Browse our collection of papers in
Customer Relationship Management (CRM)

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S/EI/90. Dissertation. Contribution of CRM to Amazon's leading position in Internet marketing

WORDS:
15900
DATE:
2014
PRICE:
159.99 GBP

The dissertation examines the role of customer relationship management (CRM) in Amazon’s success as an online shopping business. Literature is reviewed on the background of the CRM industry, the features of electronic CRM (e-CRM), e-CRM benefits and limitations, Amazon’s relations with their customers, CRM components, concepts of customer satisfaction and customer loyalty, etc. The methodology of the research is based on secondary data and their statistical anaysis. Conclusions are made about the relationship between Amazon’s CRM strategy and the company’s position as a major Iternet marketing player. A reflection of the researcher is provided about his/her experience of the work at the project.

 

KEYWORDS: Dissertation, CRM, customer relationship management, e-CRM, Amazon, Internet marketing,

 

C/M/3443. Dissertation. Impact of IT on Tesco's sustainable competitive advantage through CRM

WORDS:
11800
DATE:
2014
PRICE:
119.99 GBP

The dissertation looks at the importance of customer relationship management (CRM) in companies’ competitive advantage offering a case study of Tesco and their use of information technology (IT) for the enhancement of CRM policies. Literature is reviewed on the impact of IT on sustainable competitive advantage and its link with CRM. The methodology of the research is based on the analysis of secondary data and primary data collected from questionnaires to study the benefits of IT for Tesco’s CRM. Conclusions are made about the effectiveness of IT contribution to CRM in Tesco and the obstacles to its implementation. Possible solutions are recommended.

 

KEYWORDS: Dissertation, information technology, IT, Tesco, sustainable, competitive advantage, CRM, customer relationship management,

 

C/M/3387. Report on new strategy of customer relationship management in BCL

WORDS:
2850
DATE:
2013
PRICE:
29.99 GBP

The paper reports on the strategy of customer relationship management (CRM) developed for the new Birmingham Central Library (BCL). The background of the library is described indicating new facilities and services that it aims to provide. PESTLE and SWOT analysis is conducted, primary research is performed using questionnaires distributed among BCL users. A plan of CRM strategy implementation is suggested.

 

KEYWORDS: customer relationship management, CRM, BCL, Birmingham Central Library, PESTEL, SWOT,

 

C/M/3386. CRM in Birmingham Central Library: Marketing Project Report

WORDS:
3300
DATE:
2013
PRICE:
39.99 GBP

The paper reports on a marketing campaign project launched by the Birmingham Central Library (BCL) with the aim to contribute to customer relationship management (CRM). Theoretical underpinnings of CRM are reviewed, the strategy and stages of the project are detailed, analysis of the project is conducted using the models of PEST, Porter’s Five Forces, Ansoff, and statistical analysis of the survey data obtained via a questionnaire. Conclusions are made about CRM in BCL recommending relevant approaches to its improvement.

 

KEYWORDS: CRM, customer relationship management, Birmingham Central Library, BCL, marketing, project, survey, PEST, Porter’s Five Forces, Ansoff,

 

C/M/3372. Situational analysis and marketing campaign for CRM in Birmingham Central Library

WORDS:
3650
DATE:
2013
PRICE:
39.99 GBP

The paper reports on a campaign organised to enhance customer relation management (CRM) in Birmingham Central Library (BCL). A situational analysis of BCL is conducted using the models of PEST, Porter’s Five Forces and SWOT. A survey is performed via a questionnaire to study respondents’ profiles, activities and attitudes towards BCL services. The results of the campaign are analysed along the lines of the marketing mix suggesting an implementation plan for relevant initiatives.

 

KEYWORDS: Situational analysis, PEST, Porter’s Five Forces, SWOR, marketing, campaign, CRM, customer relationship management, Birmingham Central Library, BCL,

 

C/B/5566. IT systems in CRM of British Airways and Singapore Airlines

WORDS:
2550
DATE:
2013
PRICE:
29.99 GBP

The paper looks at the use of IT systems in the airline industry examining their application in customer relationship management (CRM) of two airlines, i.e. British Airways (BA) and Singapore Airlines (SA), and identifying differences in their CRM practices. Web based FirstAir facilities are recommended for passengers, flight crew and cabin crew. The IT infrastructure requirements for airlines are discussed.

