<< /Pg 27 0 R << /S /LBody /K 562 0 R /K 47 /ColorSpace << /S /LBody /F6 458 0 R /Im0 480 0 R << Think about your experience and state the positive and negative side. null null 259 0 R null null null 260 0 R null 261 0 R null null null null 336 0 R null 337 0 R null null 338 0 R null endobj /S /P /Group 478 0 R >> /Pg 27 0 R << /S /L Branching of information, sub-folders, and custom tailored features >> It has gone from being an important edge in the business /Pages 4 0 R /K 8 /Contents 505 0 R feedback in these areas. /XObject << /K [393 0 R 26 394 0 R] Ms.Axita Shah << /K 7 /S /Underline >> /Im0 480 0 R /A 686 0 R 7 [null 101 0 R 87 0 R 357 0 R 100 0 R 358 0 R] /Im0 480 0 R /S /L By accepting, you agree to the updated privacy policy. /Pg 39 0 R >> /K 6 /S /P >> /Im0 459 0 R /S /P /CS0 [/ICCBased 451 0 R] stream << Knowledge Network of Toyota. /P 17 0 R rely heavily on two distinct features: customer service or technology. /Kids [59 0 R 60 0 R 61 0 R 62 0 R 63 0 R] endobj /K 29 /S /Figure >> endobj >> /CropBox [0.0 0.0 595.32 841.92] /CS1 [/ICCBased 450 0 R] The study also implies that customers of Agrani bank are more committed and loyal as they receive better quality of services compared to other two public banks. 115 0 obj day, 7 days a week. 284 0 obj /ExtGState << 312 0 obj /K 375 Nguyen Quoc Trung. /K 332 /Pg 63 0 R /K 3 187 0 R 188 0 R 189 0 R 190 0 R 191 0 R 192 0 R 193 0 R 194 0 R 195 0 R 196 0 R endobj /P 16 0 R >> /CS1 [/ICCBased 450 0 R] The Report writing: To epitomize the internee's analysis, findings and achievements, in the proceeding one phase. << >> 209 0 obj endobj /Pg 46 0 R /Pg 47 0 R /A 705 0 R Ltd. endobj endobj << /K 3 /Pg 34 0 R << >> >> 376 0 obj /MediaBox [0.0 0.0 595.32 841.92] undertake my summer training in the organization. the de-intermediation process is fast changing the nature of >> 402 0 obj >> >> << industry can give financial service providers truly impressive /Pg 54 0 R /Parent 9 0 R << the customer directly could access information, match customer >> endobj Features 8. /P 17 0 R /StructParents 35 You need to be honest with your performance, as your adviser may feel the need to verify such with the company. /TextBox /Art /K [615 0 R 616 0 R 617 0 R 169] /Parent 15 0 R /Pg 27 0 R It is essential for the sales representatives to understand the needs, interest as well as budget of the customers. Report Report. /K [64 0 R 65 0 R 66 0 R 67 0 R 68 0 R 69 0 R 70 0 R 71 0 R 72 0 R 73 0 R >> /S /Figure << 72 0 obj /K 17 /Contents 463 0 R /K [612 0 R 613 0 R 614 0 R 156] 2. /P 17 0 R /P 549 0 R software companies began releasing newer, more advanced solutions 31 [202 0 R 203 0 R 94 0 R] >> << This information would make it easier for the company staff to identify different reports. << /A 687 0 R >> endobj /Im0 480 0 R /Parent 13 0 R >> 289 0 obj >> /Font << The regression coefficients of customer loyalty to the banks on these factors are found to be 0.696, 0.693, and 0.599 respectively at 5% level of significance. << Stockholm, Stockholm County, Sweden. 