Does ethnic focus change how banks should implement customer relationship management?

Autor:	Premala Shanmuganthan, Merlin Stone, Spinder Dhaliwal, Bryan Foss
Rok vydání:	2003
Předmět:	Marketing ComputingMilieux_THECOMPUTINGPROFESSION Electronic business business.industry Ethnic group Financial plan Distribution management system Customer relationship management Marketing strategy Brand management business Finance Financial services
Zdroj:	Journal of Financial Services Marketing. 8:49-62
ISSN:	1479-1846 1363-0539
DOI:	10.1057/palgrave.fsm.4770106
Popis:	This paper describes the development of the ethnic banking market in the UK. It describes the main ethnic groups involved and how they manage their relationships with banks, whether as individuals, families or small businesses. It analyses the problems ethnic customers have in dealing with banks and the gaps that emerge between them and their banking providers. In addition the paper analyses what banks have done to bridge the gap, with a brief comparison with the situation in the United States. The paper then suggests which areas banks need to focus on in order to improve management of their ethnic customers, and concludes by suggesting that given the rapidly growing size and value of the ethnic segments, banks would do well to undertake an ethnic banking audit.
Databáze:	OpenAIRE
Externí odkaz:	https://explore.openaire.eu/search/publication?articleId=doi_________::58686d4471c4a2800f346eb9694216a4 https://doi.org/10.1057/palgrave.fsm.4770106 Zobrazit plný text záznamu Plný text ve formátu PDF