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Integration of Resources and Capabilities to Implement CRM: Case of Cooperative Development Bank

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  • Alireza Shahraki
  • Samira khaniki

Abstract

In the past few years, due to various economic, social, and state banking system problems and above all, increasing the demand on supply, country's banks have always ignored customer orientation and its pillars, and have not been able to utilize modern marketing. This complete and comprehensive study, which has been developed chronologically, refers to this fact that although basic resources and capabilities such as information resources, analytical ability and operational capacity may affect on maintenance and protection process of under control properties, they are not sufficient to achieve desired performance in terms of acquisition and development of customers' relationships. In this study, Cooperative Development Bank (CDB) confirms that customer's satisfaction must be considered as a vital prerequisite for both acquisition and development processes of successful relationships for each company (both of them entail employees with relatively more familiarity with customers). Therefore, this paper emphasize on significance of trilateral resources and capabilities including technology, process and individual to implement an organizational CRM strategy successfully.

Suggested Citation

  • Alireza Shahraki & Samira khaniki, 2012. "Integration of Resources and Capabilities to Implement CRM: Case of Cooperative Development Bank," Journal of Economics and Behavioral Studies, AMH International, vol. 4(4), pages 194-203.
    • Handle: RePEc:rnd:arjebs:v:4:y:2012:i:4:p:194-203
    DOI: 10.22610/jebs.v4i4.317
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    References listed on IDEAS

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    1. Ikujiro Nonaka, 1994. "A Dynamic Theory of Organizational Knowledge Creation," Organization Science, INFORMS, vol. 5(1), pages 14-37, February.
    2. Susan Cohen Kulp & Hau L. Lee & Elie Ofek, 2004. "Manufacturer Benefits from Information Integration with Retail Customers," Management Science, INFORMS, vol. 50(4), pages 431-444, April.
    3. Yoram Wind & Thomas L. Saaty, 1980. "Marketing Applications of the Analytic Hierarchy Process," Management Science, INFORMS, vol. 26(7), pages 641-658, July.
    4. Liebach Lüneborg, Johannes & Flohr Nielsen, Jørn, 2003. "Customer-focused Technology and Performance in Small and Large Banks," European Management Journal, Elsevier, vol. 21(2), pages 258-269, April.
    5. Peppard, Joe, 2000. "Customer Relationship Management (CRM) in financial services," European Management Journal, Elsevier, vol. 18(3), pages 312-327, June.
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    Cited by:

    1. Dileep Kumar, 2013. "Customer Relationship Management in Industrial Bank," Information Management and Business Review, AMH International, vol. 5(3), pages 113-118.

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