THESIS Customer Relationship Management Jens Berfenfeldt Luleå University of Technology MSc Programmes in Engineering Industrial Business Administration Department of Business Administration and Social Sciences Division of Industrial marketing and e-commerce 2010:111 CIV - ISSN: 1402-1617 - ISRN: LTU-EX--10/111--SE "If growth is what you ’re after‚ you won ’t learn much from complex measurements of customer satisfaction or retention. You simply need to know what your customers tell
Premium Customer relationship management
RSM 222 Group Assignment (Winter 2014) Pilgrim Bank (A): Customer Profitability Pilgrim Bank (A) is a case that analyzes customer profitability in a retail banking setting. It explores a business phenomenon common to the retail banking industry and‚ within this context‚ acquaints you with the types of managerial questions that can be made by data analysis. As a recently hired analyst‚ Alan Green (your group’s role) has data on a sample of customers and must make recommendations about whether
Premium Bank Retail banking
Importance of Analyzing Customer Profitability BADM 603 July 30‚ 2007 Every for-profit business has one main goal: to maximize profits by selling as much of its products or services to as many customers as possible. It seems logical to think that the more customers that a business has‚ the more profitable the company will be. However‚ business managers should also be aware that some customers are more profitable to the company than others. Managers should analyze their customers to determine those
Premium Variable cost Profit Costs
UPS in 2006 Customer Service and CRM Initiatives Case study Reference no 506-163-1 This case was written by Mridu Verma‚ under the direction of Kaushik Mukerjee‚ ICFAI Business School‚ Pune. It is intended to be used as the basis for class discussion rather than to illustrate either effective or ineffective handling of a management situation. The case was compiled from published sources. © 2006‚ ICFAI Business School‚ Pune. No part of this publication may be copied‚ stored‚ transmitted
Premium United Parcel Service
science‚technology‚travel RBC is a financial services group with operations in personal and commercial banking‚ wealth management‚ insurance‚ corporate and investment banking‚ and securities custody and transaction processing. RBC is one of the largest banks in Canada measured by assets and market capitalization and one of the North America’s leading diversified financial services companies‚ but changes in interest rate policy and regulations may affect the group’s profitability. Strengths Leading
Premium Bank Financial services
Royal Bank Canada is a financial institute that owns and operates RBC Insurance - a Canadian owned financial institute headquartered in Mississauga‚ Ontario. Operating globally‚ RBC Insurance has over 5 million clients in the United States‚ Canada‚ and in international markets. Through its operating entities‚ RBC Insurance provides a wide range of travel‚ life‚ health‚ home‚ auto‚ wealth and reinsurance‚ as well as creditor and business insurance services‚ to individual and group clients (Royal Bank
Premium Insurance
2/8/2014 Situation – The RBC Financial Group was the largest bank in terms of asset and market capitalization and a huge customer base but was not doing well in terms of profit‚ talking about the scenario of that time is Canada’s finance industries in flux from changes in banking regulations‚ many smaller banks changed their focus away from retail banking or were acquired by larger banks. Internet banking was a threat as it made a way for foreign banks to enter the domestic market. Non-traditional
Premium Bank Customer relationship management
profitable customer relationship with CRM Introduction CRM is the essential part of modern business management. CRM has received a lot of attention and come to occupy a central place as a vital strategy in organization. The ultimate purpose of CRM in any organization is to increase profit. In case of CRM this achieved mainly by providing better services to the customer than the competitors. Traditionally‚ customer service centers have always been regarded as cost centers. In the 80s‚ customer care was
Premium Customer relationship management
………………………….……………….……….………………………………...5 SWOT Analysis………..………………………….………………………..………………………….……….…5 Corporate Social Responsibility………………….…………………….………………………………………….……………….6 Quantitative Analysis………………..………………………….……………………………..………………………………..7 Financial Statements..………………………….……………………..………………………….….……….7 Ratios…………………….……………………..………………………………….……………………..…….…….8 Recommendation…….……………………..………………………………….…….………………….10 Appendix A……………..………………………………….…….…………..……………………………..……12 Appendix B………………………………
Premium Balance sheet Generally Accepted Accounting Principles Bank
representative office in Thailand? When RBC opened a representative office in Thailand in the early 1980’s‚ its ultimate goal was to obtain a full branch license. RBC felt that Thailand had the potential to become a regional financial center‚ and they certainly wanted to have an established presence in a country with this sort of opportunity. RBC also had the corporate goal of increasing the amount of its business generated from non-Canadian sources. With RBC locations in Asia already accounting for
Premium Economics Bank Balance of payments