Client-Centric Resource Management Approaches in the Financial Services Industry

  • Authors

    • Dr. Harish Patel Professor, Gujarat University, India. Author

    DOI:

    https://doi.org/10.67228/30715628/IJMIET-2019PII0H3V

    Published 07-05-2019

  • Client-Centric, Resource Management, Financial Services, Customer Satisfaction, Digital Transformation, Data Analytics, Personalized Services, Operational Efficiency, Customer Loyalty, Strategic Alignment

    Issue

    Vol. 2 No. 2 (2019)

    Section

    Articles

  • Abstract

    In the rapidly evolving financial services sector, adopting client-centric resource management strategies has become imperative for organizations aiming to enhance customer satisfaction, loyalty, and operational efficiency. This paper explores various approaches to client-centric resource management, emphasizing the integration of customer needs into organizational processes. It examines the benefits of personalized services, the role of digital transformation, and the impact of data analytics in understanding and anticipating client preferences. The study also addresses the challenges financial institutions face in implementing these strategies and provides insights into overcoming them. By aligning resources with client expectations, financial services can achieve sustainable growth and a competitive edge in the market.

  • References

    [1] Peppard, J. (2000). Customer Relationship Management (CRM) in Financial Services. European Management Journal.

    [2] Krstić, J., Kostić-Stanković, M., & Reljić, M. (2017). Customer Relationship Management in Banking Industry: Modern Approach. Industrija Journal.

    [3] Rehberg, B., & Dreischmeier, R. (2013). Customer-Centricity in Financial Services Goes Digital. Boston Consulting Group.

    [4] Lawler, J., Anderson, D., & Rosenberg, E. (2004). Customer Relationship Management in Financial Services on the Web. WIT Press.

    [5] Bohling, T., Bowman, D., LaValle, S., & Varadarajan, R. (2006). CRM Implementation: Effectiveness Issues and Insights. Journal of Service Research.

    [6] Buttle, F., & Maklan, S. (2019). Customer Relationship Management: Concepts and Technologies. Routledge.

    [7] Kumar, V., & Reinartz, W. (2018). Customer Relationship Management: Concept, Strategy, and Tools. Springer.

    [8] Bharadwaj, A., et al. (2013). Digital Business Strategy and Resource Management in Financial Services. MIS Quarterly.

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