the right person and then follows up to confirm that action was taken. It provides a full view of a customers data by allowing a database to be created of problems and solutions‚ so that changing trends can be addressed
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