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(searched for: CRM Competitive Strategy in Financial Institutions)
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Alireza Miremadi, Omidreza Ghanadiof
European Journal of Business and Management Research, Volume 6, pp 111-117; doi:10.24018/ejbmr.2021.6.3.867

Abstract:
This research highlighted the most essential factors that have influenced CRM from the customers’ side. To execute this research, the researcher has reviewed literature, design a questionnaire, and distributed 430 questionnaires among the respondents in main different cities. Furthermore, the results were analyzed through SPSS and SEM Software. This research’s comprehensive CRM models try to evaluate the association of Physical Environment Quality, Products & Services, Quality of Virtual Environment, and Quality of Electronic Banking Service as an indicator of External Customer Relationship (ECR). Moreover, this study has tried to measure the influence of Trust, Satisfaction, Commitment, and Loyalty in CRM and emphasizes the fact that CRM, ECRM, and Brand management are vital concepts systems that could enhance an organization’s revenue and increase the volume of valuable customers for the banking industry.
Tetiana Stroiko, Vitaly Burkun, Andrii Mulenko
Baltic Journal of Economic Studies, Volume 6, pp 216-220; doi:10.30525/2256-0742/2020-6-5-216-220

Abstract:
The purpose of this work is the appropriate use of technology in the life of every business entity, organization, and financial institution. With the growth of technology, the question of their appropriate use has arisen. The state is the key factor of influence and the main body that regulates the activities of innovation and information. The development of the IT sector is the key to sustainable financial development of the country, which contributes to the inflow of finance to the country. When informatizing society, the main attention is paid to a set of measures aimed at ensuring the full use of reliable, comprehensive and timely knowledge in all human activities. Information technology in the financial sector is a kind of mechanism that provides the whole process of efficient and operational work. After all, the process of economic formation acquires a new meaning. It becomes more productive and more coordinated. In modern conditions, information technologies that provide optimization of activities, integration and communication with the external environment are becoming more widespread and used in today's dynamic market. Over the past 3 years, the IT sector has become one of the important sectors for the export of services in Ukraine. In 2019, it brought in more than 5 billion USD in exports per year. An increase in the share of exports leads to an increase in the share of GDP, so the development of the IT sector should be a priority for sustainable financial development of the country. Namely, facilitating means the introduction of small and medium-sized IT enterprises. Creating competitive software for finance and accounting, namely EPR and CRM systems, facilitates the management of human resources, assets, supplies, and production of the final product. The world market leaders are such representatives as: Oracle, Salesforce, SAP, QuickBooks, 1C etc. Important areas of using IT technologies are also facilitating the exchange of information in the process of working on projects, accelerating document flow, improving planning efficiency, implementation of general business and marketing strategy, finance, HR-strategy, simplification of brand promotion, interaction with target audience , strengthening control over financial costs, etc. In addition, these systems help to set tasks, deadlines, results. The paper covers the assessment of the general state of development of e-commerce in Ukraine. The main criteria for the development of information technology are: information services, computer and telecommunications services. The dynamics of foreign trade in these types is highlighted and the most important consumer countries that use the services of Ukrainian specialists in the labor market are studied.
International Journal of Recent Technology and Engineering, Volume 9, pp 2626-2633; doi:10.35940/ijrte.a2737.059120

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, Юрій Вікторович Овсюченко, , Інна Борисівна Прібильнова
Bulletin of NTU "KhPI". Series: Strategic management, portfolio, program and project management pp 71-77; doi:10.20998/2413-3000.2019.1326.11

Abstract:
The work is devoted to the study of the impact of the use of automated bots of consultants in making managerial decisions on improving the efficiency of management in higher education institutions in the conditions of reform.The current conditions for the reform of higher education in Ukraine are analyzed and directions of integration in the world educational process are determined. Higher education reform is to consume the constitutional rights of citizens to high-quality higher education and equal access to high-quality higher education, reorganization of the system of higher education management in order to protect the national, regional and local interests, as well as the interests of all subjects of the national system of higher education of Ukraine. It is established that the development of application of automated control systems in educational institutions abroad is becoming. One of the varieties of this is the CRM-system. It is recommended to apply the above-mentioned approach in higher education institutions in Ukraine. It is proposed to use the work of the CRM-system in higher education institutions of Ukraine, which involves the introduction of automated systems of "on-line support" for the adoption of administrative decisions by the administration on the basis of the attraction and processing of information that covers the issues of financial and economic, legal and social activities of the educational institution and promotes increase its competitiveness in conditions of integration reform. The essence of the notion of the main stakeholder of a higher educational institution is defined. The introduction of a flexible automated system of material incentives in higher education institutions is recommended. It is determined that the use of innovative technologies in the work of the CRM system should ensure transparency, increase the level of employee satisfaction and prevent absenteeism.
Michel Guirguis
Published: 14 January 2019
SSRN Electronic Journal; doi:10.2139/ssrn.3315443

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Günter Müller, ,
Handbook on Information Technology in Finance pp 711-730; doi:10.1007/978-3-540-49487-4_29

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, Bryan Foss, Merlin Stone, Peter Cheverton
Journal of Financial Services Marketing, Volume 9, pp 184-193; doi:10.1057/palgrave.fsm.4770152

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