Private banking performance and customer relationship management: an exploratory study comparing Switzerland and India
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| Format: | Thesis Book |
| Language: | English |
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2008
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| Online Access: | Inhaltsverzeichnis |
| Physical Description: | XVI, 345 S. Ill., graph. Darst. |
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| 245 | 1 | 0 | |a Private banking performance and customer relationship management |b an exploratory study comparing Switzerland and India |c Olena Kos Kalia |
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| 502 | |a St. Gallen, Univ., Diss., 2008 | ||
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| adam_text | Table of Contents
TABLE OF CONTENTS..............................................................................................I
LIST OF ABBREVIATIONS.................................................................................VIII
LIST OF FIGURES....................................................................................................XI
LIST OF TABLES...................................................................................................XIV
ABSTRACT...............................................................................................................XV
2 INTRODUCTION.................................................................................................2
1.1 Problem definition.......................................................................................1
7.7./ The academic relevance of the research subject.........................................5
1.1.2 Deficits in current research.........................................................................6
1.1.3 Empirical relevance of the research subject...............................................7
1.1.4 Research objectives...................................................................................11
1.1.5 Research questions....................................................................................12
1.2 Scope of the study......................................................................................13
1.3 Research concept.......................................................................................15
1.3.1 Research approach....................................................................................15
1.3.2 Research methodology...............................................................................17
1.3.2.1 Research process overview.................................................................17
1.3.2.2 Choice of research strategy.................................................................20
1.3.2.3 Reliability and validity........................................................................22
1.4 Structure of the dissertation................................................................24
1.5 Definition of terms....................................................................................26
7.5.7 Customers, clients......................................................................................26
1.5.2 Relationship...............................................................................................26
1.5.3 Customer Relationship Management (CRM)............................................26
1.5.4 Customer service.......................................................................................26
1.5.5 Commitment...............................................................................................27
1.5.6 Customer loyalty........................................................................................27
1.5.7 Customer satisfaction................................................................................27
1.5.8 Private Banking (PB)................................................................................27
1.5.9 Wealth Management (WM)........................................................................29
2 INDUSTRY CONTEXT: THE PRIVATE BANKING MARKET................30
2.1 General characteristics of the Private Banking market................30
2.1.1 Private Banking providers.........................................................................30
2.1.1.1 The traditional Private Banks..............................................................30
2.1.1.2 The universal banks............................................................................31
2.1.1.3 Family offices.....................................................................................32
2.1.1.4 The expanded Private Banks...............................................................33
2.1.2 The operational landscape........................................................................34
2.1.3 Roles and responsibilities in Private Banking..........................................35
2.1.4 Challenges faced by Private Banking.......................................................35
2.1.5 Services offered by the Private Banking industry.....................................36
2.2 The Private Banking market in Switzerland.......................................39
2.2.1 The Swiss Private Banking market: The history and importance of the
Financial Centre of Switzerland............................................................................39
2.2.1.1 The three pillars of success of Swiss Private Banking.......................41
2.3 The Private Banking sector in India......................................................43
2.3.1 The evolution of Indian Banking: A paradigm shift from traditional
banking to Private Banking...................................................................................43
2.3.1.1 The characteristics of Indian Private Banking....................................50
3 SEGMENTATION IN THE PRIVATE BANKING MARKET.....................53
3.1 Segment-oriented analysis of the customer base..............................53
3.1.1 Traditional methods of customer segmentation........................................53
3.1.2 Modern approaches to bank customer segmentation................................57
3.2 The Mass Affluent/Core Affluent segment.........................................62
3.3 Broad High Net Worth Individuals (HNWIs) categories..................66
