Effects of Customer Relationship Management systems on financial performance of Commercial Banks in Kenya

Simple item page
dc.contributor.authorMungla, Christine
dc.date.accessioned2018-10-19T08:30:21Z
dc.date.available2018-10-19T08:30:21Z
dc.date.issued2018
dc.descriptionSubmitted in partial fulfillment of the requirements for the award of a Master’s in Business Administration (MBA) Degreeen_US
dc.description.abstractCommercial Banks in Kenya have continually invested in technology and in particular, Customer Relationship Management (CRM) systems and trained employees on how to handle these systems. The foundation for the development of CRM systems is generally considered to be relationship marketing. These systems provide the foundation and tools commercial banks need to implement processes that maximize opportunities and design client experience that differentiates them from competitors. The purpose of the study was to examine effects of adopting customer relationship management systems on financial performance of commercial banks in Kenya. The target population for this study were commercial banks that have been in operation between the years 2013 to 2017. A cross sectional study design was used. Primary data was collected using structured questionnaires. The findings showed that with the adoption of CRM systems commercial banks in Kenya have improved their overall engagement with their customers. This has led to innovation of a variety of products for bank customers. The main challenges observed in the adoption of CRM systems were rapid rate of technological change on CRM systems and high operational costs such as need for continuous staff training resulting in the need to hire skilled staff. The results of this study will inform bank management on the cost –benefit analysis on decision to invest in CRM systems.en_US
dc.identifier.urihttp://hdl.handle.net/11071/5976
dc.language.isoenen_US
dc.publisherStrathmore Universityen_US
dc.subjectCommercial Banks in Kenya (CBK)en_US
dc.subjectCustomer Relationship Management (CRM) systemsen_US
dc.subjectTechnologyen_US
dc.titleEffects of Customer Relationship Management systems on financial performance of Commercial Banks in Kenyaen_US
dc.typeThesisen_US
Files
Original bundle
Now showing 1 - 1 of 1
Thumbnail Image
Name:
Effects of Customer Relationship Management systems on financial performance of Commercial Banks in Kenya.pdf
Size:
1.54 MB
Format:
Adobe Portable Document Format
Description:
Fulltext Thesis
Download
License bundle
Now showing 1 - 1 of 1
Thumbnail Image
Name:
license.txt
Size:
1.71 KB
Format:
Item-specific license agreed upon to submission
Description:
Download
Collections
MBA Theses and Dissertations (2018)