79 0 obj /Parent 10 0 R me in my practical learning. /TT3 489 0 R /K 354 /First 7 0 R /P 569 0 R endobj /ExtGState << of quite sometime. endobj >> /P 17 0 R /Font << >> /Type /Page 263 0 obj >> /P 622 0 R /P 558 0 R AES INSTITUTE OF COMPUTER STUDIES from such a friendly and helpful cordial work environment. /S /P /ColorSpace << 261 0 obj endobj NY Phone +1 (555) 210 3184 Experience Phoenix, AZ Schroeder-Cummerata Implement and provide ongoing management of LEGO Education's Microsoft Dynamics CRM Create and maintain reports and dashboards, while analysing data to produce sales reports that identify key trends and create insights endobj /Font << - Provides strategic HR support to 4 Senior . /Im4 524 0 R /K 367 82 0 obj << 242 0 obj /P 17 0 R << /P 17 0 R /CropBox [0.0 0.0 595.32 841.92] /Pg 27 0 R endobj 17 0 obj << endobj /Pg 27 0 R endobj mutual value through learning about each other. in the secondary market. /Pg 27 0 R /K 8 /Group 478 0 R 21 [148 0 R 149 0 R 150 0 R 151 0 R null null 385 0 R null null null 2. /XObject << facilitating communication in several ways: Provide product information, product use information, and /K 6 to target consolidated customer segments. /ParentTreeNextKey 51 >> /CropBox [0.0 0.0 595.32 841.92] << >> /CS1 [/ICCBased 450 0 R] /Contents 491 0 R 315 0 obj /Type /Page /GS0 452 0 R 104 0 obj /P 620 0 R /K 7 endobj << endobj endobj /Font << /Pg 60 0 R /Im0 480 0 R 231 0 obj << /Pg 49 0 R 189 0 obj << /Group 478 0 R /P 616 0 R endobj /CS0 [/ICCBased 451 0 R] >> 274 0 obj endobj /P 17 0 R /S /H3 moving toward Internet solutions. This also requires the organization to have strategies /Pg 39 0 R >> 337 0 obj 319 0 obj << /TT1 453 0 R endobj endobj /MediaBox [0.0 0.0 595.32 841.92] 37 0 obj /Rotate 0 endobj /Pg 60 0 R endobj >> Exploit up-selling and cross-selling potential. This article proposed a framework that guides research based on banks, customers and markets issues. Evolution 5. retaining customers by leveraging the latest advanced technologies. 5 [84 0 R null null 238 0 R null null null 239 0 R null null << /P 605 0 R endobj endobj Thus several companies such as /Pg 30 0 R /CS1 [/ICCBased 450 0 R] 332 0 obj /Author (Sarker, Rashedul) /P 627 0 R /StructParents 33 endobj 374 0 obj /Pg 30 0 R /Pg 57 0 R << /S /P 2014-08-04T10:31:24+06:00 /P 17 0 R 334 0 obj increased customer satisfaction from order to end product. Data were collected from the customers of three public banks from a sample of 150 respondents, where 10 respondents were from each of 5 randomly selected branches of each bank. It appears that you have an ad-blocker running. /Pg 43 0 R endobj /ExtGState << >> Contact me at rutvi135@gmail.com or (+1)647-861-9049.<br><br>I am a student of Global Business Management at Humber College, enthusiastic about and looking to build a career in Supply Chain. organizations customer base must be stratified into segments /Rotate 0 404 0 obj 147 0 R 148 0 R 149 0 R 150 0 R 151 0 R 152 0 R 153 0 R 154 0 R 155 0 R 156 0 R >> << /Contents 492 0 R endobj mohit bhendarkar (roll no. endobj /P 17 0 R /CropBox [0.0 0.0 595.32 841.92] /P 546 0 R understanding of the customers needs and desires we can keep them /K 75 /Pg 27 0 R /Im1 494 0 R helping to ensure that the relationship works and the more HWn6}W(^pPWE>8-]GZugHw'@ )j8<3. endobj /Im0 480 0 R /CropBox [0.0 0.0 595.32 841.92] << /P 17 0 R << >> /CS1 [/ICCBased 450 0 R] << 80 0 obj >> >> 68 0 obj service. << /Length 1262 /K 297 >> << /ExtGState << /TT0 474 0 R 184 0 obj /XObject << << >> /K 3 >> /MediaBox [0.0 0.0 595.32 841.92] The primary objective of the internship is to generate a thorough understanding of the workplace relationship, performing of the activities and engaging oneself in the working environment. /K 547 0 R /ExtGState << /CS0 [/ICCBased 451 0 R] /Chart /Figure >> how do you not lag when customers are moving lightning fast to /Im0 480 0 R >> /Rotate 0 endobj Shani and Chalasani define relationship marketing as an /Pg 27 0 R /S /P /Alt endobj /A 714 0 R /TT2 475 0 R /CS0 [/ICCBased 451 0 R] /S /P /CS0 [/ICCBased 451 0 R] 66 0 obj divisions through shared information and understanding, leading to /S /P /S /Underline endobj /S /H3 endobj >> /P 629 0 R /P 17 0 R /K [0 365 0 R] Three key phases 1. /P 17 0 R /K 8 299 0 obj >> endobj 46 0 obj /P 85 0 R /P 17 0 R /K 3 /Underline /Span >> /K [663 0 R 664 0 R 665 0 R 377] /CropBox [0.0 0.0 595.32 841.92] >> << /K [609 0 R 610 0 R 611 0 R 143] endobj /Pg 61 0 R << endobj >> /K 3 Tie-ins over time: The greater the effort a customer spends on /Font << /P 598 0 R /StructParents 5 /TT0 474 0 R endobj /Font << emphasizing the promotional aspects of marketing linked to database /Pg 30 0 R >> 54 0 obj longer and sell more to them. << << 92 0 obj /Contents 518 0 R endobj << << /Pg 51 0 R /Title (a\) Desktop) /S /TR /Contents 493 0 R /CS0 [/ICCBased 451 0 R] /CropBox [0.0 0.0 595.32 841.92] The CRM program can be integrated into other cross-functional endobj /Parent 4 0 R /Pg 53 0 R product quality and quality of service to differentiate itself from impacts that business path is a continuing source of debate in the /Pg 56 0 R 136 0 R] << 416 0 obj >> /K 302 >> D:20140713185718 /Pg 59 0 R /Obj 500 0 R 275 0 obj 436 0 obj /Pg 27 0 R << << /CS1 [/ICCBased 450 0 R] /K 362 First among these was that it was /S /P /ColorSpace << /Pg 27 0 R >> endobj Motorola, IBM, General Motors, Xerox, Ford, Toyota, etc formed provided new possibilities and CRM took off as providers began /Pg 27 0 R Develop Technical Specifications /K 336 /P 597 0 R /Pg 27 0 R >> /S /P /K 9 null null null 247 0 R null null null 248 0 R null 249 0 R /Type /Page >> /Pg 33 0 R endobj endobj endobj Another force driving the adoption of CRM has been the total /K 1 << /XObject << endobj >> 303 0 obj endobj 156 0 obj Looks like youve clipped this slide to already. << /S /P /Pg 27 0 R Following the line of thought of the article and with reference to relevant literature, theorie, Final Understanding Culture Society and Politics 11 LAS 1, 426729534 Modulo 2 Lenguaje Claro Servidor Publico, Road of Success Assignment - Prefered Stody, KISI-KISI PTS 2 Bahasa Indonesia KLS 9. 318 0 obj /P 17 0 R /Resources << /Pg 60 0 R A CRM system helps companies stay connected to customers, streamline processes, and improve profitability. 160 0 obj /Type /Page /P 653 0 R /Pg 38 0 R << /TT0 474 0 R /TT1 476 0 R /P 17 0 R 11 [107 0 R null null 367 0 R null null null 368 0 R null null /Type /Catalog /K 5 << Academia.edu uses cookies to personalize content, tailor ads and improve the user experience. /CS1 [/ICCBased 450 0 R] improving customer service. /Resources << >> /P 16 0 R 232 0 obj /Pg 27 0 R << /MediaBox [0.0 0.0 595.32 841.92] >> 386 0 obj 403 0 obj endobj << >> /Prev 724 0 R 293 0 obj << endobj /K 2 << /S /P << /CropBox [0.0 0.0 595.32 841.92] /Outline /Span >> /CS2 [/ICCBased 450 0 R] >> endobj /Pg 36 0 R >> 204 0 obj endobj /P 17 0 R << >> /P 556 0 R 291 0 obj /P 90 0 R >> /Im0 480 0 R endobj 164 0 obj /Pg 27 0 R endobj null 302 0 R null null null 303 0 R null null null 304 0 R 208 0 obj /K 19 Another narrow, yet relevant, viewpoint is to consider CRM << /P 17 0 R MANAGEMENT /S /Underline /Pg 48 0 R >> 405 0 obj /ColorSpace << As /Parent 4 0 R Customer expectations are changing almost on a daily basis. Customer relationship management and importance of relationship marketing in e-commerce web development project report (Bookz report). /K 1 61 0 obj >> You will need a professional-looking title page, followed by a series of neatly-labeled sections describing your internship. /P 17 0 R /P 581 0 R 99 0 obj This includes, but is not limited to, /Strikeout /Span /K [0 395 0 R] 410 0 obj 144 0 obj >> null null null null null 412 0 R] endobj endobj /P 17 0 R >> /S /H3 << /Kids [27 0 R 28 0 R 29 0 R 30 0 R 31 0 R 32 0 R 33 0 R] /Pg 23 0 R /K 94 >> /K 2 shall the customer retention with the organization. 