4 THE BASIC CONCEPTS OF CUSTOMER RELATIONSHIP
MANAGEMENT........................................................................................................68
4.1 Economic concepts in Private Banking.................................................68
4.1.1 The Customer Relationship Management (CRM) Concept.......................68
4.1.2 The Customer Relationship Management (CRM) Tool and Process........72
4.1.3 The Total Quality Service (TQS) paradigm in the banking industry........74
4.1.3.1 Understanding client needs.................................................................78
4.1.3.1.1 Category of needs............................................................................79
4.1.4 Bank commitment......................................................................................82
4.1.5 The importance of the customer acquisition and retention process..........84
4.1.6 The concept of customer loyalty................................................................87
II
4.1.6.1 Defection of behaviourally loyal customers.......................................91
4.1.7 The concept of customer satisfaction and customer behaviour................92
4.1.8 The relationship between customer satisfaction, customer loyalty and
profitability............................................................................................................94
4.2 Banking regulation and supervision policy........................................98
4.2.1 Bank regulation in general (Basel Accords: Basel I and Basel II)...........98
4.2.2 Regulatory initiatives concerning Private Banking................................114
4.2.3 A national comparison............................................................................120
4.2.3.1 The Private Banking supervision principles and framework in
Switzerland......................................................................................................120
4.2.3.2 The Private Banking supervision principles and framework in
India...............................................................................................................125
4.2.3.3 Differences and similarities..............................................................128
4.2.4 The Subprime Crisis: International financial and regulatory impact.....136
4.3 a summary of basic concepts of customer relationship
Management.........................................................................................................140
4.4 a conceptual framework: the rational integrated crm model 143
SWISS PRACTICE...........................................................................................252
5.1 UBS AG (UBS Wealth Management)....................................................153
5.1.1 Introduction to UBS Wealth Management..............................................153
5.1.2 Customer advisory process......................................................................156
5.1.3 Customer centric culture: client approach/philosophy...........................760
5.1.4 Customer segmentation approach...........................................................162
5.1.5 CRM tool and process: strategy and objectives......................................164
5.1.6 Customer service and complaints management......................................166
5.1.7 Bank customer relational commitment....................................................172
5.1.8 Customer satisfaction measurement........................................................173
5.1.9 Customer acquisition strategy and retention process.............................174
5.1.10 Regulatory compliance............................................................................176
5.2 Credit Suisse..............................................................................................177
5.2.1 Introduction to Credit Suisse...................................................................177
5.2.2 Customer advisory process......................................................................180
5.2.3 Customer centric culture: client approach/philosophy...........................183
5.2.4 Customer segmentation approach...........................................................185
5.2.5 CRM tool and process: strategy and objectives......................................186
5.2.6 Customer service and complaints management......................................188
III
5.2.7 Bank customer relational commitment....................................................191
5.2.8 Customer satisfaction measurement........................................................193
5.2.9 Customer acquisition strategy and retention process.............................194
5.2.10 Regulatory compliance............................................................................194
5.3 Bank Julius Baer......................................................................................195
5.3.1 Introduction to Bank Julius Baer............................................................195
5.3.2 Customer advisory process......................................................................198
5.3.3 Customer centric culture: client approach/philosophy...........................199
5.3.4 Customer segmentation approach...........................................................200
5.3.5 CRM tool and process: strategy and objectives......................................200
5.3.6 Customer service and complaints management......................................201
5.3.7 Bank customer relational commitment....................................................204
5.3.8 Customer satisfaction measurement........................................................204
5.3.9 Customer acquisition strategy and retention process.............................205
5.3.10 Regulatory compliance............................................................................205
5.4 PiCTET CiE BANQUIERS............................................................................206
5.4.1 Introduction to Pictet Cie Banquiers..................................................206
5.4.2 Customer advisory process......................................................................207
5.4.3 Customer centric culture: client approach/philosophy...........................208
5.4.4 Customer segmentation approach...........................................................205
5.4.5 CRM tool and process: strategy and objectives......................................209
