A COMPARATIVE ANALYSIS OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM) IN THREEIRANIAN BANKS BASED ON SWIFT APPROACH

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ALVANDI MOHSEN; KARIMI MOHAMMAD

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Paper Information

Journal: JOURNAL OF DEVELOPMENT & EVOLUTION MANAGEMENT Year:2009 | Volume:1 | Issue:1 Page(s): 49-57

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Information Journal Paper

Title

A COMPARATIVE ANALYSIS OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM) IN THREEIRANIAN BANKS BASED ON SWIFT APPROACH

Author(s)

ALVANDI MOHSEN | KARIMI MOHAMMAD | Issue Writer Certificate

Keywords

CUSTOMER RELATIONSHIP MANAGEMENTQ2

MARKETINGQ2

B2B COMMERCEQ3

ELECTRONIC BANKINGQ2

SWIFT APPROACHQ3

Abstract

Meeting customer satisfaction in current MARKETING has a critical role in meeting business objectives. In modern banking, virtual delivery channels and the ability to transfer money around at a click of a mouse are making it easier for customers than go to bank in person.So, it is necessary to develop and maintain an integrated communication system encompassing long- term relationships with customers. This study aims to investigate how CRM is implemented in Iranian banks (Mellat bank, Persian bank, Agri bank).It also describes the definition and benefits of CRM, processes, technology and structure. The results based on SWIFT APPROACH revealed that banks are completely familiar with the term CRM. They have implemented CRM processes which are considered necessary for a customer integrated organization. The studied banks have CRM Department, with different Configurations in their organizational structure. Persian bank, having the most flexible structure uses more advanced CRM technology than the others in maintaining relations with customers.

Cites

EVALUATING CUSTOMER RELATIONSHIP MANAGEMENT EFFECTIVENESS BASED ON FUZZY INFERENCE SYSTEM

References

طراحی الگوی ساختار مناسب برای استقرار مدیریت روابط مشتریان در بانک ها

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APA: Copy

ALVANDI, MOHSEN, & KARIMI, MOHAMMAD. (2009). A COMPARATIVE ANALYSIS OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM) IN THREEIRANIAN BANKS BASED ON SWIFT APPROACH. JOURNAL OF DEVELOPMENT & EVOLUTION MANAGEMENT, 1(1), 49-57. SID. https://sid.ir/paper/366817/en

Vancouver: Copy

ALVANDI MOHSEN, KARIMI MOHAMMAD. A COMPARATIVE ANALYSIS OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM) IN THREEIRANIAN BANKS BASED ON SWIFT APPROACH. JOURNAL OF DEVELOPMENT & EVOLUTION MANAGEMENT[Internet]. 2009;1(1):49-57. Available from: https://sid.ir/paper/366817/en

IEEE: Copy

MOHSEN ALVANDI, and MOHAMMAD KARIMI, “A COMPARATIVE ANALYSIS OF CUSTOMER RELATIONSHIP MANAGEMENT (CRM) IN THREEIRANIAN BANKS BASED ON SWIFT APPROACH,” JOURNAL OF DEVELOPMENT & EVOLUTION MANAGEMENT, vol. 1, no. 1, pp. 49–57, 2009, [Online]. Available: https://sid.ir/paper/366817/en

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