Luận văn thạc sĩ UEH CRM activities at vietcombank ho chi minh city branch
➤ Gửi thông báo lỗi ⚠️ Báo cáo tài liệu vi phạmNội dung chi tiết: Luận văn thạc sĩ UEH CRM activities at vietcombank ho chi minh city branch
Luận văn thạc sĩ UEH CRM activities at vietcombank ho chi minh city branch
MINISTRY OF EDUCATION AND TRAININGUNIVERSITY OF ECONOMICS HOCHIMINH CITYTrần Quốc ÁnhCRM ACTIVITIES AT VIETCOMBANKHO CHI MINH CITY BRANCHMASTER THESIS Luận văn thạc sĩ UEH CRM activities at vietcombank ho chi minh city branchSHo Chi Minh City, 2011MINISTRY OF EDUCATION AND TRAININGUNIVERSITY OF ECONOMICS HOCHIMINH CITYTrần Quốc ÁnhCRM ACTIVITIES AT VIETCOMBANKHO CHI MINH CITY BRANCHMajor: Business AdministrationCode: 60.34.05MASTER THESISSupervisor: Trần Hà Minh QuânHo Chi Minh City, 2011AbstractGlobalization and techno Luận văn thạc sĩ UEH CRM activities at vietcombank ho chi minh city branchlogy improvements have exposed companies to a situation with tough competition. In this new era. companies are focusing on managing customer relationsLuận văn thạc sĩ UEH CRM activities at vietcombank ho chi minh city branch
hips in order to efficiently maximize revenues. Today marketing is not just developing, delivering and selling, it is moving towards developing and maMINISTRY OF EDUCATION AND TRAININGUNIVERSITY OF ECONOMICS HOCHIMINH CITYTrần Quốc ÁnhCRM ACTIVITIES AT VIETCOMBANKHO CHI MINH CITY BRANCHMASTER THESIS Luận văn thạc sĩ UEH CRM activities at vietcombank ho chi minh city branchareas where opportunities lie. because industry consolidation, virtual delivery channels and the ability to move money around with a click of a mouse are making it easier for customers to leave one bank for another. In this situation CRM is an opportunity that banks can avail to rise above minor adv Luận văn thạc sĩ UEH CRM activities at vietcombank ho chi minh city branchantages by developing actual relationships with their customers (Rahman. 2005). The purpose of this study was to investigate CRM activities (view of CLuận văn thạc sĩ UEH CRM activities at vietcombank ho chi minh city branch
RM. CRM processes. CRM technology and CRM structure and people) that are already exist at one of the biggest Vietnamese Commercial Banks in the South MINISTRY OF EDUCATION AND TRAININGUNIVERSITY OF ECONOMICS HOCHIMINH CITYTrần Quốc ÁnhCRM ACTIVITIES AT VIETCOMBANKHO CHI MINH CITY BRANCHMASTER THESIS Luận văn thạc sĩ UEH CRM activities at vietcombank ho chi minh city branchch is considered necessary for a customer centric organization. The Bank has integrated technology with the business process in a good way and is organisating its structure towards CRM.So far. the Bank has achieved a certain rate of success in terms of customer satisfaction and customer relationship Luận văn thạc sĩ UEH CRM activities at vietcombank ho chi minh city branch management. A descriptive approach with exploratory and explanatory touches, therefore, would reveal important insights and draw some conclusions forLuận văn thạc sĩ UEH CRM activities at vietcombank ho chi minh city branch
management.Keywords: Customer relationship management (CRM), qualitative researchAcknowledgementThis thesis was written from April 2010 to June 2011 MINISTRY OF EDUCATION AND TRAININGUNIVERSITY OF ECONOMICS HOCHIMINH CITYTrần Quốc ÁnhCRM ACTIVITIES AT VIETCOMBANKHO CHI MINH CITY BRANCHMASTER THESIS Luận văn thạc sĩ UEH CRM activities at vietcombank ho chi minh city branch to take this opportunity to show my sincere gratitude and appreciation to all people involved in this thesis work.Firstly. 1 would like to express my sincere gratitude to my supervisor. Dr. Tran Ha Minh Quan. Executive Associate Dean. International School of Business for his helpful guidance, suppo Luận văn thạc sĩ UEH CRM activities at vietcombank ho chi minh city branchrt and contribution and for giving me the opportunity to work with him on this thesis. Thanks for providing me with thoughtful supervision, invaluableLuận văn thạc sĩ UEH CRM activities at vietcombank ho chi minh city branch
guidance and constructive suggestions for this thesis.I would also like to thank the respondents al Vietcombank Ho Chi Minh City Branch for their fruMINISTRY OF EDUCATION AND TRAININGUNIVERSITY OF ECONOMICS HOCHIMINH CITYTrần Quốc ÁnhCRM ACTIVITIES AT VIETCOMBANKHO CHI MINH CITY BRANCHMASTER THESIS Luận văn thạc sĩ UEH CRM activities at vietcombank ho chi minh city branchout their helps.On a personal level, my sincerely appreciation went to my parents, my brother, my sisters, and my relativies for their great support whenever I got any problem.Ho Chi Minh City, Vietnam40695iiTable of ContentsAbstract................................................................... Luận văn thạc sĩ UEH CRM activities at vietcombank ho chi minh city branch.......iAcknowledgement..................................................................iiTable of Contents..........................................Luận văn thạc sĩ UEH CRM activities at vietcombank ho chi minh city branch
.....................iiiChapter 1: Introduction...........................................................II. IStatement of Research Problem..........MINISTRY OF EDUCATION AND TRAININGUNIVERSITY OF ECONOMICS HOCHIMINH CITYTrần Quốc ÁnhCRM ACTIVITIES AT VIETCOMBANKHO CHI MINH CITY BRANCHMASTER THESIS Luận văn thạc sĩ UEH CRM activities at vietcombank ho chi minh city branch......................................51.4Limitation of the Study..................................................71.5Structure of the Thesis..................................................7 Luận văn thạc sĩ UEH CRM activities at vietcombank ho chi minh city branchMINISTRY OF EDUCATION AND TRAININGUNIVERSITY OF ECONOMICS HOCHIMINH CITYTrần Quốc ÁnhCRM ACTIVITIES AT VIETCOMBANKHO CHI MINH CITY BRANCHMASTER THESISGọi ngay
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