scholarly journals Banking Management System Using Salesforce

2022 ◽  
Vol 11 (1) ◽  
pp. 1-3
Author(s):  
Anup Bhange ◽  
Shreya Choudhary ◽  
Damini Shrikhande ◽  
Dipali Sharma ◽  
Khusbhoo Jain ◽  
...  
Keyword(s):  
Customer Relationship Management ◽  
Cost Effective ◽  
Internet Banking ◽  
Customer Relationship ◽  
Mobile Banking ◽  
Effective Mechanism ◽  
Automated Teller Machines ◽  
Customer Expectation ◽  
Banking Business ◽  
Delivery Channel

It is felt that Modern Banking has become wholly customer – driven and technology driven. During the last decade, technology has been dramatically transforming the banking activities in India. Driven by challenges on competition, rising customer expectation and shrinking margins, banks have been using technology to reduce cost. Apart from competitive environment, there has been deregulation as to rate of interest, technology intensive delivery channel like Internet Banking, Tele Banking, Mobile banking and Automated Teller Machines (ATMs) etc. have created a multiple choice to user of the bank. The banking business is becoming more and more complex with the changes emanating from the liberalization and globalization. For a new bank, customer creation is important, but an established bank it is the retention is much more efficient and cost effective mechanism. Customer Relationship Management (CRM) would also make Indian bankers realize that the purpose of their business is to create and keep a customer and to view the entire business process as consisting of Highly Integrated effort to discover, create and satisfy customer needs. But it is surprising to note that much of the activities of the banking and financial remain focused on customer creation not retention.

scholarly journals Antecedents of E-Banking Services by Customers for the Selected Commercial Banks in Sylhet, Bangladesh

2016 ◽  
Vol 9 (1) ◽  
pp. 47
Author(s):  
Mohammad Zahed Hossain
Keyword(s):  
Mobile Apps ◽  
Age Groups ◽  
Cost Effective ◽  
Internet Banking ◽  
Demographic Variables ◽  
Online Banking ◽  
Primary Data ◽  
Mobile Banking ◽  
Chi Square ◽  
Banking Services

<p>This study is conducted to identify customers view regarding cost effectiveness, time savings and security of different types of e-banking products like online banking, ATM banking, internet banking, mobile banking and telephone banking. E-banking is the alternative delivery channels that banks adopted for providing efficient banking services through the help of internet, computers, mobile phone etc. Banks’ customers were considered as population and primary data were collected through questionnaire. Descriptive statistics and Chi-square test were used for analyzing the data. The results indicated that customers prefer ATM banking services most, next to follow mobile banking and online banking. The customers believed that all types of e-banking products save time and except telephone banking others types of e-banking products were secured. Online banking and ATM banking services were not considered as cost effective. Analysis indicated no relationship between online banking and different demographic variables. ATM banking services was highly influenced by most of the demographic variables whereas internet banking, mobile banking and telephone banking influenced by few demographic variables i.e. age groups, education level, and monthly income. The results help banks to develop varieties of e-banking products and formulate strategies by considering the demographic characteristics of the customers. Customers expect more users friendly e-banking products along with diversify features and suggested to develop latest e-banking products like mobile apps based banking for ensuring long term customers relationship, attracting potential customers and keeping existing customers that may ensure consistent growth and profit as well.</p>

Electronic Customer Relationship Management (E-CRM) Practices of Micro, Small, and Medium Scale Enterprises in Ghana

2015 ◽  
pp. 72-94
Author(s):  
Rebecca Baah-Ofori ◽  
George Kofi Amoako
Keyword(s):  
Social Media ◽  
Customer Relationship Management ◽  
Relationship Management ◽  
Cost Effective ◽  
Customer Relationship ◽  
Medium Scale ◽  
Social Media Platforms ◽  
Share Information

