The Customer Relationship Management Practices in Banking Industry

Kamali, Abrar Ahmed Khan (2023): The Customer Relationship Management Practices in Banking Industry.

Abstract

In this study the research describe the CRM practices in banks, so the purpose of this study is Descriptive, and we are interested in this study is to find out how much CRM practices and customer retention is correlated with each other, so the type of investigation is co relational study, and we know that there is a minimal support for research work in our society, so the extent of researcher is minimal, the study setting is non-contrived, as the research is on banking industry, so the unit of analysis is local banks, and the time horizon is cross-sectional because the research will collect data once through questionnaire and interviews and the sample size is at least 3 local Banks. The respondent of this study are banks Officers / Managers. The instruments that the researcher will use in collecting the data are, Questionnaire, Interviews (both structure and unstructured) as the primary data sources, and the researcher will also use newspapers, magazines, articles, books and Internet as the secondary data sources.

In this study there are many findings. Firstly, banks know the term CRM very well. Secondly, banks have implemented CRM processes that are a condition of being a Customer centric organization. Thirdly, banks have integrated technology with the business process in a very good way and exploiting technology for becoming true customer oriented. Fourthly, the banks are following the CRM organizational structure, different banks have given different designations but they are doing the same work. So when we talks about financial institutions especially local Pakistani commercial banks most of us says we are not satisfy with their services without knowing what services are they offering. In this research the researcher has found that the local banks customers are satisfy with local banks services.

• Item Type: MPRA Paper
• Language: English
• Keywords: Customer Relationship Management
• Subjects: M - Business Administration and Business Economics ; Marketing ; Accounting ; Personnel Economics > M3 - Marketing and Advertising

References

1. Addae, A. A., & Nyarko-Baasi, M. (2013). Working Capital Management and Profitability: An empirical Investigation in an Emerging Market. Research Journal of Finance and Accounting, 4(15), 143-152.

2. Ahmad, B., & Ali, S. B. (2012). Do Individual Investors in Pakistan Prefer Dividends?

3. Akber, H., & Ali, S. B. (2005). Scope of Hedge Fund in Pakistan.

4. Ali, M., & Ali, S. B. (2014). The impact of working capital management on firm profitability and fixed investment in Pakistan.

5. Ali, S. B., & Adhi, M. (2022). Demutualization of Stock Exchanges in Pakistan and its Comparison with International Scenario.

6. Ali, S. B., & Ali, S. M. (2011). Factors Affecting the Adoption of Islamic Banking in Pakistan.

7. Ali, S. B. (2012). Corporate Governance and Accounting Practices in Pakistan.

8. Ali, S. B., Hussain, B. M., Baig, U., Khan, Z. S., Raza, A., & Murad, H. (2021). The Enigma of Capital Structure Theories: An Empirical Investigation Between Peer Corporations in Pakistan. International Journal of Advanced Research in Engineering and Technology, 113-124.

9. Ali, S. B., & Iqbal, M. F. (2009). Exchange Rate Volatility in Emerging Economies-A Case of Pakistan.

10. Ali, S. B., & Umyani, M. M. (2013). Capital Structure and Financial Performance: Evidence from Pakistan

11. Ali, S. B., & Khalidi, M. A. (2020). Valuation of equity securities, private firms, and startups. IBT Journal of Business Studies (JBS), 16(1).

12. Ali, S. B., Khan, Z. S., Shah, Z. A., & Ahmad, M. (2021). Lean Accounting System: Importance and Successful Implementation. Journal of Contemporary Issues in Business and Government| Vol, 27(3), 2388.

13. Ali Zaidi, S. N., & Ali, S. B. (2006). Risk and Scope of Debit Check Card in Competitive Market of Pakistan.

14. Arshad, M. A., Ali, S. B., Masood, K., Syed, A., Jabeen, N., & Sabir, R. I. (2021). The Nexus between Culture and IT Capabilities and Innovation Capabilities: Focusing on Manufacturing Firms in Pakistan. Multicultural Education, 7(9).

15. Arshad, M. A., Ali, S. B., Jafri, S. K. A., Arshad, M. H., & Sabir, R. I. (2021). Effect of Organizational Culture and Information Technology Capabilities on Innovation Capabilities: A Case of Manufacturing Firms. Elementary Education Online, 20(5), 6388-6388.

16. Arshad, M. Z., Ali, S. B., Sabir, R. I., Shahidan, A. N., & Arshad, M. A. (2021). The interrelationship between Orientations and SME’s Performance. Turkish Online Journal of Qualitative Inquiry, 12(7).

