英语论文网

摘要：本文是一篇市场营销留学论文。当今世界，全球化和多样化已经成为其主要特点。在全球化贸易中，客户和消费者都接受过良好的教育，见多识广，消息灵通。这在一定程度上增加了公司和组织之间的竞争。竞争提升了客户的议价能力和交换能力，能更高效更快速地选择最好的产品和服务。本文简要分析时代竞争中客户关系的特点和影响力。

formation to bank's front line staff. In a wide pilot this CRM model delivered an improvement in customer satisfaction as well as increased 12% in sale. Lloyds Banking Group has increased their sales and service staff by 1500 during 2001 (approximately) just because of high quality of CRM technology and programme.

Lloyds Banking Group's Strategy

Through developing the long term customer relationship, Lloyds Banking Group's strategy is remains to grow the business. Bank's businesses are determined lying on extending the deepness and attain of bank's customer relationship, enhancing product to build competitive advantage. This enable bank to get its vision of being the best financial organisation in the UK.

Bank's key for driving more income and more business growth, it has to focus on improving personal, commercial and corporate customers' relation although developing and creating new products that assemble the needs of existing consumers and draw new consumers as well.

5.0 FINDINGS

This chapter will present the result of the primary research, which is about the data collected from the employees and customers of Lloyds Banking Group using questionnaires, a type qualitative and quantitative method technique.

5.1 ANALYSIS OF QUESTAINNAIRES (PRIMARY DATA)

According to Sharp J. A., Peters J. and Howard K. (2004, pg.113) “Data analysis is the ordering and structuring of data to produce knowledge”. Again they said “Statistical method enjoys a special position in research because they grew up through attempts by mathematicians to provide solutions to problems of defining and building of knowledge noted by philosophers”. They said this in same book at page 114.

5.2 RESEARCH WITH LLOYDS BANKING GROUP'S EMPLOYEE

Q.1: How can the definition and benefits of CRM in Lloyds Banking Group is described?

Lloyds Banking Group looks at Customer Relationship Management as integrating the activities of sales, marketing and service to accomplish a common goal. Lloyds Banking Group applies Customer Relationship Management from consumer to consumer base by offering the right product or service to right consumer at the right time. Lloyds Banking Group always looks right products or services that fit the consumers' needs and right time when consumers actually need that products or services. According to Lloyds this is not only depends on its internal environment that includes its management goals although it is closely looks its external environment, multi channels environment (new technologies), competitors and level of consumers' satisfaction.

Lloyds Banking Group looks forward to its goals by achieving long term relationships and satisfied customers I the globally changing competitiveness, which is supported by Sherif (2002). He said “Focus on supervision customer relations and in particular pleasure, in order to capably maximize revenues”.

Source: Adopted from face-to-face interviews.

Q.2: How can the Customer Relationship Management processes in Lloyds 本论文由英语论文网提供整理，提供论文代写，英语论文代写，代写论文，代写英语论文，代写留学生论文，代写英文论文，留学生论文代写相关核心关键词搜索。