 

KEYWORDS: IT systems, CRM, customer relationship management, British Airways, BA, Singapore Airlines, FirstAir,

 

C/OM/507. Differentiation strategy in SCM and CRM: case studies of Toyota and Apple

WORDS:
1550
DATE:
2013
PRICE:
19.99 GBP

The paper looks at the application of Porter’s generic strategy to supply chain management (SCM) and customer relationship management (CRM), providing a case study of SCM in Toyota, and a case study of CRM in Apple.

 

KEYWORDS: Differentiation, Porter, strategy, SCM, supply chain, CRM, customer relationship management, Toyota, Apple,

 

C/HR/1562. Dissertation. Relationship between employee motivation, performance and customer satisfaction in Etihad Airways

WORDS:
20150
DATE:
2013
PRICE:
209.99 GBP

The dissertation investigates the effects of employees’ motivation on their productivity and customer satisfaction offering a case study of the United Arab Emirates national airline Etihad Airways (EA). The background of the company is described, literature is reviewed on the motivation theory and frameworks of employee motivation. The methodology is based on secondary research and primary research conducted via questionnaires and interviews with EA service users, managers and non-management staff members. Conclusions are made about the need to enhance employee motivation in EA suggesting recommendations about motivational factors that could be incorporated into the organisation’s culture.

 

KEYWORDS: Dissertation, employee motivation, performance, customer satisfaction, Etihad Airways, EA,

 

C/M/3259. Strategies of IKEA Family Card

WORDS:
640
DATE:
2013
PRICE:
9.99 GBP

The paper examines the strategies of IKEA in attracting adult customers examining the use of IKEA Family card for the company’s market penetration and product development in current and new markets.

 

KEYWORDS: IKEA, Family Card,

 

C/M/3158. Impact of customer rewards on customer loyalty

WORDS:
4100
DATE:
2013
PRICE:
49.99 GBP

The paper looks at customer rewards as a marketing tool used to ensure customers’ loyalty arguing whether companies benefit from the maintenance of loyalty reward schemes. Definitions of loyalty are presented, the benefits and shortcomings of loyalty schemes are identified from the perspective of the customers and from the perspective of the company. Recommendations are suggested about strategies of effective customer relationship management (CRM).

 

KEYWORDS: customer rewards, customer loyalty, CRM,

 

C/M/3105. Factors affecting customer relationship in budget hotels

WORDS:
3200
DATE:
2013
PRICE:
39.99 GBP

The paper examines factors that influence customer relationship management (CRM) in the hotel industry. Prerequisites of customer loyalty and satisfaction are identified focusing on hotel loyalty programs, the drivers of CRM success are considered in the light of human resource management (HRM) and IT management in budget hotels.

 

KEYWORDS: customer relationship, CRM, budget hotels,

 

C/E/982. Dissertation outline. Supermarkets' price wars: use of Facebook by Tesco and Sainsbury's in gaining competitive advantage

WORDS:
950
DATE:
2012
PRICE:
9.99 GBP

The paper presents an extended outline of the dissertation on the use of social media, particularly Facebook, by UK supermarkets Tesco and Sainsbury’s to engage with their consumers. The aim and objectives of the dissertation are formulated, areas and sources of the literature review are defined, the methodology is described.

 

KEYWORDS: Dissertation outline, Supermarkets, price wars, Facebook, Tesco, Sainsbury’s, competitive advantage,

 

C/M/3042. Impact of customer rewards on customer loyalty

WORDS:
4100
DATE:
2013
PRICE:
49.99 GBP

The paper looks at customer rewards as a marketing tool used to ensure customers’ loyalty arguing whether companies benefit from the maintenance of loyalty reward schemes. Definitions of loyalty are presented, the benefits and shortcomings of loyalty schemes are identified from the perspective of the customers and from the perspective of the company. Recommendations are suggested about strategies of effective customer relationship management (CRM).

