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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。

ed the Customer relationship Management process by its definition, types and classification of Customer Relationship Management applied to survey.

According to Efran Turban (2008), “CRM is a customer centric approach that targeted on making long term and sustainable relationship with customers, which include value for the customers and company”.

Tan et al (2002) and Payne (2005) said that ‘there are three types of CRM activities, which are; operational, analytical and collaborative. Operational Customer Relationship Management is involved typical business functions that including marketing and sales management, customer satisfaction, customer services, customer value and customer loyalty. Analytical Customer Relationship Management related to activities, which capture, store, extract, process, analyze, interpret and report customer data. And all communication, coordination and collaboration between customers and companies are deals with Collaborative Customer Relationship Management'.

The researcher implemented the above classification on to the research survey. He collected data from customers to cover operational customer relationship management, collected data from employee to cover analytical customer relationship management and collected data from employees and customers both to cover collaborative customer relationship management.

The following customer survey questionnaires, graphs, charts are stated on the appendices chapter 10. The analyses of the findings of customer survey are stated on next chapter 6.

6.0 DISCUSSION AND ANALYSIS

In the previous chapter, the research findings were discussed. This chapter will discuss about the data analysis from using graphs, tables and charts, which are shown in appendices. Therefore this chapter will make a comparison of analyzed data of Lloyds Banking Group and Literature review.

6.1 DISCUSSION AND ANALYSIS OF DATA COLLECTED FROM EMPLOYEES

Lloyds Banking Group has started to focus on implementing and developing customer relationship management system accordingly as rapidly decreasing inflation rate and changing economic conditions scenario. Presently around sixteen millions customers are doing business with Lloyds Banking Group and the total number of employees is currently around 76000. The significance for the bank of managing long-term relationships with consumers has been drive of the joint projects which Kognitio has been developed. The routinely collecting and cleansing data has been focused as a problem of this projects as realizing the importance of customer information availability. The undertaken project by the bank with the strength that has been characterized the whole customer relationship management development. The project has promoted a enormous participation of the branches, that is the portfolio managers and campaigns managers have been launched for popularizing between branch employee the importance of collecting and maintaining consistent customer data.

6.1.1 CUSTOMER RELATIONSHIP MANAGEMENT PROCESS

Swift's (2001) advocated that “there are four stages of Customer Relationship Managem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。