Evaluating of CRM in Banking Sector: A Case Study on Employees of Banks in Konya
Küçük Resim Yok
Tarih
2014
Yazarlar
Dergi Başlığı
Dergi ISSN
Cilt Başlığı
Yayıncı
ELSEVIER SCIENCE BV
Erişim Hakkı
info:eu-repo/semantics/openAccess
Özet
Customer relationship management approach is mainly a process. In order to realize this process some elements are required. In this process business apply CRM in four stages: Identification, Differentiation, Interaction and Customization. The aim of this study is to make an attempt the CRM practices in the context of banking services. Hereby this study has been conducted in the branches of banks, which give individual/commercial services in Konya, applying the Customer Relations Management. Surveying method has been used in order to collect data. The employees of these banks who work in the sales and marketing department of the branches participated in the survey. Finally the results and suggestions related to the analysis results have also been introduced in the study. (C) 2014 The Authors. Published by Elsevier Ltd. Selection and peer review under responsibility of Organizing Committee of BEM 2013.
Açıklama
2nd World Conference on Business, Economics and Management (BEM) -- APR 25-28, 2013 -- Antalya, TURKEY
Anahtar Kelimeler
Banking sector, customer relationship management, employee
Kaynak
2ND WORLD CONFERENCE ON BUSINESS, ECONOMICS AND MANAGEMENT
WoS Q Değeri
N/A
Scopus Q Değeri
Cilt
109