5.4.6 Customer service and complaints management......................................209
5.4.7 Bank customer relational commitment....................................................211
5.4.8 Customer satisfaction measurement........................................................211
5.4.9 Customer acquisition and retention process...........................................212
5.4.10 Regulatory compliance............................................................................212
5.5 Bank Sarasin Co. Ltd...........................................................................213
5.5.1 Introduction to Bank Sarasin Co. Ltd.................................................213
5.5.2 Customer advisory process......................................................................214
5.5.3 Customer centric culture: client approach/philosophy...........................218
5.5.4 Customer segmentation approach...........................................................219
5.5.5 CRM tool and process: strategy and objectives......................................220
5.5.6 Customer service and complaints management......................................221
5.5.7 Bank customer relational commitment....................................................222
5.5.8 Customer satisfaction measurement........................................................223
5.5.9 Customer acquisition and retention process...........................................223
IV
5.5. JO Regulatory compliance............................................................................223
6 INDIAN PRACTICE.........................................................................................224
6.1 Axis Bank (previously called UTI Bank)............................................225
6.1.1 Introduction to Axis Bank........................................................................225
6.1.2 Customer advisory process......................................................................225
6.1.3 Customer centric culture: client approach/philosophy...........................226
6.1.4 Customer segmentation approach...........................................................226
6.1.5 CRM tool and process: strategy and objectives......................................227
6.1.6 Customer service and complaints management......................................227
6.1.7 Bank customer relational commitment....................................................229
6.1.8 Customer satisfaction measurement........................................................230
6.1.9 Customer acquisition and retention process...........................................231
6.1.10 Regulatory compliance............................................................................231
6.2 ICICI Bank (formerly Industrial Credit and Investment
Corporation of India).........................................................................................232
6.2.1 Introduction to ICICI Bank.....................................................................232
6.2.2 Customer advisory process......................................................................233
6.2.3 Customer centric culture: client approach/philosophy...........................234
6.2.4 Customer segmentation approach...........................................................236
6.2.5 CRM tool and process: strategy and objectives......................................237
6.2.6 Customer service and complaints management......................................239
6.2.7 Bank customer relational commitment....................................................243
6.2.8 Customer satisfaction measurement........................................................244
6.2.9 Customer acquisition and retention process...........................................244
6.2.10 Regulatory compliance............................................................................245
6.3 Housing Development Finance Corporation Limited (HDFC).........246
6.3.1 Introduction to HDFC.............................................................................246
6.3.2 Customer advisory process......................................................................246
6.3.3 Customer centric culture: client approach/philosophy...........................247
6.3.4 Customer segmentation approach...........................................................247
6.3.5 CRM tool and process: strategy and objectives......................................248
6.3.6 Customer service and complaints management......................................248
6.3.7 Bank customer relational commitment....................................................249
6.3.8 Customer satisfaction measurement........................................................249
6.3.9 Customer acquisition and retention process...........................................249
6.3.10 Regulatory compliance............................................................................249
V
7 FINDINGS AND ANALYSIS...........................................................................250
7.1 Adaptation of the Rational integrated CRM Model......................251
7.2 The client service strategy in Private Banking in Switzerland and
India........................................................................................................................257
7.2.1 Analysis of the findings............................................................................257
7.2.2 Differences and similarities.....................................................................257
7.3 The client advisory process in Private Banking in Switzerland and
India........................................................................................................................259
7.3.1 Analysis of the findings............................................................................259
7.3.2 Differences and similarities.....................................................................259
1A The customer segmentation approach in Private Banking in
Switzerland and India.......................................................................................261
7.4.1 Analysis of the findings............................................................................261
7.4.2 Differences and similarities.....................................................................262
