Customer Relationship Management Practices Among Banks
The objective of this paper is to propose a framework on the Customer Relationship Management (CRM) practices among banks. The conceptual framework is design based on two marketing theories: (i) Relationship Marketing Theory and (ii) Customer Relationship Management Theory. In this study, the concept of CRM is based on six important dimensions. These dimensions are (i) customer acquisition, (ii) customer response, (iii) customer knowledge, (iv) […]