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Dissertations / Theses on the topic 'Customer Relationship Management Strategies'

Author: Grafiati

Published: 4 June 2021

Last updated: 25 July 2025

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1

Thejaswarup, Sathish. "Strategies for Improving the Effectiveness of Customer Relationship Management Systems." ScholarWorks, 2017. https://scholarworks.waldenu.edu/dissertations/4334.

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Many banks invest heavily in customer relationship management (CRM) system implementation and expect to increase their profitability. However, the failure rates of CRM projects are significant. The purpose of this multiple case study was to explore the strategies implemented by CRM managers in the banking industry to achieve CRM system effectiveness. CRM implementers from 1 medium and 2 large banks in Minnesota who successfully implemented CRM systems were selected. Data were collected primarily from participant interviews, websites, and social media pages. Bertalanffy's general systems theory

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McDonald, Johnny Balman. "Customer Relationship Management Strategies at Historically Black Colleges and Universities." ScholarWorks, 2017. https://scholarworks.waldenu.edu/dissertations/4233.

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Historically Black colleges and university managers lack sufficient understanding of customer-relationship management strategies to create high enrollment rates leading to increased financial stability. The focus of this qualitative single case study was to explore customer-relationship management strategies managers use to improve financial performance from historically Black colleges and universities located within the state of Georgia with a student enrollment that exceeds 2,000 students. The conceptual framework for this study was the general system theory. Data were collected using semist

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3

Berhane, Ogbamichael Hermon. "The alignment of customer relationship management (CRM) strategies with overall organizational forces and strategies." Thesis, Stellenbosch : Stellenbosch University, 2005. http://hdl.handle.net/10019.1/50466.

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Thesis (MPhil)--Stellenbosch University, 2005.<br>ENGLISH ABSTRACT: Customer Relationship Management (CRM) systems are increasingly becoming strategic business imperatives to organizations. This thesis states that many companies do fail to get the intended returns from CRM infrastructures simply because they see CRM as merely technological solutions to attracting and retaining customers while failing to see it as a business strategy and integrated into the business model or concept. In the first chapter, the review of literature about CRM, the aims, specific objectives, and methodology

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4

PORTO, ADRIANE CABRAL DA SILVA. "CRITICAL ASPECTS IN THE ADOPTION OF STRATEGIES OF CUSTOMER RELATIONSHIP MANAGEMENT - CRM: A EXPLORATÓRIO STUDY." PONTIFÍCIA UNIVERSIDADE CATÓLICA DO RIO DE JANEIRO, 2001. http://www.maxwell.vrac.puc-rio.br/Busca_etds.php?strSecao=resultado&nrSeq=2422@1.

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Nos últimos anos, testemunhamos uma explosão do mundo eletrônico - uma explosão que também é uma amostra de como os negócios irão ocorrer no futuro. As cadeias de suprimento estão sendo repensadas, os produtos e serviços reconfigurados e os modelos de negócios revistos. No entanto, enquanto os negócios eletrônicos e a Internet estão virando tudo de cabeça para baixo, um componente básico de negócios permanece constante: o relacionamento entre o fornecedor e o consumidor permanece (e sempre permanecerá) a base de construção para qualquer transação de negócios. Nesse sentido várias org

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Visagie, Hendrik J. "Relationship marketing : an evaluation of content, strategies and models applying in a monopolistic market." Thesis, Stellenbosch : Stellenbosch University, 2000. http://hdl.handle.net/10019.1/49680.

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Thesis (MBA)--Stellenbosch University, 2000.<br>ENGLISH ABSTRACT: Relationship Marketing can be defined as an ongoing process of identifying and creating new value with individual customers, and then sharing that value over a lifetime of business association. The definition incorporates a number of key concepts such as long-term commitment, open and ongoing communication, trust and interdependence, collaboration and cooperation, as well as total organisational commitment. A wide range of models and strategies describe the processes and underlying constructs and clearly distinguishes be

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6

Serar, Asia, and Loza Wanna. "Customer Relationship Management : Vad är de bakomliggande faktorerna till att olika företag misslyckas med CRM-implementering?" Thesis, Södertörns högskola, Institutionen för samhällsvetenskaper, 2013. http://urn.kb.se/resolve?urn=urn:nbn:se:sh:diva-19315.