7.5 The CRM tool strategy in Private Banking in Switzerland and
India........................................................................................................................263
7.5.1 Analysis of the findings............................................................................263
7.5.2 Differences and similarities.....................................................................264
7.6 The client acquisition and retention process in Switzerland and
India........................................................................................................................265
7.6.1 Analysis of the findings............................................................................265
7.6.2 Differences and similarities.....................................................................265
7.7 General Critique and Key Learnings..................................................266
7.7.1 Swiss Private Banking.............................................................................266
7.7.2 Indian Private Banking............................................................................270
8 CONCLUSIONS................................................................................................273
8.1 The CRM Maturity Continuum: A Swiss and Indian comparison.... 273
8.2 Implications for Management Practice..............................................278
8.3 Recommendations for Future Research.............................................281
8.4 Limitations of the Study........................................................................282
9 REFERENCES..................................................................................................284
20 APPENDICES....................................................................................................323
Appendix 1. List of Interview Partners...........................................................313
Appendix 2. CRM Questionnaire for Empirical Analysis............................316
VI
Appendix 3. The Aggregated results of the CRM Questionnaire for
Empirical Analysis: UBS AG.............................................................................319
Appendix 4. The Aggregated results of the CRM Questionnaire for
Empirical Analysis: Credit Suisse...................................................................322
Appendix 5. The Aggregated results of the CRM Questionnaire for
Empirical Analysis: Bank Julius Baer............................................................325
Appendix 6. The Aggregated results of the CRM Questionnaire for
Empirical Analysis: Pictet Cie Banquiers..................................................328
Appendix 7. The Aggregated results of the CRM Questionnaire for
Empirical Analysis: Bank Sarasin Co Ltd..................................................331
Appendix 8. Swiss practice - Selected aggregated results for key CRM
QUESTIONNAIRE QUESTIONS....................................................................................334
Appendix 9. The Aggregated results of the CRM Questionnaire for
Empirical Analysis: Axis Bank (previously called UTI Bank)..................335
Appendix 10. The Aggregated results of the CRM Questionnaire for
Empirical Analysis: ICICI Bank........................................................................338
Appendix 11. The Aggregated results of the CRM Questionnaire for
Empirical Analysis: HDFC Bank......................................................................341
Appendix 12. Indian practice - Selected aggregated results for key CRM
QUESTIONNAIRE QUESTIONS....................................................................................344
CURRICULUM VITAE...........................................................................................345
VII
List of Figures
Figure 1-1: Customer view.............................................................................................2
Figure 1 -2: The private banking industry is still very fragmented.................................8
Figure 1-3: Future trends of income segments in India...............................................10
Figure 1-4: Customer segmentation in private banking...............................................14
Figure 1-5: Research wheel..........................................................................................15
Figure 1-6: Deduction, Induction and Abduction........................................................16
Figure 1-7: Proposed research methodology...............................................................20
Figure 1-8: Structure of the dissertation......................................................................25
Figure 2-1: Business model of private banking division of universal bank.................31
Figure 2-2: Steps to excellence in wealth management...............................................32
Figure 2-3: Wealth management market map..............................................................34
Figure 2-4: There are substantial challenges for wealth managers............................36
Figure 2-5: The wealth management services..............................................................37
Figure 2-6: Wealth management products and services..............................................38
Figure 2-7: Align tailored product and advice modules to customer life cycle...........38
Figure 2-8: Strategic issues for Swiss private banks....................................................39
Figure 2-9: The Swiss boutique private bank business model.....................................40
Figure 2-10: Demographic and industrial drivers have supported the growth story.. 43
Figure 2-11: Banking industry comparison relative to gross domestic product..........44
Figure 2-12: The Indian Banking System.....................................................................46
Figure 2-13: International and Indian wealth pyramids..............................................47
Figure 2-14: Future growth prediction in the Indian wealth market...........................48
Figure 3-1: Wealth management customer segmentation and service models............54
Figure 3-2: The four pillars of the segmentation approach.........................................56
Figure 3-3: Customer segmentation.............................................................................58
Figure 3-4: Client relationship manager segmentation...............................................60