111 0 obj endobj /P 85 0 R /S /P /MediaBox [0.0 0.0 595.32 841.92] >> /Pg 27 0 R endobj /TT4 483 0 R endobj /S /P >> About The Internship. Proven experience in designing and implementing Artificial Intelligence design tools such as Values, Principles and Storytelling, Value Maps, Metaphor Hacking, Algorithmic Impact Assessment, Ethics Setting Maps, Social Failure Mode, and Ethical Design. /Title (3.11 Filling out Cards) endobj /S /P /P 109 0 R /P 541 0 R << endobj /S /H3 << endobj /K 180 /MediaBox [0.0 0.0 595.32 841.92] endobj 366 0 obj >> AT 4 0 obj Communicating with other teams within the company to improve customer experience. /MediaBox [0.0 0.0 595.32 841.92] Organizations primarily use it to collect and analyze customer information. /S /P The document contains information about the organization and the responsibilities performed throughout the period between June and August 2011. >> /Count 32 /Pg 37 0 R /A 680 0 R >> >> /S /P /S /GoTo /K 1 /Pg 39 0 R 429 0 obj /K 19 /K [2 236 0 R] /P 85 0 R application/pdf /P 570 0 R determine which customers can be retained or given a higher level of 90 0 obj endobj << /MediaBox [0.0 0.0 595.32 841.92] /K 6 /K 2 /Im1 515 0 R (2017). >> /StructParents 10 << /XObject << /Pg 56 0 R /S /P /Pg 45 0 R /K 565 0 R A firm that wants to implement CRM must align it's business /Pg 42 0 R 259 0 obj Databases and direct marketing tools give them the means to /Count 7 /P 85 0 R /K 3 >> << /GS0 452 0 R Customer relationship management includes the principles, practices, and guidelines an organization follows when interacting with its customers. << We are on the lookout for a Customer Relationship Management Intern to join our growing team. /K 245 Design new cross-functional business processes (where /K 9 >> /P 17 0 R /Contents 537 0 R >> 8 0 obj Instead of feeding information repurchase probabilities, repurchase times, and repurchase endobj 434 0 obj necessary to involve customers and suppliers in implementing the /ExtGState << /Pg 43 0 R 107 0 R 108 0 R 109 0 R 110 0 R 111 0 R 112 0 R 113 0 R 114 0 R 115 0 R 116 0 R << /S /P << >> /K 2 /Im0 480 0 R /P 704 0 R 84 0 obj endobj /Font << /TT2 475 0 R /GS0 452 0 R 187 0 obj >> /P 691 0 R /Rotate 0 >> operative and collaborative relationships between the firm and its /P 560 0 R The basic premise of continuity << /K 10 /Pg 22 0 R endobj endobj /TT1 453 0 R endobj 207 0 R 208 0 R 209 0 R 210 0 R 211 0 R 212 0 R 213 0 R 214 0 R 215 0 R 216 0 R /S /TextBox 360 0 obj /S /P /TT1 476 0 R supporting the enormous amounts of information. /P 17 0 R Match Technical Specifications to available technology << /A 670 0 R /Pg 22 0 R the promise of forever changing the way businesses small and large 44 0 obj /P 602 0 R /K [0 422 0 R] /CS0 [/ICCBased 451 0 R] /Annots [500 0 R] /CS1 [/ICCBased 450 0 R] /Im0 480 0 R /K 1 /S /TextBox These include: -. /S /P /CS1 [/ICCBased 450 0 R] /Resources << >> endobj << /Im0 480 0 R endobj endobj /Pg 27 0 R /Pg 48 0 R >> /K [606 0 R 607 0 R 608 0 R 130] 154 0 obj >> /S /P /TT0 474 0 R /K [0 364 0 R] /K 24 << /Font << endobj /P 17 0 R >> Internship is such a program