№1, 2011
SOME FEATURES OF CUSTOMER RELATIONSHIP MANAGEMENT IN FINANCIAL INSTITUTIONS
This article is devoted to customer relationship management systems (CRM-system). The importance of the research is substantiated and the purpose of the study is explained. The article reveals the essence of CRM-system and invstigates the motivating factors for the use of these technologies. It describes the CeRM-solution features and benefits of the CRM-system in the process of application for financial institutions e.g. banking sector. The recommendations on the effectiveness of decision-CRM-systems are presented. (p. 39-46)
Keywords:Customer Relationship Management, e-commerce, e-banking, e-marketing, banking, financial system, business information, CRM-strategy, CRM-solutions.
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