Executing A Customer Relationship Management Programme In An Emerging Market: An Empirical Approach
Journal Title: Manager Journal - Year 2013, Vol 17, Issue
Abstract
Retail financial services in all markets, including emerging markets, are undergoing major transaction, driven by change, deregulation and customer sophistication. Customer service and specifically relationship management in particular, are crucial to attaining a sustainable competitive advantage in the marketplace. The execution of a one- to- one programme within an emerging economy is the focus of this paper, specifically in the financial services environment. The steps in the execution of customer relationship management (CRM) as proposed by Peppers, Rogers and Dorf (1999b) are examined and the effect on customer service in an emerging market is investigated. The findings indicates that there are positive associations with these steps and customer service.
Authors and Affiliations
Akinyele Samuel Taiwo, Olorunleke Kola
Keywords
Related Articles
- EP ID EP442608
- DOI -
- Views 75
- Downloads 0
The relation between the substantial law and procedural law in defending subjective rights and legitimate interests
Taking into account that the Romanian Constitution mentions the "state of law" and "constitutional democracy", concomitantly specifying the essential values- human dignity, citizens' rights and freedoms, the free develop...
The economic scientific research, a production neo-factor
The scientific research represents a modern production neo-factor that implies two groups of coordinates: preparation and scientific research. The scientific research represents a complex of elements that confer a new or...
System of Rewards - Instrument of Fundamental Human Resource Management
Although not the only nor the most important factor of human motivation, reward remains one of the oldest visible, direct and rapid tools for behavioral targeting to work towards a convergence of individual objectives wi...
Dealing With The Shadow Economy In Terms Of Innovation And Creativity
The shadow economy, perceived herein as reflecting the monetary transactions unreported to the related authorities, thereby being “exempted” from the payment to the same of the related taxes, represents a key issue affec...
LEADERSHIP IN XXI CENTURY
Current leadership is different from the one belonging to the last century’s society, and in the future, it will certainly be different from today. The difference is not one that relates to the philosophy and physiognomy...