CRM in Microfinance Industry

Microfinance Industry – Research Problem, Question and Objectives Chapter 1 : Microfinance Industry Introduction : This Chapter provides a breakdown of the research content. The reader is to be provided a sense of the task the author is about to highlight in terms of past research work done and gaps, …

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Customer Relationship Management Chapter 2 LITERATURE REVIEW This Chapter reviews past literatures done on CRM. Its objective is to understand what past researchers had done in the subject area taking note of their achievements and limitations in the course of the research. The first part will clarify issues of relationship …

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Customer Relationship Management CRM and the Customer Differential (2.1.4) 2.1.4.1 Origin, Emergence, Change, and Aim of Customer Relationship Management CRM results in the technology of sales automation and call centre operations since the mid-1990s with the aim to obtain information about customer preferences stored in databases. Through interaction and processing, …

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CRM Applications and Technology 2.1.5 Customer Relationship Management CRM Applications and Technology According to Barton (2002) there is a dynamic shift in today’s Customer Relationship Management CRM marketplace. He categorizes Customer Relationship Management CRM life cycles into two where he said a close butting head has been taking place. The …

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2.1.7    Setting a Customer Relationship Management CRM Program Before executing a Customer Relationship Management CRM plan, getting to understand the processes is very important. As stated by Winer (2001), different people perceived CRM to mean different things. To some, it means direct e-mails, some other see it as mass customization …

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The Customer Relationship Management Frameworks & Frameworks : IDIC model, QCI, Value Chain 2.2 The CRM Customer Relationship Management Frameworks/Models A various range of comprehensive Customer Relationship Management CRM models have been developed. The author introduces five of them in this chapter. 2.2.1 The IDIC model of CRM Customer Relationship …

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What is Microfinance? theoretical Frame, characteristics, evolution and limitations 2.2 What is Microfinance? 2.3.1 Definition and Characteristics Microfinance as defined by Steel et al (2004) refers to small financial transactions with low-income households and micro enterprises (both urban and rural) using non-standard methodologies such as character-based lending, group guarantees and …

What is microfinance? limitations and gaps of microfinance industry Lire la suite »

Research Strategy & Data Collection: CRM in Microfinance Chapter 3: METHODOLOGY This chapter describes the different approaches that have been applied to gather necessary information in order to perform a successful research study, contributing to the development of a valid and critical thesis. An exploratory research design is chosen in …

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Microfinance industry in Cameroon and CRM implementation Chapter 4 : PRESENTATION AND ANALYSIS OF DATA 4.1     Introduction This Chapter intends to present analyses conducted on the responses from the survey instrument (questionnaire) with the use of SPSS. To do so, the author will analyze the characteristics of the respondents and …

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CRM Project et Microfinance Institutions System Tools 4.4 Objective Setting/Strategy Development Customer satisfaction is the objective of most CRM initiative. This ideology and CRM definition was pointed by the author after reviewing series of literatures during the information gathering stage of the research. It was also discovered that most CRM …

CRM project and dynamic capability for microfinance operators Lire la suite »

CHAPTER 5 : ARTEFACT/CONTRIBUTION/DELIVERABLE 5.1   Introduction The researcher in this chapter intends to point out the product of the knowledge acquired from the review of past literature on the subject area combined with the analyses obtained from the findings on the data gathered along the questionnaire. 5.2 The Theoretical CRM …

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Chapter 6 : Conclusions and recommendations 6.1 Introduction The researcher, in this chapter intends to provide his own view regarding the research area, to answer the research questions, and evaluate the research objectives which were highlighted in earlier Chapter One. 6.2 Research Questions Review The series of three questions presented …

Can CRM be implementable in Cameroon microfinance institutions ? Lire la suite »