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Syfte: Syftet med studien är att undersöka och analysera hur företag implementerar CRM i avsikt att identifiera de bakomliggande faktorerna till att företag misslyckas med en CRM implementering. Teorier: CRM som process, Implementeringsstrategier, Implementeringsmodell Metod: Kvalitativ studie som består av fyra semi-strukturerade intervjuer med olika företag. Empiri: Består av fyra intervjuer med CRM-ansvariga från respektive företag Slutsats: Om företaget förstår och tar hänsyn till alla faser i CRM implementering, och generellt anser att alla faser är lika viktiga då alla delar går ihop, le

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Cohen, Howard. "The use of strategies to promote and market products and services online as well the use of customer relationship management to attract and retain customers." Thesis, Port Elizabeth Technikon, 2003. http://hdl.handle.net/10948/270.

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The Internet has provided marketing with many new tools and given old tools new or improved meanings. The Net poses tremendous challenges for scholars in many lines of research, from usability studies and consumer behaviour research to marketing and advertising research. Because the World Wide Web (the Web) presents a fundamentally different environment for marketing activities than traditional media, conventional marketing activities are being transformed, as they are often difficult to implement in their present form. This means that in many cases these marketing activities have to be recons

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Jackson, Daniel Lee. "Strategies for Insurance Agency Managers to Retain Customers and Improve Revenue." ScholarWorks, 2018. https://scholarworks.waldenu.edu/dissertations/4924.

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The cost of creating new property and casualty insurance accounts is much greater than the costs associated with sustaining current accounts. Property and casualty insurance agency managers lack strategies to retain customers, the retention of whom has been found to improve revenue. The purpose of this qualitative case study was to explore strategies for insurance agency managers to retain customers and improve revenue. The population used for the study was 4 insurance agency managers in the Northeastern United States. The conceptual framework was customer relationship management, which is a t

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Van, Tonder Francois Petrus. "Customer relationship management from the perspective of a trackless mining equipment maintenance organisation / Francois Petrus van Tonder." Thesis, North-West University, 2008. http://hdl.handle.net/10394/4195.

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This study deals with Customer Relationship Management (CRM) of a department of an Original Equipment Manufacturer (OEM) of trackless mining equipment. The study was done from the service deliverer's perspective. The aim of the study was to determine an effective Customer Satisfaction Index (CSI) in order to assist the OEM to deliver superior satisfaction to its customers in the Aftermarket service delivery environment. It also aims to determine what the OEM needs to do to meet the customers' demands in order to develop a meaningful relationship for both the customer and the service provider.

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Shaikh, Rehan. "Mobile CRM (mCRM) : A CASE STUDY OF MOBILE CRM STRATEGIES." Thesis, KTH, Skolan för informations- och kommunikationsteknik (ICT), 2015. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-177536.

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Mobile technology has evolved drastically over the years, and so has the customer’s perception of and expectations on mobile services. Mobile phones have become the essential part of customer’s life style and they expect consumer services to be available on mobile phone. In this saturated market, providing better customer experience through the channel preferred by customers is as important as selling the actual product or services. In the quest to retain existing customers as well as attracting new, companies are developing innovative mobile customer relationship management (mCRM) strategies

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Bártová, Petra. "CRM ve strategii mezinárodní firmy." Master's thesis, Vysoká škola ekonomická v Praze, 2011. http://www.nusl.cz/ntk/nusl-142178.

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This diploma thesis is devoted to evaluation of the importance of CRM (Customer relationship management) in the strategy of a large international company. Specifically, it concentrates on the assessment of barriers as well as advantages which accompany the CRM implementation process into the existing corporate structures. The analytical section of this diploma thesis is patterned on various definitons of the term "CRM" and also deals with partial aspects of CRM and with its relationship to marketing and business processes within the company. The practical section explores the situation in the

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Wong, Sam I. "Assessing the mediating mechanism of relationship quality in customer relationship management of mobile network service in Macau." Thesis, University of Macau, 2008. http://umaclib3.umac.mo/record=b1874098.

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Pereira, Lídia Maria dos Santos. "CRM na relação com o munícipe: estudo de caso." Master's thesis, Instituto Politécnico de Setúbal. Escola Superior de Ciências Empresariais, 2017. http://hdl.handle.net/10400.26/17775.