 

KEYWORDS: customer rewards, customer loyalty, CRM,

 

C/F/1543. Dissertation. Customer relationship management as marketing tool in banking industry

WORDS:
11450
DATE:
2012
PRICE:
119.99 GBP

The dissertation examines the role of customer relationship management in the performance of the UK banking sector. Literature is reviewed on the theory of CRM and its applications in financial services. A case study is conducted of CRM used by the Royal Bank of Scotland (RBS). The methodology of the research is based on the analysis of secondary sources and primary sources obtained from a questionnaire aimed to identify the effectiveness of CRM methods used by high street banks and other local banks. Conclusions are made about the importance of customer focus in the banking industry and the impact of CRM methods on banks' performance.

 

KEYWORDS: Dissertation, customer relationship management, CRM, marketing tool, banking industry, Royal Bank of Scotland, RBS,

 

C/M/2838. Dissertation. Role of customer relationship management in financial institutions: case study of RBS

WORDS:
11800
DATE:
2012
PRICE:
119.99 GBP

The dissertation looks at the marketing effectiveness of customer relationship management (CRM) in the financial sector. Literature is reviewed on the definitions of the CRM concept, a customer-based view of CRM, CRM effectiveness for the development of customer relationships, the features of CRM in financial services, etc. A case study is conducted of CRM practices used by Royal Bank of Scotland (RBS). The methodology of the dissertation is based on secondary research and primary research via questionnaires aimed at RBS customers. Conclusions are made about the effectiveness of the CRM as a tool to tailor financial products and services in accordance with customer needs. Recommendations are suggested about possible improvements in service encounters, customer segmentation and customer feedback strategies in RBS.

 

KEYWORDS: Dissertation, customer relationship management, CRM, financial institutions, RBS, Royal Bank of Scotland,

 

S/M/725. CRM in Asda and Sainsbury's: comparative analysis

WORDS:
5200
DATE:
2012
PRICE:
59.99 GBP

The paper reports on the approaches to customer relationship management (CRM) used by two supermarkets, Asda and Sainsbury's in the UK. The performance of the two companies is compared using the Customer Management Assessment Tool (CMAT) ad analyzing their customer life cycle, competitor profile, IT management, etc. Recommendations are suggested to both food retailers about effective strategies of customer management.

 

KEYWORDS: CRM, customer relationship management, Asda, Sainsbury's,

 

S/M/708. CRM in Asda and Sainsbury's: comparative analysis

WORDS:
5200
DATE:
2012
PRICE:
59.99 GBP

The paper reports on the approaches to customer relationship management (CRM) used by two supermarkets, Asda and Sainsbury's in the UK. The performance of the two companies is compared using the Customer Management Assessment Tool (CMAT) ad analyzing their customer life cycle, competitor profile, IT management, etc. Recommendations are suggested to both food retailers about effective strategies of customer management.

 

KEYWORDS: CRM, customer relationship management, Asda, Sainsbury's,

 

C/M/2803. Dissertation. Customer relationship management as marketing tool in banking industry: case study of RBS

WORDS:
11800
DATE:
2012
PRICE:
119.99 GBP

The dissertation investigates the use of customer relationship management (CRM) in financial services offering a case study of CRM in Royal Bank of Scotland (RBS). Literature is reviewed on CRM theory and CRM tools used by banks to build relationship with customers. The methods of the research are based on the analysis of secondary and primary data obtained from questionnaires distributed among RBS customers of varying demographics. Conclusions are made about the effectiveness of CRM initiatives at RBS.

 

KEYWORDS: Dissertation, customer relationship management, CRM, marketing tool, banking industry, RBS, Royal Bank of Scotland,

 

C/M/2799. Proposal. CRM in retail industry: case study of Marks and Spencer

WORDS:
1750
DATE:
2012
PRICE:
19.99 GBP

The paper proposes research into the theory and practices of customer relationship management (CRM) offering a case study of CRM in Marks and Spencer (M&S). The background of the research is described, the aims and objectives are formulated, literature is reviewed on the theory of CRM and consumer buying behaviour, research methodology is detailed, the timescale of work is indicated.