which makes a student experiences the corporate life for the first time. /TT2 476 0 R /S /P endobj /S /P << /P 17 0 R >> << 382 0 obj /K [57 701 0 R] The notion of the customer as on individual customers is utilized to develop frequency marketing, endobj << /K 13 >> 183 0 obj /P 17 0 R >> SATISFACTION. /Pg 47 0 R /S /Underline >> /P 695 0 R /TT1 475 0 R /P 626 0 R << /S /TR /Type /Page /P 93 0 R endobj << /MediaBox [0.0 0.0 595.32 841.92] /S /LBody /Type /Page /S /P /P 589 0 R >> /Pg 22 0 R << /K [357 0 R 4 358 0 R] >> /Pg 45 0 R /Parent 11 0 R 2 0 obj >> >> << /S /P /K [21 693 0 R] /CropBox [0.0 0.0 595.32 841.92] << 23 0 obj << >> /TT0 453 0 R 197 0 R 198 0 R 199 0 R 200 0 R 201 0 R 202 0 R 203 0 R 204 0 R 205 0 R 206 0 R /Font << /K 0 << << /Count 5 /K 5 /Pg 57 0 R efforts. /Pg 27 0 R endobj << requirements, know what other products a customer had purchased, 262 0 obj 180 0 obj << /S /P /MediaBox [0.0 0.0 595.32 841.92] /GS0 452 0 R /K [241 0 R 245 0 R 249 0 R 253 0 R 257 0 R 261 0 R 265 0 R 269 0 R 273 0 R 277 0 R /CS0 [/ICCBased 451 0 R] >> >> /TT3 483 0 R A good CRM program can improve customer service by 407 0 obj /Pg 27 0 R >> /Group 478 0 R << /S /TR >> >> /P 140 0 R >> >> >> endobj >> >> >> /P 16 0 R tactics is used for customer bonding or staying in touch after the sale endobj /Resources << 271 0 obj >> Internal Project Guide In this broader sense, customer relationship management is the overall process of building and maintaining profitable customer relationships by delivering superior. /P 17 0 R a relationship over time, the greater the customers stake in /K 237 0 R << << 69 0 obj 125 0 obj 142 0 obj /TT2 475 0 R 358 0 obj /Pg 27 0 R /TT0 474 0 R /GS0 452 0 R Product Configuration null null 436 0 R null null 437 0 R] /S /H2 It has to innovate and meet the very needs >> endobj /S /P /P 102 0 R /MediaBox [0.0 0.0 595.32 841.92] /S /P /CS1 [/ICCBased 450 0 R] /CS1 [/ICCBased 450 0 R] /S /P << /K 3 >> << Applications 11. /P 17 0 R Customer Retention : customer returns and buys . 41 [227 0 R null null null 433 0 R null null 230 0 R null null /Group 478 0 R 148 0 obj endobj << /TT0 474 0 R >> /Rotate 0 /A 674 0 R /P 17 0 R /P 17 0 R /P 17 0 R endobj /P 17 0 R Provide a mechanism to track all points of contact between a 222 0 obj << 29 [199 0 R 395 0 R] /A 578 0 R /CropBox [0.0 0.0 595.32 841.92] /S /Table /K 206 /TT0 474 0 R << /K 8 /S /TR /ExtGState << endobj /S /P Acrobat PDFMaker 9.0 for Word /S /P /P 17 0 R /Resources << >> endobj endobj The study aims to evaluate factors influencing the customer loyalty in public banking sector of Bangladesh and to investigate the relationship between influential factors and customer loyalty. /MediaBox [0.0 0.0 595.32 841.92] 302 0 obj /P 595 0 R Provide a fast mechanism for managing and scheduling follow- << 306 0 obj 440 0 obj << /Group 478 0 R History of CRM 3. /K 0 << endobj endobj << /TT2 476 0 R /Type /Page << /Pg 34 0 R 138 0 obj endobj /Rotate 0 /Parent 7 0 R 268 0 obj endobj world of corporate management. /Pg 50 0 R /P 16 0 R >> >> /K [7 683 0 R] /Im0 480 0 R >> This report shows that the Standard Bank limited is doing well according to Bangladesh bank guidelines. << >> << >> /S /TextBox But processes and organizational goals are not part of a strategic design a service strategy for each customer based on these /ExtGState << >> /Im0 480 0 R << endobj /CS1 [/ICCBased 450 0 R] /P 552 0 R << Components 9. << 14 0 obj >> 106 0 obj /ColorSpace << >> >> We've updated our privacy policy. /TT2 455 0 R /P 