Electronic Customer Relationship Management(e-CRM) in Online Banking

In online banking face to face interaction between bank and customer is not seen. This create huge service gap for banks how to serve and maintain customer relations in online environment. The aim of this book is to investigate how banks use E-CRM tool to maintain their customer relations by using the Internet and what benefits are driven by using this tool and how successfully this tool is implemented in a bank.

Autorentext

L'auteur est titulaire d'une maîtrise en sciences. Business Administration de l'Université de technologie de Luleå, en Suède, avec des spécialisations en planification stratégique, gestion du marketing, marketing international, marketing Internet et techniques de gestion de la relation client (CRM).