This book chapter is aimed at finding out how SMEs in Ghana employ electronic customer relationship management (E-CRM) to improve their business performance.Case studies were used and five companies were selected and their managers interviewed. The study found that there is a growing awareness among SME owners about social media platforms. It also found that SME owners use such platforms for marketing and e-CRM purposes. The most reported social platforms used for e-CRM were found to be Facebook, WhatsApp and Instagram. Regarding the effectiveness of these platforms for marketing and e-CRM, the SME owners interviewed intimated that they are fast, convenient, and cost effective marketing platforms. This study concludes that SMEs in Ghana are aware of and use mostly free internet platforms such as Facebook, WhatsApp and Instagram for e-CRM. Specifically, SMEs use such platforms to share information with clients and build and maintain relationships.

scholarly journals CUSTOMER RELATIONSHIP MANAGEMENT, FRAMING EFFECT, TINGKAT KEPUASAN TERHADAP TINGKAT KEPERCAYAAN DAN LOYALITAS NASABAH DALAM PENGGUNAAN LAYANAN MOBILE BANKING PADA NASABAH BANK BRI CABANG RENON

2021 ◽  
Vol 12 (2) ◽  
pp. 225-231
Author(s):  
Desak Made Febri Purnama Sari ◽  
G.A Putu Anggun Darmaningsih
Keyword(s):  
Customer Relationship Management ◽  
Human Life ◽  
Rapid Development ◽  
Relationship Management ◽  
Framing Effect ◽  
Customer Relationship ◽  
Mobile Banking ◽  
Banking Services ◽  
Use Of Technology ◽  
Effect Level

In this digital era with the rapid development of technology, it has been able to provide benefits for human life. One of them is the use of technology in the banking world that is manifested in a Mobile Banking application. The rapid development of technology must also be balanced with the use and proper understanding. This research will discuss about how banks provide satisfying services to their customers, then how to provide technology-based services that can be received, understood and utilized appropriately by customers.  If seen from the fact that the writer met in the community which incidentally is a customer in a bank, then the writer can conclude that there are still customers who experience dissatisfaction and limited knowledge of the Mobile Banking services provided by the bank. Therefore this research was conducted to find out how Customer Relationship Management, Framing Effect, level of satisfaction can affect the Level of Customer Trust and Loyalty in the use of Mobile Banking services.

scholarly journals Customer Satisfaction on Banking Channels

2017 ◽  
Vol 1 (1) ◽  
pp. 8-15
Author(s):  
Gokul Prasad ◽  
Anuradha Arthanar
Keyword(s):  
Customer Satisfaction ◽  
Financial Services ◽  
Distribution Channels ◽  
Internet Banking ◽  
Mobile Banking ◽  
Banking Services ◽  
Automated Teller Machines ◽  
Survey Responses ◽  
Validation Of Questionnaire ◽  
Different Levels

Satisfaction with banking services is an area of growing interest to researchers and managers.This research  examined  the  survey  responses  of 120 bank  customers  who  provided  information regarding  their  satisfaction towards financial distribution channels with respect to their banks. The study found that there were distinctive segments within the financial market that had significantly different levels of usage of financial distribution channels. Financial customers’ satisfaction with Mobile banking, automated teller machines, credit cards, debit cards, internet banking was  investigated,  and  this  information  was  used  to determine if relationships exist between customer satisfaction and the usage of financial distribution channels. Systematic methodology, including design and validation of questionnaire and factor analysis were used to enhance the reliability of the findings. Further results and implications of the study for financial services are addressed.  

scholarly journals CHALLENGES OF ACQUISITION AND RETENTION OF CUSTOMERS IN A COMPETITIVE MARKET

2015 ◽  
Vol 10 (8) ◽  
pp. 2372-2380
Author(s):  
DR. EGBORO FELIX
Keyword(s):  
Customer Relationship Management ◽  
Community Building ◽  
Relationship Management ◽  
Business Environment ◽  
Customer Relationship ◽  
Customer Acquisition ◽  
Collaborative Relationship ◽  
Customer Expectation ◽  
Reward Program ◽  
Service Customization