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Dissertação apresentada para cumprimento dos requisitos necessários à obtenção do grau de Mestre em Sistemas de Informação Organizacionais<br>A constante expectativa de satisfação das necessidades dos munícipes enquanto cidadãos locais nas mais variadas vertentes da vida social de um concelho conduz á necessidade de ter uma visão 360º sobre o municipe, conhecer as motivações que o levam ao contacto com a autarquia, qual o grau de satisfação ou insatisfação, quais os seus gostos preferenciais, de forma a proceder à Gestão do Conhecimento do Cliente. O objetivo geral deste estudo de caso é o

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Donoso, Claudio Torres. "Tools for Strategy Development Suitable for Startups with Focus on Online Platforms : Case Study of the ICT4MPOWER Group." Thesis, KTH, Skolan för informations- och kommunikationsteknik (ICT), 2012. http://urn.kb.se/resolve?urn=urn:nbn:se:kth:diva-98679.

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Business, organizational and information systems strategies are part of the process of turning an idea into an operating organism. This process can be easy or complicated depending on many factors; however its importance cannot be underestimated. This thesis presents a case study performed in order to show how to develop strategies using easy-to-use models and methods collected from literature researches. The result is a basic guide, for the ones that are thinking about developing their strategies, using the case as example.<br>Affärs-, organisations- och informationssystemsstrategier är en de

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Perna, Andrea. "Il ruolo del customer relationship management nelle strategie di business marketing: il caso del gruppo Loccioni." Doctoral thesis, Università Politecnica delle Marche, 2009. http://hdl.handle.net/11566/242400.

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Biglari, Bahram, and Nael Haidari. "Road to Sustainable Integration : Supported by Strategic Management Accounting and Control Process." Thesis, Linnéuniversitetet, Institutionen för ekonomistyrning och logistik (ELO), 2019. http://urn.kb.se/resolve?urn=urn:nbn:se:lnu:diva-90144.

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Purpose; this thesis is purposed to investigate Strategic Management Accounting and Control process in supporting Sustainable Integration between Strategic Supplier Relationship Management processes and Strategic Customer Relationship Management processes. Methodology; based on the purpose, the study has conducted a literature review of presenting theories to define Sustainable Integration, Strategic Management Accounting and Control process, Strategic Supplier Relationship Management process, and Strategic Customer Relationship Management process. Furthermore, the study defined how Sustainabl

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Burnside, Lisa Marie. "Strategies to Attract and Retain Customers for U.S. Private Country Clubs." ScholarWorks, 2018. https://scholarworks.waldenu.edu/dissertations/5834.

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The decline in the number of customers in the private country club (PCC) industry in the United States is causing a reduction of revenues, which inhibits the sustainability of the clubs. The purpose of this multiple case study was to explore marketing innovation strategies (MIS) that Arizona PCC managers used to attract and retain customers successfully. Relationship marketing theory was the conceptual framework; key constructs of the theory include customer loyalty, service quality, experience satisfaction, trust, and communication. The study explored successful MIS that PCC managers have use

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Lao, Lai Lai. "Service quality and its relationship with customer behavioral intentions in Macau electricity industry : case of CEM." Thesis, University of Macau, 2004. http://umaclib3.umac.mo/record=b1636739.

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Carvalho, Carlos Jorge Henriques de. "Adequação da estratégia de CRM de Payne e Frow a bancos privados de média dimensão." Master's thesis, Instituto Superior de Economia e Gestão, 2009. http://hdl.handle.net/10400.5/1625.

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Mestrado em Marketing<br>O CRM é a ferramenta de gestão com o crescimento mais acelerado da última década. Captou investimentos de $462 mil milhões em 2007. O sector financeiro é o mais avançado na sua adopção. Esta investigação tem como objectivos encontrar uma definição precisa de CRM, elencar falhas na sua implementação e avaliar, através de métodos quantitativos, concordâncias, percepções e atitudes quanto à adequação do Modelo Estratégico e de Implementação do CRM, de Payne e Frow, ao negócio da banca privada de média dimensão. O trabalho conclui que este modelo é entendido como adequado

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Marešová, Veronika. "Návrh komunikační strategie jazykové školy Jipka Butovice." Master's thesis, Vysoká škola ekonomická v Praze, 2011. http://www.nusl.cz/ntk/nusl-72934.