Figure 3-5: The broad categories of private banking segmentation............................61
Figure 3-6: Many types of firms targeted the mass affluent during the height of the
global economic expansion.......................................................................62
Figure 3-7: The products and competencies of retail banks are most compatible with
the young affluent customer segment........................................................63
Figure 3-8: The three paths to becoming a high net worth individual (HNWI)...........66
Figure 3-9: Example elements of a segment-specific experience.................................67
Figure 4-1: The components of customer relationship management (CRM)...............69
Figure 4-2: The distinctive moment of truth ............................................................71
Figure 4-3: The relationship life cycle and creation of relationship values................72
Figure 4-4: The customer relationship management (CRM) process..........................73
XI
Figure 4-5: Superior client service framework............................................................76
Figure 4-6: From the bell curve to the well curve - customer demand is
polarising...................................................................................................77
Figure 4-7: Kano s model.............................................................................................80
Figure 4-8: Sources of prospective clients...................................................................85
Figure 4-9: The customer retention matrix..................................................................86
Figure 4-10: A framework for loyalty classification....................................................88
Figure 4-11: An integrated model of customer loyalty.................................................89
Figure 4-12: The ladder of customer loyalty................................................................90
Figure 4-13: Kano s model of customer satisfaction...................................................93
Figure 4-14: An integrated framework for customer value and CRM performance.... 94
Figure 4-15: From customer satisfaction to profit.......................................................96
Figure 4-16: A framework for understanding bank regulation and supervision.........99
Figure 4-17: A simple graphical representation of the Basel Standards...................102
Figure 4-18: The approaches to measure the different kinds of risks........................104
Figure 4-19: The framework of capital adequacy requirements................................106
Figure 4-20: The results of the risk-weighted assets (CHF million) calculation.......107
Figure 4-21: The results of the eligible capital (CHF million) calculation...............109
Figure 4-22: The results of the capital adequacy ratios (%) calculation..................110
Figure 4-23: Bank for International Settlements Statistics - Credit Suisse Group ...111
Figure 4-24: Multiple, sector specific regulators in the financial services sector.....119
Figure 4-25: A comparison of bank supervision........................................................130
Figure 4-26: Biggest writedowns from January to April 2008, USD billion.............137
Figure 4-27: A conceptual framework: The Rational Integrated CRM Model..........144
Figure 5-1: Integrated business model.......................................................................153
Figure 5-2: Well established UBS WM market in the Asia Pacific............................155
Figure 5-3: The client advisory process.....................................................................157
Figure 5-4: The client advisor delivers the value proposition...................................157
Figure 5-5: UBS - creating client value and accelerating growth............................159
Figure 5-6: Increasing client demands challenge the industry..................................161
Figure 5-7: Integrated, client-centred model.............................................................161
Figure 5-8: Client segmentation at UBS Wealth Management..................................163
Figure 5-9: Product and service offering meets the needs of four different client
segments...................................................................................................163
Figure 5-10: Trends in client needs and product offering..........................................169
Figure 5-11: The structure of products......................................................................770
Figure 5-12: Integrated business model.....................................................................173
Figure 5-13: Client acquisition..................................................................................175
Figure 5-14: A new retention process - CORA WE International.............................176
XII
Figure 5-15: The organisational structure of Credit Suisse......................................178
Figure 5-16: The strategy of Private Banking Division at Credit Suisse.................../ 78
Figure 5-17: The client advisor role...........................................................................181
Figure 5-18: The Credit Suisse Advisory Process - client advice in five steps........182
Figure 5-19: Client focus............................................................................................183
Figure 5-20: The Advisory Process for Credit Suisse PB Division clients................184
Figure 5-21: Taking client segmentation to the next level.........................................185
Figure 5-22: Uncompromising technology................................................................186
Figure 5-23: An overview of FrontNet functionalities...............................................188
Figure 5-24: Credit Suisse: wealth management through the client s life cycle.......191
Figure 5-25: Client value at Credit Suisse: Key building blocks for true client focus
.....................................................................................................................................192
Figure 5-26: Client value: Delivering One Bank.......................................................193
Figure 5-27: The new group structure of Julius Baer................................................195
