Khoo Tech Puat in 31 May 1960. Maybank became the first bank in Malaysia‚ that computerizes its savings and current account services in October 1978‚ set up an ATM at its Ampang branch in Kuala Lumpur in September 1981‚ offer Auto phone for making customers the convenience of conducting their banking transactions and payment of selected utility bills through a computerized telephone service in September 1992‚ offer internet Banking service through its online financial portal www.maybank2u.com in June2000
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3. BSNL SERVICE 4. Customer Relationship Management ➢ MARKETING STRATERGY • Marketing Objective • Marketing Process • Social Responsibility ➢ CONSUMER SERVICE 5. Complaints Handling ➢ Complaints: A Critical Form of Communication ➢ Why is Complaints Handling Important? ➢ Complaints Management System: Management’s Role ➢ Customer Retention Strategy: Costs and
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AsiAn PAints GaininG a 360-DeGree View of the CuStomer “we don’t paint walls‚ we style them.” that catchy slogan describes a key business initiative launched several years ago by asian Paints Limited‚ india’s largest paint company. instead of simply manufacturing decorative coatings‚ the company is increasing customer satisfaction and boosting sales by engaging with customers‚ dealers‚ and other partners to provide complete home painting solutions. to achieve the necessary 360-degree view of
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social media What’s it all about? Customer Relationship Management‚ or CRM‚ is an information technology industry term for methodologies‚ strategies‚ software‚ and other web-based capabilities that help an company to organize and manage customer relationship. For instance‚ if a marketing department runs an outbound campaign‚ all of the information about the customers and the program should be retained for the sale staff to follow up on‚ the customer service representatives to answer any queries
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billion. Harrah’s is owned by Hamlet Holdings (Apollo Management and Texas Pacific Group). While Apollo and TPG own a large majority‚ Blackstone Group LP owns a minority stake in Harrah ’s. The company known as Harrah ’s Entertainment was founded on October 30‚ 1937 as a small bingo parlour in Reno‚ Nevada operated by William F. Harrah. He went on to buy ’The Mint Club ’ on North Virginia Street in downtown Reno. He ensured that his customers were very comfortable while they played bingo. He even
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Classic Airlines Problem Solution “Every company knows that it costs far less to hold on to a customer than to acquire a new one” (Gokey‚ 2002). As the commercial airline industry is changing at a rapid pace‚ Classic Airlines (CA) is faced with the challenge of delivering increased value within leaner consumer budgets. According to Plunkett Research Online‚ travel industry expenditures are decreasing and e-commerce is gradually replacing many jobs. With this report in mind‚ CA is set
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Module 7 Case Study 2: Transforming customer service for BRANZ Ltd. Abstract Porter’s value chain describes a comprehensive format of creating value within any business venture. It explains how to alter business inputs into outputs that are of greater value than the initial cost of creating the same outputs. According to Michael Porter‚ analysing the chain of activities in any organization will be of more value to the output and services compared to the summation of the cost of these activities
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understand how a bank can achieve differentiation based on a marketing approach. Two research questions will respectively examine the three additional P’s of the marketing mix (People‚ Presentation or Physical Evidence and Process) and the Customer Relationship Management as possible differentiators. To fulfill the purpose‚ we introduce an extended model of the CRM concept‚ including the three additional P’s. After an analysis‚ it is concluded that the extended model of the CRM concept is actually used
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organizations in this challenging and fast changing commercial world. Customer satisfaction is one of the main concerns for them. An effective Customer Relationship Management could be able to help a company to compete in the market‚ acquire potential customers‚ retain profitable customers‚ lower operational costs‚ and finally bring in a profit. As the largest domestic bank in Hong Kong‚ HSBC adopted the Customer Relationship Management system in order to maximize customer convenience and provide anytime‚ anywhere and anyhow banking
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On the Use of Customer Relationship Management (CRM) in the Banking Industry: A Qualitative Cross-Case Analysis between the Banks in Pakistan and the UK A thesis submitted to The University of Manchester for the degree of Doctor of Philosophy In the Faculty of Humanities 2010 Shahzeb Ali Malik Manchester Business School Contents LIST OF FIGURES AND TABLES 10 ABSTRACT 12 DECLARATION 13 COPYRIGHT STATEMENT 14 LIST OF ABBREVIATIONS 15 ACKNOWLEDGEMENTS
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