Dehghan Nejad, Omid (2011): Does Customer Relationship Management Matter in the Banking System? The Case of Iran.
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In the last few years, the Iranian banking system has consistently ignored customer-orientation and its fundamental. Therefore, the banking system has not been able to use recent modern marketing very well, because of various economic and social problems such as the governmental banking system and the excess of the demand rate over supply. People do not have any incentive to use Iranian banking system, because banking system do not pay attention to their priority values and needs and just present similar services in all branches of country’s banks. Therefore, the customers refer to the banks inevitably to satisfy their elementary needs, in other words it should said that, in the current situation the people serve the banks, not the banks serve people. Regarding the environmental changes that are front of us, the banks should emphasize on its equipping, recognizing the customer’s need and expectations and regard to market situation. Because every bank can recognize and secure these needs before rivals will success in the competition field. This study attempted to analysis the role of customer communication management in Iranian banks and its weakness, strengths and goals, in addition, its executing effects and the basic role of customer as a basic and critical element for remaining the banking system. Finally, some suggestions present for reforming and improving the quality of services in the banking system.
|Item Type:||MPRA Paper|
|Original Title:||Does Customer Relationship Management Matter in the Banking System? The Case of Iran|
|English Title:||Does Customer Relationship Management Matter in the Banking System? The Case of Iran|
|Keywords:||Customer Relationship Management, customer, satisfaction, services|
|Subjects:||G - Financial Economics > G2 - Financial Institutions and Services
O - Economic Development, Innovation, Technological Change, and Growth > O3 - Innovation ; Research and Development ; Technological Change ; Intellectual Property Rights > O32 - Management of Technological Innovation and R&D
J - Labor and Demographic Economics > J5 - Labor-Management Relations, Trade Unions, and Collective Bargaining > J53 - Labor-Management Relations ; Industrial Jurisprudence
J - Labor and Demographic Economics > J5 - Labor-Management Relations, Trade Unions, and Collective Bargaining
|Depositing User:||Omid Dehghan Nejad|
|Date Deposited:||15. Jun 2011 01:00|
|Last Modified:||12. Feb 2013 14:13|
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Does customer relationship management matter in the banking system? the case of Iran. (deposited 14. Jun 2011 13:25)
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