Library

X
feed icon rss

Your email was sent successfully. Check your inbox.

An error occurred while sending the email. Please try again.

Proceed reservation?

Export
  • 1
    Electronic Resource
    Electronic Resource
    Customer service, complaints management and regulatory compliance (2002)
    Bradford : Emerald
    Journal of financial regulation and compliance 10 (2002), S. 37-54 
    Details
    ISSN: 1358-1988
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: This paper examines the regulatory requirements for the management of customer complaints in financial services. It describes the outcomes of new research, which show that most financial services companies are some way from being able to meet these new regulatory requirements. It identifies the processes that must be followed to fulfil these requirements and outlines the type of system that is likely to be able to support meeting these requirements. Finally, it identifies that the probable reason for the neglect of this area is the heavy involvement of most financial services companies' customer service functions in meeting the needs of the sales process (before, during and after the sale) rather than the more traditional role of customer service - listening to customers and solving their problems.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/13581980210810111
    Library Location Call Number Volume/Issue/Year Availability
    BibTip Others were also interested in ...
    Paper (German National Licenses)
    Fulltext
  • 2
    Electronic Resource
    Electronic Resource
    The state of customer management performance in Malaysia (2002)
    Bingley : Emerald
    Marketing intelligence & planning 20 (2002), S. 378-385 
    Details
    ISSN: 0263-4503
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: First, this paper explores the many varied, and often confusing, definitions of relationship marketing, customer relationship management (CRM) and customer management (CM). Then it reports the results of a survey that examined the CM performance of 34 companies in the consumer banking, credit card, insurance, oil (lubricants) and automotive industries in Malaysia. The research was conducted using the Customer Management Assessment ToolTM (CMATTM) developed by QCi Ltd, a management consultancy that specialises in assessing and improving CM. CM performance was found to be especially poor in insurance and consumer banking. The best performing sector was the credit card industry.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/02634500210445437
    Library Location Call Number Volume/Issue/Year Availability
    BibTip Others were also interested in ...
    Paper (German National Licenses)
    Fulltext
  • 3
    Electronic Resource
    Electronic Resource
    UK data warehousing and business intelligence implementation (2002)
    Bingley : Emerald
    Qualitative market research 5 (2002), S. 235-238 
    Details
    ISSN: 1352-2752
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: This paper summarises the situation regarding the penetration of data warehouses and business intelligence systems in companies across a range of industries in the UK. Data warehouses are being implemented due to the business need for tools within companies today to analyse the increasing amounts of data being collected. The paper then presents a short case study describing an example of a successful implementation of a business intelligence solution that supports CRM in a major retailer. Points are emphasised via the use of results from a recent IBM-sponsored qualitative study done in the UK.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/13522750210443182
    Library Location Call Number Volume/Issue/Year Availability
    BibTip Others were also interested in ...
    Paper (German National Licenses)
    Fulltext
  • 4
    Electronic Resource
    Electronic Resource
    Agents of change: how young consumers are changing the world of marketing (2004)
    Bingley : Emerald
    Qualitative market research 7 (2004), S. 153-159 
    Details
    ISSN: 1352-2752
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: This paper looks at young adults' relationship with digital media. From a commercial perspective the opportunity to deploy these channels to promote consumer recruitment and loyalty is very significant indeed. However, consumer marketing companies will have to learn to meet the needs of this very discerning and highly cynical audience by combining the best creative ideas and strategies with a transformed approach to marketing sales and service, embodying the best of information and communications technology, reliably and securely implemented. Communication networks underpin this report. While teens complain that they have less public space to hang out in, they are making the online world their milieu, their domain where they develop personal relationships and where they play and learn new things. The conclusions cover not only the effect of current market drivers, but also emerging trends that will allow brands to better understand the behaviour of young adults, so as to establish more truthful binds with them.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/13522750410530057
    Library Location Call Number Volume/Issue/Year Availability
    BibTip Others were also interested in ...
    Paper (German National Licenses)
    Fulltext
  • 5
    Electronic Resource
    Electronic Resource
    SME e-business and supplier-customer relations (2003)
    Bradford : Emerald
    Journal of small business & enterprise development 10 (2003), S. 345-353 
    Details
    ISSN: 1462-6004
    Source: Emerald Fulltext Archive Database 1994-2005
    Topics: Economics
    Notes: This article starts with definitions of e-business and a summary of what it means for businesses. This is followed by a quick description of a model of e-business adoption. It then argues that modelling has reached a secure enough state for us to be able to predict benefits of adoption with some certainty and to determine a cost-effective way forward for most smaller businesses. It then reviews briefly some evidence about adoption and interprets this in the light of the previous arguments. This article is very definitely an opinion article. It is not based on a comprehensive research programme. Rather, it is based on an interpretation of the masses of private and confidential evidence that flow in the veins of IBM, to which the author has access. It is skewed towards how e-business affects the relationships between companies and their customers.
    Type of Medium: Electronic Resource
    URL: http://dx.doi.org/10.1108/14626000310489817
    Library Location Call Number Volume/Issue/Year Availability
    BibTip Others were also interested in ...
    Paper (German National Licenses)
    Fulltext
  • 6
    Unknown
    CRM in financial services : a practical guide to making customer relationship management work (2002)
    London ; Milford, CT : Kogan Page
    Details
    Keywords: Financial services industry, Customer services.
    Pages: xviii, 700 p.
    ISBN: 0-585-44369-6
    URL: http://www.netLibrary.com/urlapi.asp?action=summary&v=1&bookid=81144
    Library Location Call Number Volume/Issue/Year Availability
    BibTip Others were also interested in ...
    E-Book (German National Licenses)
Close ⊗
This website uses cookies and the analysis tool Matomo. More information can be found here...