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The objective of the diploma thesis is to draw up the proposal for a communication strategy for the Jipka Butovice language school. A comprehensive analysis of marketing communication costs through the partial breakdown of costs for individual communication disciplines is applied as the working method. The partial objective is to create a comprehensive overview of the structure and the development of marketing costs within the monitored period. By analyzing the characteristics of the language school students, their satisfaction and loyalty and by analysing the discounts offered, the satisfacti

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Urbančík, Marcel. "CRM a jeho využití v marketingovém pojetí firmy Vodafone Czech Republic a.s." Master's thesis, Vysoká škola ekonomická v Praze, 2010. http://www.nusl.cz/ntk/nusl-76186.

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This Diploma Thesis deals with the CRM system in the marketing concept of the multinational company Vodafone Czech Republic plc. The aim was to evaluate the system operation and implementation of sales strategies with respect to the customer. The basic hypothesis of the project was the question of whether the firm is managed by its customer, or whether the firm is in tow of its client. This work assesses theoretical approaches and marketing strategies focusing on the practical application of the strategy in the czech branch of the Vodafone plc. in relation to customers. This thesis has a proac

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Ševčík, Michal. "Nastavení a reorganizace firemní strategie." Master's thesis, Vysoké učení technické v Brně. Fakulta podnikatelská, 2011. http://www.nusl.cz/ntk/nusl-222901.

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Diplomová práce představuje konkrétní společnost z oblasti fitness, analyzuje její mikro a makrookolí a dynamiku daného průmyslu. Zaměřuje se na možnost aplikace strategie zahraničního partnera na místní trh včetně analýzy strategie řízení vztahů se zákazníky. Obsažená data získaná průzkumem trhu poslouží jako základ pro danou strategii.

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Otčenášková, Petra. "Řízení vztahu se zákazníky." Master's thesis, Vysoká škola ekonomická v Praze, 2015. http://www.nusl.cz/ntk/nusl-201830.

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The Master's Thesis deals with Customer Relationship Management. The aim is to describe and analyze the CRM in a particular company and make suggestions for improvement. The Master's Thesis is divided into two parts, theoretical and practical. The theoretical part explains the theoretical knowledge of CRM. In the practical part is described and analyzed the mode of operation of the company T-Mobile with a focus on CRM. Theoretical basis is based on the available literature and other information sources. The practical part is based on interview with the company employee, customers and internal

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Rychlovský, Tomáš. "Návrh na zlepšení marketingové strategie fitness centra." Master's thesis, Vysoké učení technické v Brně. Fakulta podnikatelská, 2007. http://www.nusl.cz/ntk/nusl-221402.

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The main aim of this thesis is to find out the satisfaction of visitors with services of Fitness centre and to suggest some measures, which should bring not only growth of satisfaction to visitors, but also growth of their number.

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Körhan, Oktay, and David Sjögren. "Digital CRM och kundlojalitet inom B2B : Ger ökad tillgång till kundinformation ökad lojalitet?" Thesis, Uppsala universitet, Företagsekonomiska institutionen, 2018. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-354816.

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Kundlojalitet är ett mål för många företag som medför såväl utmaningar som potentiella konkurrensfördelar. I syfte att förbättra kundrelationer och därigenom öka kundlojaliteten har konceptet CRM (Customer Relationship Management) vuxit fram. Denna uppsats undersöker hur digitalt insamlad kundinformation används och integreras i CRM-strategier och CRM-system samt det eventuella sambandet mellan mängden kundinformation och graden av kundlojalitet. Undersökningen genomfördes genom intervjuer med två företag som är verksamma inom B2B-försäljning. Utöver företagens ledare och säljare intervjuades

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Nguyen, Huy. "Aplikace fuzzy logiky na podporu řízení vztahů se zákazníky." Master's thesis, Vysoké učení technické v Brně. Fakulta podnikatelská, 2016. http://www.nusl.cz/ntk/nusl-234395.

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Diplomová práce se zaměřuje na aplikace fundamentálních princip Fuzzy logiky na předvídání vybraných zákazníků pro kampaně přímého marketingu se zahrnutím fuzzy metody. Fuzzy model je navržený pro výběr zákazníků, kteří by měli být cíleni prodej předplatného schématu. Kritéria výběru jsou formulovány na bázi klientova zůstatku, věku a ročního přijmu. Postup fuzzy logiky je použit na zaměření specifických zákazníků pro předplatné produktu.

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Cihlářová, Kateřina. "Návrh systému CRM pro společnost KONZULTA Brno, a. s." Master's thesis, Vysoké učení technické v Brně. Fakulta podnikatelská, 2013. http://www.nusl.cz/ntk/nusl-223796.