In a world of ever changing customer expectation, and competitive business environment, building corporative and collaborative relationship with customers seems to be the most prudent way to keep track of their changing expectation and appropriately influencing them.  One way in which that some companies are developing an improved focus on Customer Relationship Management (CRM), is through the establishment or consideration of splitting the marketing manager’s job into two parts: one for acquisition and one for retention.  Offensive marketing emphasize on customer acquisition while defensive marketing emphasizes customer retention.  The kinds of skills that are needed for people, in acquisition are in the factual aspect of marketing such as advertising, sales while that of retention is on satisfaction, loyalty, customers service, customization, community building and reward program.

scholarly journals O USO DAS TECNOLOGIAS DE MOBILE BANKING E CRM COMO FERRAMENTAS DE SATISFAÇÃO E FIDELIZAÇÃO DE CLIENTES EM COOPERATIVAS DE CRÉDITO

2019 ◽  
Vol 11 (1) ◽  
pp. 59-71
Author(s):  
Aleziana Alves Narcizo ◽  
Diego De Souza Morais ◽  
Pollyana Moura Carias dos Santos ◽  
Taisa De Souza Alves ◽  
Tiago Bittencourt Nazaré
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Relationship ◽  
Mobile Banking ◽  
De Se

Demasiado o uso do fator concorrência de mercado para se justificar numerosos trabalhos acadêmicos que abordam variados temas. O mercado e seu impacto na economia dos países são de extrema importância no que tange as estratégias que as empresas adotarão para seguirem firmes no cenário. O fator tecnológico está diretamente ligado aos impactos dos níveis de concorrência do mercado, pois este é um fator primordial para que as instituições possam explorar para conseguirem desenvolver seus processos de forma eficiente, acarretando vantagens competitivas que serão decisivas para seu sucesso. O setor das instituições financeiras no país, incluindo as cooperativas de crédito, é um que exibe um nível intenso de concorrência e o setor que mais investe em desenvolvimento tecnológico. Dito isso, o presente artigo busca um entendimento da importância de duas ferramentas para cooperativas de crédito: CRM – Customer Relationship Management e Mobile Banking. Usando de númerosobtidos em uma Cooperativa de Crédito , ficou evidente que, apesar das pesquisas terem mostrado crescimento exponencial da participação do Mobile Banking em transações financeiras pelo país, o uso da mesma ainda é insuficiente no caso desta cooperativa, que tem como base de seus negócios o compartilhamento de lucros com seus clientes, mas mostrou a necessidade de se disseminar de forma mais eficiente as vantagens da tecnologia de Mobile Banking para seus clientes, visto que, através de números levantados, a coopeartiva deixou de distribuir uma quantia financeira para os mesmos

Designing health risk assessment report for wellness clinic patients

2020 ◽  
Vol 30 (Supplement_5) ◽  
Author(s):  
A Bhatnagar
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Cost Effective ◽  
Management Team ◽  
Customer Relationship ◽  
Health Conditions ◽  
Health Seeking ◽  
Assessment Report ◽  
Seeking Behavior ◽  
Effective Health Care

Abstract Introduction With the emergence of electronic medical records and patient portals, patients are increasingly able to access their health records, including laboratory reports. However, laboratory reports are usually written for clinicians rather than patients, who may not understand much of the information in the report. While several professional guidelines define the technical content of test reports, there are very few guidelines on a patient-friendly presentation of such laboratory reports. The complexity of lab test reports poses a major challenge to patient understanding that warrants the development of a report more appropriate for them. Methodology User feedback was obtained on the Lab Report / medical summaries of a tertiary level hospital based on a pre-tested questionnaire Health Risk Assessment Report was prepared with a view to address patient barriers Functionality enhancements were arrived at for estimating work effort by business analyst of the Customer Relationship Management team. Results Patients' health literacy, awareness of inherited diseases, e-health literacy and risk perception were found to be impacting the interpretation of lab results. Based on the user feedback (88% opting for graphical and pictorial presentation), 13 functionality enhancements have been arrived at and submitted to the Customer Relationship Management team for initiating a change management report taking into consideration the training load and cost implications. Conclusions Patient friendly systems (CRM) enhance the understanding on the criticality of their health conditions, impacting health seeking behavior. Effective CRMs help hospitals in providing cost effective health care to the community. The enhancements, however, have to be in adherence to the EHR standards of the country. Key messages Effective CRMs help hospitals in providing cost effective health care to the community. Patient friendly systems (CRM) enhance the understanding on the criticality of their health conditions, impacting health seeking behavior.

