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市场营销留学论文参考-客户关系管理的特点和影响力 [3]

论文作者:www.51lunwen.org论文属性:硕士毕业论文 thesis登出时间:2014-08-15编辑:felicia点击率:35466

论文字数:18652论文编号:org201408151345306784语种:英语 English地区:中国价格:免费论文

关键词:全球化见多识广时代竞争globalizededucatedinformedcompetition

摘要:本文是一篇市场营销留学论文。当今世界,全球化和多样化已经成为其主要特点。在全球化贸易中,客户和消费者都接受过良好的教育,见多识广,消息灵通。这在一定程度上增加了公司和组织之间的竞争。竞争提升了客户的议价能力和交换能力,能更高效更快速地选择最好的产品和服务。本文简要分析时代竞争中客户关系的特点和影响力。

rvices, which needs to create the trust among the people.


This research is exploratory in nature and design. The data which is collected is going to be mostly primary data collected from the relevant persons within the bank. The data has gathered from the face to face interviews with the help of structured and semi-structured questionnaire with those persons. The above describe interviews has last 40 (fourty) to 45 (fourty five) minutes (approx). On the other hand the researcher has decided to collect primary data from random interviews of Lloyds Banking Group's customers. Sample size is around 200 customers and of structured questionnaire.


But of course this research paper has relied on reviewing the various secondary data available from various researches such as books, magazines, website, previous research and publication etc. The collected data has been analysed by graphs, table and pi chart drawn from Microsoft excel.


1.3 AIM OF THE RESEARCH

The aim of the research is to study why CRM is important in bank, how the CRM works in banks and also the effectiveness of Lloyds Banking Group in obtaining long term customer relationship, customer loyalty, and customer satisfaction by the use of CRM. And also suggest feasible recommendations to Lloyds Banking Group to increase the customer satisfaction and market share by the effective use of CRM.


1.4 OBJECTIVES OF THE RESEARCH

The followings are the objectives of this research;

To study how critically practised in Lloyds Banking Group

Analysis the data mining process of Lloyds Banking Group

To find out how the bank segments their customers

To analysis how the bank retaining their customers

To find out how does the bank measure customer Life Time Value

To verify the relationship between the customers and the Lloyds Banking Group


1.5 SCOPE OF THE STUDY

The scope of the study and research work has limited to Lloyds Banking Group only. This chosen level of aspects has stayed at large in the study so that it can be studied well and analyzed thoroughly to get a deeper understanding. Trying to cover too much ground may lead to a very superficial and confused analysis and may involve long time duration to complete the project work or report. Therefore a specified and narrow down approach with Lloyds Banking Group and an evaluation of its success has comprised with the researcher's scope of the study to avoid confused analysis and a weaker report.


1.6 OUTLINE OF THE SUBSEQUENT CHAPTERS

Chapter 1; INTODUCTION

This chapter provides the brief introduction of the research. Furthermore, it also discusses the aims, objectives of the research questions and scope of the learning.


CHAPTER 2; LITERATURE REVIEW

This chapter determines the theoretical issues relating to CRM which is relevant to the research.


CHAPTER 3; METHODOLOGY

This episode discusses about primary and secondary methods of research used by the researcher.


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