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Customer relationship management (CRM): a critical analysis of how CRM can be successfully implemented by NMB Bank limited.
This is a study on NMB and seeks to establish what the bank could do, through the implementation of CRM, to attract new customers and retain existing ones in the face of intensifying competition. The number of banks in ...
Understanding declining customer service ratings at a major South African commercial bank.
In recent years, the four major South African commercial banks (ABSA, Standard, First National Bank and Nedbank) have been measuring customer satisfaction and loyalty through market research, the results of which reflect ...