Customer Relationship Management (CRM) in Banking Sector in Albania

Aurela Ramaj

European Journal of Economics and Business Studies Articles, 2015, vol. 1

Abstract: The aim of this paper is to examine the Customer Relationship Management as a new methodology looks forward to identify and attract consumers through the process of developing relationships (business - customer). The methodology of the CRM aims to maintain customer satisfaction and increase consumer loyalty. The purpose of this paper is to know the basic capabilities of CRM systems and in-depth knowledge of methods and management techniques customer relationships. This paper will examine the methods and techniques of customer relationship management and display functionalities customer relationship management-implemented in banks.

Keywords: customer relationships management; customer satisfaction; customer loyalty; data; information; banks. (search for similar items in EconPapers)
Date: 2015
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Persistent link: https://EconPapers.repec.org/RePEc:eur:ejesjr:26

DOI: 10.26417/ejes.v2i1.p136-143

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