CRM is a newly developed tool for satisfying customers and bringing loyalty in the business. Customer Relations Management is implemented to nurture affluent relationships with its customers thus in turn encouraging and providing them with initiatives to carry on their partnering in the business. This in turn will save the business from incurring losses as the business will be increasing its customer base. This marketing strategy enables organizations to fulfil customers needs and demands. In terms of positioning and alignment of goals within the organization, through CRM, financial institutions will be able to determine what products or services to develop in future.
The importance of undertaking this lies in the current global financial crisis that has had an intense impact on the international banking industry together with financial institutions in Bahrain. Economic recession has prejudiced the superiority of operations and output of banking institutions, which provoked the necessitation to look for a variety of means to determine the state of affairs. Since the banking industry, like other service-oriented industries, above all relies on its customers for the permanence and growth of business, approaches or strategies to progress the industrys existing conditions focusing their capabilities towards renovation or improving their relationship with customers.
The critical review of literature undertaken in this study primarily focuses on researches and theories from the past and contemporary authors, concepts that are directed towards the CRM from various sources including e-journals, text books and the internet. The literature review analyzes hypothetically conventional facts on CRM and contrasts them with responses received from the respondents of the questionnaire. The research done on the narrative sources meant to set up the association that exists between quality in banking and expert CRM.
The purpose of undertaking literary sources in this report for the reason of this study was the fact that existing facts, models and concepts on CRM have been drawn out from previous studies and theories and their reliability cannot be doubted. This method also helps the researcher develop benchmarks for expected standards required for future studies of this magnitude in the finance industry.
The main objective of this dissertation is to examine CRM in Bahrain Investment Banking sector with an aim of identifying pitfalls, exploring opportunities and areas to be improved. This research applies a null and alternate hypothesis to be used as a tool to obtain results for concluding the purpose of this research. For the purpose of achieving its targets, the dissertation uses Unicorn Investment Bank located in Manama, Bahrain as a representative example. A large financial concern, this bank operates in six investment lines namely corporate finance, capital markets, asset management, private equity, treasury, strategic mergers and acquisitions. Its CRM mission is to deliver elevated to its stakeholders especially the customers.
The research method applied in this dissertation is a blend of a structured questionnaire aspiring to collect primary data and a critical literature review intended to collect secondary data from a range of literary sources. To perk up the value of this analysis, the study aimed at attaining more prospective respondents in ways that would be suitable for them to answer the questionnaire. As such, the questionnaire was set in email format and forwarded to these prospective respondents.
The study accepts the null hypothesis and rejects the contra hypothesis. The null hypothesis stated that efficient customer relationship management DO contribute to the success of investment banking in Bahrain while the contra hypothesis asserted that efficient Customer relationship management DO NOT contribute to the success of investment banking in Bahrain.
The importance of undertaking this lies in the current global financial crisis that has had an intense impact on the international banking industry together with financial institutions in Bahrain. Economic recession has prejudiced the superiority of operations and output of banking institutions, which provoked the necessitation to look for a variety of means to determine the state of affairs. Since the banking industry, like other service-oriented industries, above all relies on its customers for the permanence and growth of business, approaches or strategies to progress the industrys existing conditions focusing their capabilities towards renovation or improving their relationship with customers.
The critical review of literature undertaken in this study primarily focuses on researches and theories from the past and contemporary authors, concepts that are directed towards the CRM from various sources including e-journals, text books and the internet. The literature review analyzes hypothetically conventional facts on CRM and contrasts them with responses received from the respondents of the questionnaire. The research done on the narrative sources meant to set up the association that exists between quality in banking and expert CRM.
The purpose of undertaking literary sources in this report for the reason of this study was the fact that existing facts, models and concepts on CRM have been drawn out from previous studies and theories and their reliability cannot be doubted. This method also helps the researcher develop benchmarks for expected standards required for future studies of this magnitude in the finance industry.
The main objective of this dissertation is to examine CRM in Bahrain Investment Banking sector with an aim of identifying pitfalls, exploring opportunities and areas to be improved. This research applies a null and alternate hypothesis to be used as a tool to obtain results for concluding the purpose of this research. For the purpose of achieving its targets, the dissertation uses Unicorn Investment Bank located in Manama, Bahrain as a representative example. A large financial concern, this bank operates in six investment lines namely corporate finance, capital markets, asset management, private equity, treasury, strategic mergers and acquisitions. Its CRM mission is to deliver elevated to its stakeholders especially the customers.
The research method applied in this dissertation is a blend of a structured questionnaire aspiring to collect primary data and a critical literature review intended to collect secondary data from a range of literary sources. To perk up the value of this analysis, the study aimed at attaining more prospective respondents in ways that would be suitable for them to answer the questionnaire. As such, the questionnaire was set in email format and forwarded to these prospective respondents.
The study accepts the null hypothesis and rejects the contra hypothesis. The null hypothesis stated that efficient customer relationship management DO contribute to the success of investment banking in Bahrain while the contra hypothesis asserted that efficient Customer relationship management DO NOT contribute to the success of investment banking in Bahrain.
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