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This thesis focuses on the problematics of CRM system solution for the public limited company KONZULTA Brno. It assesses the current condition and proposes effective solutions for the database systems for the company KONZULTA Brno, plc.

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Carlsson, Ricky, and Alexander Vilhelmsson. "Nej tack till onödig reklam! : En studie om riktad marknadsföring via Big Data från ett konsumentperspektiv." Thesis, Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, 2021. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-176771.

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Title: No thanks to unnecessary advertising! -A study on targeted marketing via Big Data in a consumer perspective Authors: Ricky Carlsson and Alexander Vilhelmsson Supervisor: Anders Parment Key words: Targeted marketing, Big Data, Customer segmentation, Buying process, Integrity concern, Customer relationship management, Marketing communication, Strategic management, Big Data management, Online Behavioural Targeting Introduction: In a world that is globalizing and where digital development is advancing, companies have had to adapt. In recent times with the increasingly more digital world, te

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Stettler, Roger. "Marktorientierte Strategien im Private Banking : Standardisierte versus individualisierte Betreuungskonzepte /." Table on contents, 2008. http://aleph.unisg.ch/hsgscan/hm00231764.pdf.

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Spencer, Robert. "Strategic management of customer relationships a network perspective on key account management /." Uppsala : Företagsekonomiska institutionen, Uppsala universitet, 2005. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-4782.

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Maňáková, Helena. "Kritéria úspěchu CRM ve formě SaaS v ČR." Master's thesis, Vysoká škola ekonomická v Praze, 2008. http://www.nusl.cz/ntk/nusl-15817.

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Customer relationship management includes all the sophisticated methodologies. It is a comprehensive way to manage the relationships which company has with its customers. There is a fierce competiton between companies, small businesses have to compete on equal terms with large organizations. This situation leads to discussion about customer oriented approach and diligence to prevent the loss of customer portfolio. Increase in the knowledge of customers is a key point of success. Information technology boosts customer relationship management. Companies face expensiveness of technologies and the

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Simmons, Robert Lee. "The Relationship Between Customer Relationship Management Usage, Customer Satisfaction, and Revenue." ScholarWorks, 2015. https://scholarworks.waldenu.edu/dissertations/1451.

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Given that analysts expect companies to invest $22 billion in Customer Relationship Management (CRM) systems by 2017, it is critical that leaders understand the impact of CRM on their bottom line. The purpose of this correlational study was to investigate potential relationships between the independent variables of customer satisfaction and CRM utilization on the dependent variable of business revenue. The service-profit chain formed the theoretical framework for this study. The study population included 203 service branches for an industrial equipment manufacturer in North America. The servic

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Arndt, Oliver H. "Fähigkeiten im Customer Relationship Management /." Bamberg : Difo-Druck, 2009. http://aleph.unisg.ch/hsgscan/hm00264325.pdf.

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Voss, Julian. "Customer-Relationship-Management im Agribusiness." Göttingen Sierke, 2008. http://d-nb.info/989845397/04.

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Suárez, Néstor Mauricio. "Estrategia CRM (Customer Relationship Management)." Master's thesis, Universidad Nacional de Cuyo. Facultad de Ciencias Económicas, 2011. http://bdigital.uncu.edu.ar/4481.

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Realizar una propuesta metodológica que permita analizar, diseñar e implementar una estrategia CRM en las empresas de servicios públicos de Mendoza.<br>Fil: Suárez, Néstor Mauricio. Universidad Nacional de Cuyo. Facultad de Ciencias Económicas.

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Дядечко, Алла Миколаївна, Алла Николаевна Дядечко, Alla Mykolaivna Diadechko, and G. Shaban. "Customer relationship management (crm) strategy." Thesis, Вид-во СумДУ, 2009. http://essuir.sumdu.edu.ua/handle/123456789/16796.

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Arndt, Dirk. "Customer-information-Management ein Referenzmodell für die Informationsversorgung im Customer-Relationship-Management." Göttingen Cuvillier, 2008. http://d-nb.info/98980853X/04.

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Leonard, Delores Leonard. "Exploring Customer Service Through Hospital Management Strategies." ScholarWorks, 2017. https://scholarworks.waldenu.edu/dissertations/3700.

