Customer Relationship Management: A case of HSBC Bank

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ACKNOWLEDGEMENT

No words can express my appreciation and gratitude to my research advisor _______ through the course of this research, Professor _____has taught me numerous values that extend well beyond the realm of _________ (Your Subject Name). His emphasis on dedication to work and his valuable and practical insights of life are some of the major highlights of my education at The University _________. To Professor _____, I say with great respect, thank you very much.

It is a great honour for me to have Professor _______ on my dissertation committee. His insightful suggestions and comments are a major asset to this research. I learned so much from Professor ______, and I will always remember him as a truly superb teacher. To Professor _____, I am greatly indebted.

I would like to thank Professor ______ for his contribution to this research. Professor _____ has provided me with essential input and guidance as an outside member of my committee. His remarks and suggestions are greatly appreciated.

I would like to thank _____________ for the support they had provided me throughout the research project.

I would like to thank _____________ for their support and help in this research.

DECLARATION

I [type your full first names and surname here], declare that the contents of this dissertation/thesis represent my own unaided work, and that the dissertation/thesis has not previously been submitted for the academic examination towards any qualification. Furthermore, it represents my own opinions and not necessarily those of the University.

Signed __________________ Date _________________

ABSTRACT

In this paper, the researcher focuses to determine the Customer relationship management in HSBC bank. The banking industry is in constant competition as the rate of new emerging products, service bundles and new entrants is very fast. The companies have to be innovative so that they can remain competitive in every way within the industry. Customer Relationship Management (CRM) technology applications arc invested as strategic information system by many companies seeking higher profitability and enhanced competitive advantage. HSBC bank is a one of the leading bank and the financial services organization and has been introduced by the HSBC Group. In HSBC, Customer relationship management (CRM) information technology systems have attracted great attention. The bank has established and expanded a wide range of businesses in Americas, Europe, the Asia-Pacific region, the Middle East and Africa regions Martin. Furthermore, the researcher opted for quantitative method of collecting and analyzing data. In SPSS, Descriptive statistics technique was used for calculating the means of the responses then compare them to get the output. Standard Deviation and Variances were also calculated to support the mean output and helped in interpreting the results. In conclusion, the researcher summarized the entire research and based on its finding concluded that CRM has a significant impact on the performance of HSBC and customers are satisfied with the performance of HCBC in managing relation with them.

TABLE OF CONTENTS

ACKNOWLEDGEMENTii

DECLARATIONiii

ABSTRACT1

CHAPTER 1: INTRODUCTION6

Background of the Study6

Introduction7

Problem Statement9

Aims and Objectives9

Research Questions10

Hyphothesis10

Importance of Study10

CHAPTER 2: LITERATURE REVIEW11

Customer Relationship Management (CRM)11

CRM Factors12

Purpose of CRM13

Phases ...