Customer Acquisition and Retention in Non-Banking Finance Companies (NBFC)

Customer Retention Programs of CRM and Customer Retention in E-Banking

This study, considering various viewpoints and concepts about customer relationship management (CRM), aims to propose a comprehensive set of customer retention programs of CRM (including customer service, loyalty programs, customization, and online community) and describe the correlation between each of these programs and customer retention. In doing so, the empirical data collected by the mean...

Realizing Customer Retention Potentials by Electronic Banking

New media, e.g. the internet, are no longer just the playground for “online-freaks”, firms have recognized the chances offered by online communication. An empirical study, conducted by the LudwigMaximilians-University of Munich, Germany, reveals that service industries (mainly financial service providers) regard online advertising as very important (Schwaiger 1998). When asked about future impo...

Acquisition versus Retention: Competitive Customer Relationship Management

Customer relationship management suggests that sellers identify their most valuable customers and provide special products/services to them, either immediately in an effort to build a sense of commitment to the firm (an acquisition strategy) or just as they are thinking of leaving (a retention strategy). While a monopolist profits most from an acquisition CRM strategy, assuming costs are held c...

The Influence of Customer Satisfaction and Switching Costs on Customer Retention: Retail Internet Banking Services

The objective of this study was to develop a research model that examines direct effects of customer satisfaction and switching costs on customer retention as well as the moderating effect of switching costs on the relationship between customer satisfaction and customer retention on basic and advanced retail Internet banking users in Hong Kong. An online questionnaire was employed as the means ...

Money, Banking, and Finance