17. Baig, U., Hashmi, M. A., Ali, S.B., & Zehara, S. (2020). Exploratory Sequential Mixed Methods in Doctorate Research: Extended Application of Constructivist Grounded Theory. IBT Journal of Business Studies, 16(2).

18. Daulatzai, M, U. K., Ali, S. B., Jafri, S. K. A., & Awan, M. H. T. (2021). Impact of Green HRM on Environmental Performance: Mediating Role of Employees’ Organizational Commitment, International Journal of Disaster Recovery and Business Continuity, 12(1), 405–412.

19. Easterling, S., (2003), Marx's theory of economic crisis. International Socialist Review Issue 32. Retrieved From: http://www.isreview.org/issues/32/crisis_theory.shtml

20. Enqvist, J., (2013). The Impact of Working Capital zManagement on Firm Profitability in Different Business Cycles: Evidence from Finland.

21. Fazzari, S. M., & Petersen, B. C. (1993). Working capital and fixed investment: new evidence on financing constraints. The RAND Journal of Economics, 328-342. 22. Geroski, P., Machin, S., & Van Reenen, J. (1993). The profitability of innovating firms. The RAND Journal of Economics, 198-211. 23. Greg Filbeck, Thomas M. Krueger, (2005) "An Analysis of Working Capital Management Results Across Industries", American Journal of Business, Vol. 20 Iss: 2, pp.11 – 20 24. http://www.ksestocks.com/ListedCompanies/SortByName 25. Hussain, B. M., Baig, U., Ali, S. B., & Zehra, S. (2020). An Empirical Investigation Factors Influencing upon Investment Decision of Women Entrepreneurs. International Journal of Innovation, Creativity and Change, 11 (11).

26. Hussain, Z., & Ali, S. B. (2009). Implementation of Operational Risk Regime: A Case of Commercial Banks in Pakistan.

27. Juan.P.G. And Martinez. P.S. (2007). ‘Effects of working capital management on SME profitability’, International journal of Managerial Finance, Vol 3 No 2, pp. 164-177

28. Kallberg, J. G., White, R. W., & Ziemba, W. T. (1982). Short term financial planning under uncertainty. Management Science, 28(6), 670-682.

29. KSE stock (2014), List of Companies listed at Karachi Stock Exchange (KSE). Available at:

30. 16. Khurram, W., Jafri, S. K. A., Ali, S. B., & Shah, Z. A. (2021). Survival of the Quickest: Role of innovativeness and Transformational Leadership in Determining Sustainable Competitive Advantage of Born Global SMEs. International Journal of Disaster Recovery and Business Continuity, 12(1), 907–929.

31. Murad, H., Ali, S. B., Baig, U., Raza, A., Ali, S., & Abdullah, A. (2021). Comparative study: conventional and Islamic banking performance in Pakistan. International Journal of Management (IJM), 12(3), 448-459.

32. Rafuse, M. E. 1996. “Working Capital Management: An Urgent Need to Refocus”, Journal of Management Decision, Vol. 34 No 2, pp. 59-63

33. Reddy Y.V and Patkar S.B., (2004), ‘Working Capital and Liquidity Management in Factoring: A Comparative Study of SBI and Can Bank Factors’. The Management Accountant May, Vol-39, No.-5, pp. 373-378.

34. Rehman and Nasr. (2007). ‘Working capital management and profitability – case of Pakistani firms, International review of business research papers’, Vol. 01 No.1 pp.279-300

35. Riaz, H., Ahmed, H., & Ali, S. A. (2021). Mapping the Impact of Employee Engagement on Job Performance with Mediating Role of Work-Life Balance: An Investigation of Private Sector Organizations in Pakistan, Market Forces Research Journal, 16(2).

36. Rizvi, A., & Ali, S. B. (2011). Risk Taking Behavior of Investors of Pakistan 37. Shah, Z. A., Ali, S. B., Burney, S., & Azhar, K. A. (2021). Student-Perceived Service Quality in Management Science – MS, PhD Programs of TIER 1 Business Schools in Karachi, Multicultural Education, 7 (6).

38. Ullah, Z., Sulaiman, M, A. B. A., Ali, S. B., Ahmad, N., Scholz, M., & Han, H (2021). The Effect of Work Safety on Organizational Social Sustainability Improvement in the Healthcare Sector: The Case of a Public Sector Hospital in Pakistan. International Journal of Environmental Research and Public Health, 18(1), 1-18.