scholarly journals Customer's Adoption for Technology-Enabled Delivery Channels in Selected Public Sector Banks

2015 ◽  
Vol 10 (12) ◽  
pp. 215
Author(s):  
Neha Gupta ◽  
Vandana Tandon Khanna
Keyword(s):  
Public Sector ◽  
Research Effort ◽  
Age Groups ◽  
Internet Banking ◽  
Primary Data ◽  
Mobile Banking ◽  
Automated Teller Machines ◽  
Public Sector Banks ◽  
Mumbai City ◽  
Structured Questionnaire

<p><strong>Purpose</strong>–The purpose of this paper is to investigate customer’s adoption for technology-enabled delivery channels such as Automated Teller Machines (ATMs), Internet banking, Tele-banking, mobile banking and branch lobby kiosks of selected Public Sector Banks (PSBs). In addition, the study consists of the customer’s willingness for adopting banks delivery channels and customer demographics influence on delivery channels in specific for Mumbai city (India).</p><p><strong>Design/methodology/approach</strong>–For this study, structured questionnaire was administered to collect the primary data and random sampling method was adopted. The paper also presents a multi-year research effort on e-banking in delivery channels and suggests strategies to enhance the channelization of banking products and services through usage of delivery channels.</p><p><strong>Findings</strong>–The findings reveal that the customer’s willingness for adoption of various technology-enabled delivery channels is lower than the banks’ acceptable level. The usage of technology-enabled delivery channels such as Automated Teller Machines (ATMs) and Internet banking is high in Mumbai. The results also show that the usage of mobile banking and branch lobby kiosks is very low. Most of respondents are using Internet banking for the purpose of fund transfer and account information. ATMs service is highly used among 36-45 years of age groups. Promoting awareness about benefit of technology-enabled delivery channels is of utmost important to increase usage of technology-enabled delivery channels.</p><p><strong>Practical implications/limitations</strong>–The paper presents the opportunity for bank marketers to adapt to market orientated approach. They can consider customers usage pattern to increase the effectiveness of delivery channels. The results suggest that banks strategic and tactical activities require improvement in order to become more customer-focused and market-oriented. Furthermore, the scope of the study was selected PSBs’ customers residing in Mumbai city (India).</p><strong>Originality/value</strong>–Previous studies that sought adoption of innovative delivery channels lack concern to user’s inclination to technology-enabled delivery channels. This paper makes a valuable contribution in the field of marketing strategy of banks, and evaluate to what extent consumers are ready to accept and use the products or the services introduced.

scholarly journals The Impact of Inaccurate Color on Customer Retention and CRM

10.28945/3333 ◽  
2009 ◽  
Author(s):  
Kevin Parker ◽  
Philip Nitse ◽  
Albert Tay
Keyword(s):  
Customer Relationship Management ◽  
Relationship Management ◽  
Customer Retention ◽  
Cost Effective ◽  
Customer Relationship ◽  
The Internet ◽  
Negative Consequences ◽  
Color Representation ◽  
The Impact ◽  
Internet Marketplace

The number of Internet purchases continues to increase, making customer relationship management even more critical in today’s Internet marketplace. Keeping existing customers satisfied is much more cost effective than acquiring new customers. However, the Internet has been plagued by inaccurate color representation since the advent of e-commerce. Color inaccuracy has many negative consequences, the most important of which is customer defections. This paper communicates the findings of a survey conducted to assess consumer opinions about Internet purchases. Results indicate that consumers are aware of color inaccuracies and that their reactions will negatively impact the marketer. Over 55% of the consumers surveyed indicate that they will not make future purchases from an online merchant that delivered an item in a color that did not match their expectations. With customer retention being one of the goals of customer relationship management, it is apparent that this issue must be acknowledged and acted upon.

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