 

KEYWORDS: Proposal, customer relationship management, CRM, retail industry, Marks and Spencer, M&S,

 

C/M/2759. Customer centricity: case study of Team

WORDS:
3050
DATE:
2012
PRICE:
39.99 GBP

The paper looks at the concept of customer centricity offering a case study of the customer centric approach (CCA) used by Team, a UK industrial cleaning company working in the automotive sector. The theory of customer relationship management (CRM) and CCA is reviewed, the level of CCA implementation at Team is assessed suggesting changes that could enhance customer focus within the compnay.

 

KEYWORDS: Customer centricity, Team,

 

C/EI/264. Dissertation. Web design for customer support: what do users want?

WORDS:
11500
DATE:
2012
PRICE:
119.99 GBP

The dissertation examines the features of a well-designed customer support website to evaluate its benefits for the company. Literature is reviewed on the concept of website usability highlighting factors that need to be considered when designing a website, and identifying features that contribute to customer satisfaction. The research is based on the analysis of secondary data and primary data obtained through the methods of usability testing in several respondents with regard to their use of online customer service facilities provided by HSBC bank, BT Broadband, Orange mobile phone, eBay and Debenhams. Conclusions are made about the influence of the website design on users who search customer support online. Recommendations are suggested about the management of customer support websites.

 

KEYWORDS: Dissertation, web design, online, customer support, website,

 

C/M/2698. Proposal. Building and Maintaining Strong Customer Relationship: Case of Barclays

WORDS:
1600
DATE:
2012
PRICE:
19.99 GBP

The paper proposes to investigate the strategies used by UK banks to build and maintain a strong customer base suggesting a case study of Barclays Plc. The choice of the research topic is explained, the aims of the research are outlined, literature is reviewed on the theory of customer relationship management (CRM) and its application in Barclays bank, the methodology of the research is described, its timeline is indicated, related ethical issues are considered.

 

KEYWORDS: Proposal, Strong Customer Relationship, Barclays, customer relationship management, CRM,

 

C/M/2665. Dissertation. Customer relationship management in banks

WORDS:
16300
DATE:
2012
PRICE:
169.99 GBP

The dissertation examines the use of customer relationship management (CRM) in the banking sector. Literature is reviewed on the theory of CRM and the use of CRM in financial services. Primary research is conducted in a random selection of banking customers to define their perceptions of CRM activities provided by banks. Statistical analysis of the obtained data is performed. Conclusions are made about the effectiveness of CRM tools in tailoring financial products and services by the banks.

 

KEYWORDS: Dissertation, Customer relationship management, CRM, financial institutions, banks, financial services,

 

S/M/673. Dissertation. The opportunities and challenges relating to cloud CRM for large enterprises. Case studies: Dell and Amazon

WORDS:
15650
DATE:
2012
PRICE:
159.99 GBP

This dissertation looks at the opportunities and challenges that relate to cloud CRM for large enterprises. The objectives are to examine how Social CRM influences Enterprise 2.0, what benefits cloud CRM brings to enterprises, why enterprises are reluctant to adopt cloud services, and to look at the way in which cloud service providers safeguard the privacy of data. The review of literature discusses topics like cloud computing as well as cloud deployment models. The models discussed are the public cloud, community cloud, hybrid cloud, and the private cloud. The plan for the research methodology is provided, and the dissertation then introduces Dell and Amazon as case studies. A thorough examination is carried out and the study concludes with recommendations.

 

KEYWORDS: Dissertation, cloud CRM, enterprise, Social CRM, CRM, Enterprise 2.0, service providers, public cloud, community cloud, hybrid cloud, private cloud, Dell, Amazon,

 

C/M/2616. Proposal. CRM as marketing tool in banking

WORDS:
3200
DATE:
2012
PRICE:
39.99 GBP

The paper proposes to examine the tools of customer relationship management (CRM) used by companies that provide financial services. The background and objectives of the research are outlined, the areas of the literature review are indicated, the methodology of the research is described, its academic contribution is evaluated, the timescale of work is indicated, and a sample of the proposed questionnaire is presented.

 

KEYWORDS: Proposal, CRM, marketing tool, banking, customer relationship management,