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Patient demand for a better quality of healthcare and services has increased as insurance companies have decreased payments to hospitals. The purpose of this qualitative single exploratory case study was to explore hospital managers' strategies to improve customer service. Data were gathered from semistructured interviews with 5 hospital managers who implemented customer service strategies in their hospital systems, hospital policy and procedure documents, and qualitative data from the Consumer Assessment of Healthcare Providers and Systems Hospital Compare website. Expectation-confirmation th

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Greve, Goetz. "Erfolgsfaktoren von Customer-Relationship-Management-Implementierungen /." Wiesbaden : Deutscher Universitäts-Verlag, 2006. http://dx.doi.org/10.1007/3-8350-5705-7.

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Hedin, Magnus, and Niklas Sjöblom. "Customer Relationship Management och dess implementeringsproblem." Thesis, Uppsala University, Department of Business Studies, 2005. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-7574.

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Felix, Amoah. "Customer relationship management practiced by KOSAB." Thesis, Nelson Mandela Metropolitan University, 2011. http://hdl.handle.net/10948/d1008046.

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Customer relationship management (CRM) presents a new paradigm shift to the old traditional marketing strategies that are known and practiced by many organisations in South Africa and across the globe. Competition is not an excuse for failure anymore. Organisations that do not have any concrete strategies in dealing with the customer will not survive in the market. The ultimate goal of CRM is to enable organisations to forge closer ties with the customer so that a solid bond can be created to enhance loyalty and satisfaction. The goal for this research was to identify the CRM strategies used b

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Rentzmann, René. "Text mining im Customer-relationship-Management." Hamburg Kovač, 2007. http://d-nb.info/987473808/04.

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Rentzmann, René. "Text Mining im Customer Relationship Management /." Hamburg : Kovač, 2008. http://www.verlagdrkovac.de/978-3-8300-3510-7.htm.

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Greve, Goetz. "Erfolgsfaktoren von Customer-Relationship-Management-Implementierung." Wiesbaden : Deutscher Universitäts-Verlag, 2006. http://www.gbv.de/dms/zbw/510620310.pdf.

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Wong, Ka-kuen, and 黃嘉權. "Stochastic models for customer relationship management." Thesis, The University of Hong Kong (Pokfulam, Hong Kong), 2004. http://hub.hku.hk/bib/B30289968.

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Ligthelm, Verina. "Customer relationship management solutions in organisations." Thesis, Stellenbosch : Stellenbosch University, 2002. http://hdl.handle.net/10019.1/52753.

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Thesis (MBA)--Stellenbosch University, 2002.<br>ENGLISH ABSTRACT: "Globally, businesses invested about $8 billion in hardware, software and external services in 1999 to design and implement eCRM solutions. And these investments will grow to over $38 billion by 2003. We also see that it is happening everywhere from New York City to Sydney and Frankfurt to Seoul and Rio de Janeiro." Stanley A. Brown (2000:xiii). The ever-changing global environment brings new challenges and opportunities to the business environment. These rapid changes in the marketplace force companies to reconsider th

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Hou, Pingyu. "Customer relationship management for banking system." CSUSB ScholarWorks, 2004. https://scholarworks.lib.csusb.edu/etd-project/2635.

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The purpose of this project is to design, build, and implement a Customer Relationship Management (CRM) system for a bank. CRM BANKING is an online application that caters to strengthening and stabilizing customer relationships in a bank.

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Lowther, Dwain Eldred. "Customer relationship management: A financial perspective." CSUSB ScholarWorks, 2004. https://scholarworks.lib.csusb.edu/etd-project/2694.

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This paper focuses on methods for financial institutions to perform precise customer level analysis to anticipate customers' evolving financial needs and maximize the lifetime value of each customer relationship. The paper proposes software packages that analyze customer relationship management from a financial perspective.

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Guo, Qingyu. "Strategies of Customer Relationship Profitability in Retail Banking." Thesis, Karlstad University, Division for Business and Economics, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-4598.

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<p>The thesis aims to explore the strategies or tactics which make the retail banking profit from customer relationship. Through analyzing RR (relationship revenue) and RC (relationship cost), the report gets the strategies or tactics for the profitability in customer relationship base (CRP - customer relationship profitability).Relationship is the basis for the customer between the retail banking. The stable and sound long-term relationship makes retail banking profit RR (relationship revenue) from it. And in the same time to maintain and enhance customers‘ relationship will incur RC (relatio

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Maggon, Mohita. "Customer satisfaction, relationship share and customer attitude in context of customer relationship management: a study of Indian hotels." Thesis, IIT Delhi, 2016. http://localhost:8080/iit/handle/2074/7230.

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