Improvement of CRM of HSBC Banks, Bradford, UK

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ACKNOWLEDGEMENT

I would like to thank my research facilitator, my friends as well as my family for providing me with the support and believing me and also by guiding me throughout. Without them, it would not have been possible for me to complete my research work successfully.

DECLARATION

I, (Your name), would like to declare that the contents that have been included in my work have been done without assistance and this thesis has not been submitted for academic or professional examination previously. In this thesis, I have presented my own opinions and they have not been associated with university.

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Table of Contents

ACKNOWLEDGEMENTii

DECLARATIONiii

Justification of the Study1

Research Questions and Aims and Objectives of the Study1

Outline of the Study2

Theoretical Underpinning2

Customer Relationship Management2

Information Support in Relationship with Customers4

Management Relationship with Customers5

Trust Development trough CRM6

Data Collection7

Search Technique9

Directions for further research10

REFERENCES12

Improvement of CRM of HSBC Banks, Bradford, UK

Justification of the Study

A modern business practice widely known as customer relationship management (CRM) has been implanted in organizations. Leadership has played a major role in influencing the relationship that has been created between the leaders and the people who follow them. Changes are implemented by the leaders and they are being managed well to ensure satisfaction of the customers. The aim of this study is to identity the importance that maintaining customer relations have for the banking industry. Moreover, analysis of the CRM process with regards to HSBC Banks, Bradford, UK has also been conducted. Furthermore, recommendations to bring improvements in the CRM process in the industry have been provided which serves as a major contribution to existing literature.

Research Questions and Aims and Objectives of the Study

Before beginning with research, it is essential for the researcher to formulate the aims as well as the objectives of the research study. This serve as guidance for the researcher and enables in the development of research questions. Identification of the importance of managing customer relations in banking industry and analysis with regards to CRM processes have been done after which recommendations for HSBC Banks, Bradford, UK have been provided.

Research questions serve as guiding tool for the researcher during the time when research is being conducted. However, the questions have been devised on the basis of the aims and the objectives of the study. Research questions that have been used for guidance have been mentioned below.

CRM process followed by HSBC Banks, UK currently

Ways in which the company can bring improvements in CRM process.

Outline of the Study

The structure of the overall structure of the dissertations in order to facilitate the readers has been provided below to ensure clear understanding.

Chapter 1 - Broad but concise introduction has been provided in the chapter. Moreover, it also covers the background of the problem that needs to be addressed for the reader. The chapter gives the overview of the topic as well as the aims and objectives of the study and the research questions that have been formulated.

Chapter 2 - This chapter clearly ...