Research Report
mudassaraliahmad
research_ppt.pptxCustomer Relationship Management
By Mudassar Ali Ahmad
Class BBA 8th Semester
Governament College University Faisalabad Sahiwal campus
Contents
Research objective
Hypotheses
Introduction
Literature Review
Problem of the statement
Study design
Research Methodology
Time flame work
Resource Allocation
Acknowledgement
Research Objective
To make call centers more efficient
To provide better customer service
To discover new customers and increase customer revenue
To identify the role of CRM in customer retention.
To find out the factors critical for the success of CRM in banks
To offer suitable suggestions to improve CRM in Banks
To judge the present level of CRM in banks.
Hypotheses
Relationship between the perceived attitude of bank employees and CRM in Bank
Relationship between the perceived Knowledge ability of bank employees and CRM in Bank
Which banking sector is best toward CRM (Public or Private)
Which banking sector is best to providing best services according to customer expectation
Which banking sector is providing best environment to his customer
Introduction
CRM is the best strategy to maintain our customer. It is way to increase the new customer and find out the problem of the customer and solve it.
I find out how much importance CRM in company.
Literature Review
According to Chen and Popovich (2003); Plakoyiannake and Tzokas (2002)
The relative success of CRM initiatives are strongly influenced by the interplay between three key organizational elements: people, process and technology.
Literature Review
Ling and Yen (2001)
He described the evolution of CRM from direct sales to mass marketing, target marketing and then to customer relationship marketing.
Literature Review
Fox and Stead (2001)
successful CRM focuses on understanding the needs and desires of the customers and is achieved by placing these needs at the heart of the business by integrating them with the organization’s strategy, people, technology and business processes.
Literature Review
Ernst and Young (1999)
observed that enterprises investing on CRM solutions predominantly focus on technology. The challenge lies in combining people, processes and technologies while implementing CRM solutions.
Problem of the statement
To investigate the Customer Relationship Management in Banking sectors
Attitude
Knowledgeability
Independent variable
Customer Relationship Management
Dependent variable
Research Methodology
Research Design
Research refers to the systematic method consisting of saying the problem, formulating a hypothesis, collecting the facts or data, analyzing the facts and reaching certain conclusions either in the form of solutions towards the concerned problem or in certain generalizations for some theoretical formulation. The study is descriptive in nature, thus it follows descriptive research design.
Research Methodology
Universe
The universe of the study consists of all the private and public sector banks operating in Pakistan
Sampling Method
The sample to be studied is selected through Multi-Stage Sampling. Firstly the private and public sector banks are chosen on the basis of Convenience Sampling. Secondly, branches to be studied are chosen through Collection Method.
Research Methodology
Sampling Frame
The information on customer relationship management will be collected from 100 customers of each selected banks and 10 employees of each selected banks.
Research Methodology
Data Collection
Both primary and secondary sources are to be used to collect the data. Primary data will be collected through interview conducted to obtain information on customer relationship management from selected banks and questionnaire is designed to gather feedback from customers on customer relationship management by selected banks.
A lot of secondary information related to selected banks and customer relationship management will be collected through web sites, journals books, magazines etc.
Time Flame Work
First week
Primary data will be collectedPr
Second Week
Secondary data will be collected
Third & Fourth Week
Analysis the data
Fifth Week
Writing Report
Resource Allocation
Travelling expense: 5,000 Rs
Printing expense: 1,000 Rs
Other expense: 4,000 Rs
Total expense: 9,000 Rs
Acknowledgement
First of all I would like to special thanks to Dr.Ahmad zaheer for assisting. And I thanks to all person who writers the past research papers which provide me more information about my topic and enable me to do the study of my topic.
There researches are very helpful towards my topic and making me enable to do the further research regarding to my topic as CRM.
