This 5 page paper is a dissertation proposal with the aim of undertaking a study to develop an evaluation system to predict the value that CRM may add to a banking organisation when looking at any specific organisation and the specific CRM system. The bibliography cites 11 sources.

A 13 page paper assessing governance at 2 private and 2 state-owned banks in India. Businesses within the same industry operate by standard means in many respects, but each is different in its management, goals for the future and perspective on the value of customers. The process of assessing governance at four Indian banks reveals immense differences in these factors. The banks examined here are ICICI Bank Ltd., HDFC Bank Ltd., State Bank of India and Global Trust Bank. The focus is on financial performance for two years prior to and two years after significant capital inflow. In the case of ICICI Bank and HDFC Bank, these points were when they became the first and second Indian banks to be traded on the New York Stock Exchange. Includes 2 figures and 5 tables. Bibliography lists 14 sources.

This 79 page paper is a dissertation style paper undertaking research to look at how the Scandinavian airline SAS can improve customer loyalty and the potential of using customer relationship management (CRM) to achieve increased loyalty. The paper looks at the development of the company, how they compete and the current loyalty system that is in place followed by an in-depth literature review concerning customer loyalty and CRM. A methodology is offered and simulated primary research results are presented before a conclusion is reached that recommends the adoption of a CRM system. The bibliography cites 54 sources.

This 7 page report discusses the what customer relationship management (CRM) is and reviews literature related to the topic. The value of CRM is discussed along with what major factors have to be present for CRM to meet its full potential. Bibliography lists 11 sources.

is seen by many as having a great deal of potential to add to the value chain, creating better information and enhancing the relationship between the supplier and the buyer. This 20 page paper considers applications of CRM to e-commerce. There is a great deal of potential synergy in this market, but there are also problems. The paper considers these problems and presents some guidelines by which CRM and E-commerce should be integrated. The bibliography cites 23 sources.