Performances of Customer Relationship Management and Business in Sri Lankan Financial institutes: A Detailed Analysis
No Thumbnail Available
Date
2011
Authors
Journal Title
Journal ISSN
Volume Title
Publisher
Uva Wellassa University of Srilanka
Abstract
Note: See the PDF Version
In the last few decades, the service sector has experienced a dramatic change and in turn has also increased its importance to the economy. Further, it can be identified that there is a significant growth in the service sector of the Sri Lankan economy.
Today in Sri Lanka, Financial sector is growing rapidly since most people understand the importance of the financial services to the day to day activities. Hence, this trend triggers the competition among the financial companies. In order to face the competition, companies tend to implement various strategies. Among them, Customer Relationship Management (CRM) is one of the strategies that the companies have adapted and invested more. Accordingly, this study focused to identify the impact of these programs on the performance of the companies.
Thus, this study mainly focused on identifying the nature of the CRM and performance in Sri Lankan Financial institutions, identifying the impact of CRM on business performance in Sri Lankan Financial institutions, and determining the relative contribution of each factor of CRM on the business performance of Sri Lankan Financial institutions.
Description
Keywords
Economics, Business Management