Open AccessRyšių su klientais valdymo poveikis finansinių paslaugų plėtrai
Author(s) -
Vytautas Sūdžius
Publication year - 2007
Publication title -
verslas: teorija ir praktika
Language(s) - English
Resource type - Journals
SCImago Journal Rank - 0.369
H-Index - 17
eISSN - 1822-4202
pISSN - 1648-0627
DOI - 10.3846/btp.2007.23
Subject(s) - business administration , business , service quality , lithuanian , customer relationship management , marketing , service (business) , management , operations management , engineering , economics , linguistics , philosophy
The main objective of the article was to evaluate the customer relationship management in finance service enterprises and provide the means for improvement of this relationship. In the paper the existing quality of services and communications between enterprises and their customers is evaluated, the expert rating of enterprises quality factors is conducted and the means for customer relationship improvement in financial service enterprises are suggested. The paper revealed problems of relationship between private clients and the office staff, presented the private customers' needs and expectations research, which helped to identify the main problems of services and enterprise's relationship with private clients. The experts rated the main enterprises quality factors in order to propose the steps for improvement of customer relationship management