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Other studies show that banks which are successful with implementing CRM retain their substantial competitiveness in the market place. The concept of CRM was derived in the 1980’s from “contact managementâ€, with its emphasis on collecting all possible information about customers (when customers come in contact with the company)...
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Although there is no widely accepted CRM definition, it is defined as the business strategies, processes, and information technology that enable a company to optimize revenue and increase value through understanding and satisfying the individual customer needs (Knox, Maklan, Pepperd, & Ryals, 2003, p...
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