17 0 R /Group 478 0 R 441 0 obj /Count 5 /P 654 0 R endobj /Pg 58 0 R Hello Connections, I'm super excited to share that I have completed my internship with bigbasket.com as Customer Relationship Management Intern. /P 193 0 R >> /Type /Page endobj /TT2 483 0 R Definitions 4. endobj >> >> >> /S /P /K 102 endobj /Parent 4 0 R /Im0 480 0 R /S /Underline /S /TR >> >> /S /LBody << 157 0 R 158 0 R 159 0 R 160 0 R 161 0 R 162 0 R 163 0 R 164 0 R 165 0 R 166 0 R Project Titles :<br> <br>1) Sales Generating Strategies for Outlook Group's Magazines using Corporate Promotional Activities & Online Internet Marketing.<br>2) Maintaining CRM By Studying Consumer Buying Behavior Of Outlook Magazines.<br>3) To Study the Potential of Social Networking Sites In Order to Increase Circulation of Outlook Magazines.<br>4) Role of E-commerce and CRM, Survey of . endobj /CropBox [0.0 0.0 595.32 841.92] only as customer retention in which a variety of after marketing Before we begin to examine the conceptual foundations of CRM, /Font << 150 0 obj << /P 17 0 R /XObject << << >> /K 0 /TT0 474 0 R /P 17 0 R /Rotate 0 /P 16 0 R null null 290 0 R null null null 291 0 R null null null /XObject << /XObject << /Pg 52 0 R Standard bank limited fulfills every requirement of risk management as per Bangladesh bank guidelines. /K 1 >> /P 702 0 R /K 1 << /P 98 0 R Mr. /Im0 480 0 R >> /P 85 0 R /P 17 0 R Internship Report on Customer Relationship Management Mercantile Bank Limited Submitted to: Dr. Salehuddin Ahmed Professor BRAC University Submitted by: Md. /S /P /Group 478 0 R /S /P /S /H3 /Group 478 0 R /P 17 0 R 141 0 obj /Pg 27 0 R >> << /P 207 0 R 38 [null null null 423 0 R null null null 424 0 R null null /CS0 [/ICCBased 451 0 R] 186 0 obj /K 51 /TT1 475 0 R 40 [226 0 R 432 0 R] /S /LBody /ExtGState << 76 0 obj endobj /K [630 0 R 631 0 R 632 0 R 234] like to extend my gratitude towards-, Mr. Harshit Bhavsar (Business Development Head) Results indicated some deficiencies in the dimensions proposed in the framework when contrasting them to research dimensions concluded in the analysis of keywords. >> >> /TT3 489 0 R /K 15 endobj individuals consumers and to continuously strengthen the network >> Embarking on customers for internship report management: staff members and excise duty will change of loan . Service as a differentiator: The more competitive a market /Type /Pages /S /P /Alt /Annots [469 0 R 470 0 R 471 0 R 472 0 R] /P 557 0 R << endobj /P 17 0 R >> 112 0 obj an organized way. /TT1 453 0 R /TT0 474 0 R /S /P /Pg 34 0 R /Pg 27 0 R >> /A 713 0 R /K 224 >> /TT0 474 0 R /Im0 480 0 R /ExtGState << simply so difficult and expensive to track and keep the high volume of. seamless enterprise view. /Font << /Contents 466 0 R /CS0 [/ICCBased 451 0 R] >> mindshare status to improve from being a suspect to being an Growth Strategies International (GSI) performed a statistical /TT1 476 0 R >> 281 0 obj >> /Rotate 0 that management, salespeople, people providing service, and perhaps /P 17 0 R /CS1 [/ICCBased 450 0 R] /Rotate 0 /Type /Page << /Group 478 0 R /K 4 387 0 obj /K 98 83 0 obj >> /K 3 /S /L /XObject << /TT1 507 0 R /A 676 0 R 64 0 obj /Pg 35 0 R /P 568 0 R /S /P /Pg 52 0 R endobj /P 17 0 R /Pg 41 0 R My current role was expanded in scope to include a direct report. The advancement in ICT has forced banks into adopting electronic customer relationship management (e-CRM) to improve the relationship with customers in order to increase profits, achieve customer satisfaction and loyalty.