Change search
ReferencesLink to record
Permanent link

Direct link
Electronic customer relationship management in online banking
2009 (English)Independent thesis Advanced level (degree of Master (Two Years)), 20 credits / 30 HE creditsStudent thesis
Abstract [en]

In online banking face to face interaction between bank and customer is not seen. This create huge service gap for banks how to serve and maintain customer relations in online environment. The aim of this thesis is to investigate how banks use “Electronic Customer Relationship Management” tool to maintain their customer relations by using the Internet and what benefits are derived by using this E-CRM tool and how successfully this tool is implemented in a bank. A qualitative study was conducted comprising two cases of banks one from Sweden and second from Denmark to get inside of E-CRM practices. The findings indicate that banks use E-CRM mostly for mass customization, customer profiling, self service, one to one interaction and automatic locks in flow of financial data like security prices which ultimately results in reduced cost of operation and increased customer loyalty and more profits. Similarly staff training and customer feedback is considered as backbone for successful implementation of E-CRM strategy.

Place, publisher, year, edition, pages
Keyword [en]
Social Behaviour Law, E-CRM, E-CRM in banking, E-CRM in online banking, relationship marketing, relationship management, online, banking and relationship management, online bank marketing, management, online customer management
Keyword [sv]
Samhälls-, beteendevetenskap, juridik
URN: urn:nbn:se:ltu:diva-44770ISRN: LTU-PB-EX--09/070--SELocal ID: 285993f9-10a9-4178-89e2-7a29070f4dfdOAI: diva2:1018049
Subject / course
Student thesis, at least 30 credits
Educational program
Electronic Commerce, master's level
Validerat; 20101217 (root)Available from: 2016-10-04 Created: 2016-10-04Bibliographically approved

Open Access in DiVA

fulltext(282 kB)1 downloads
File information
File name FULLTEXT01.pdfFile size 282 kBChecksum SHA-512
Type fulltextMimetype application/pdf

Search outside of DiVA

GoogleGoogle Scholar
Total: 1 downloads
The number of downloads is the sum of all downloads of full texts. It may include eg previous versions that are now no longer available

ReferencesLink to record
Permanent link

Direct link