Figure 5-28: Julius Baer s acquisitions and divestments: The increased focus on the
PB segment and business growth.........................................................196
Figure 5-29: Bank Julius Baer - its Private Banking Front......................................197
Figure 5-30: Private Banking - Traditional and Growth Markets (Focus on Offshore
Private Banking)...................................................................................197
Figure 5-31: The client advisory approach at Bank Julius Baer...............................199
Figure 5-32: The main priorities of Julius Baer Private Banking.............................200
Figure 5-33: The broad range of services available for clients.................................202
Figure 5-34: Individualised products.........................................................................203
Figure 5-35: The Client Advisory Suite s modular design.........................................216
Figure 5-36: Input to Offertool from many different resources.................................217
Figure 5-3 7: The development of client segments by asset size (billion CHF)..........220
Figure 6-1: The advisory process...............................................................................233
Figure 6-2: Customer centric architecture.................................................................234
Figure 6-3: The shift from a product to customer-focused organisational structure 235
Figure 6-4: Customer centric technologies................................................................236
Figure 6-5: Developing holistically based on client needs........................................241
Figure 7-1: Adaptation of the Rational Integrated CRM Model................................256
XIII
List of Tables
Table 1-1: Justification of the use of data collection and analysis methods................22
Table 1-2: Definitions inprivate banking.....................................................................29
Table 2-1: Wealth management roles and responsibilities..........................................35
Table 2-2: Issues facing the Indian Banking Sector.....................................................52
Table 3-1: Examples of the differences between affluent and young affluent segments
that might dictate a more tailored offering...............................................65
Table 4-1: Number of providers and average headcount of the different regulatory
frameworks..............................................................................................115
Table 4-2: The regulation model of the providers of wealth management services... 116
Table 4-3: Initiatives on new Private Sector Banks...................................................126
Table 4-4: The administrative structure of bank supervision in India and Switzerland
.....................................................................................................................................129
Table 4-5: Supervisory Authorities in selected countries...........................................130
Table 4-6: Regulatory challenges and implications for the wealth management
business....................................................................................................134
Table 8-1: The CRMMaturity Continuum.................................................................276
Table 8-2: The benchmark of the Swiss and Indian CRM approaches based on the
CRM Maturity Continuum.......................................................................277
XIV
|
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| author | Kos Kalia, Olena 1981- |
| author_GND | (DE-588)136425941 |
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| author_role | aut |
| author_sort | Kos Kalia, Olena 1981- |
| author_variant | k o k ko kok |
| building | Verbundindex |
| bvnumber | BV035244887 |
| classification_rvk | QK 300 |
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| discipline | Wirtschaftswissenschaften |
| format | Thesis Book |
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| genre | (DE-588)4113937-9 Hochschulschrift gnd-content |
| genre_facet | Hochschulschrift |
| geographic | Indien (DE-588)4026722-2 gnd Schweiz (DE-588)4053881-3 gnd |
| geographic_facet | Indien Schweiz |
| id | DE-604.BV035244887 |
| illustrated | Illustrated |
| indexdate | 2024-07-09T21:29:28Z |
| institution | BVB |
| language | English |
| oai_aleph_id | oai:aleph.bib-bvb.de:BVB01-017050618 |
| oclc_num | 268835481 |
| open_access_boolean | |
| owner | DE-355 DE-BY-UBR DE-384 DE-19 DE-BY-UBM DE-188 |
| owner_facet | DE-355 DE-BY-UBR DE-384 DE-19 DE-BY-UBM DE-188 |
| physical | XVI, 345 S. Ill., graph. Darst. |
| publishDate | 2008 |
| publishDateSearch | 2008 |
| publishDateSort | 2008 |
| record_format | marc |
| spelling | Kos Kalia, Olena 1981- Verfasser (DE-588)136425941 aut Private banking performance and customer relationship management an exploratory study comparing Switzerland and India Olena Kos Kalia 2008 XVI, 345 S. Ill., graph. Darst. txt rdacontent n rdamedia nc rdacarrier St. Gallen, Univ., Diss., 2008 Bank stw Customer Relationship Management stw Indien stw Performance Measurement stw Privatkundengeschäft stw Schweiz stw Beziehungsmanagement (DE-588)4326109-7 gnd rswk-swf Vermögensverwaltung (DE-588)4063089-4 gnd rswk-swf Private Banking (DE-588)4833663-4 gnd rswk-swf Kundenmanagement (DE-588)4236865-0 gnd rswk-swf Indien (DE-588)4026722-2 gnd rswk-swf Schweiz (DE-588)4053881-3 gnd rswk-swf (DE-588)4113937-9 Hochschulschrift gnd-content Schweiz (DE-588)4053881-3 g Private Banking (DE-588)4833663-4 s Vermögensverwaltung (DE-588)4063089-4 s Kundenmanagement (DE-588)4236865-0 s Beziehungsmanagement (DE-588)4326109-7 s Indien (DE-588)4026722-2 g DE-188 HBZ Datenaustausch application/pdf http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=017050618&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA Inhaltsverzeichnis |
| spellingShingle | Kos Kalia, Olena 1981- Private banking performance and customer relationship management an exploratory study comparing Switzerland and India Bank stw Customer Relationship Management stw Indien stw Performance Measurement stw Privatkundengeschäft stw Schweiz stw Beziehungsmanagement (DE-588)4326109-7 gnd Vermögensverwaltung (DE-588)4063089-4 gnd Private Banking (DE-588)4833663-4 gnd Kundenmanagement (DE-588)4236865-0 gnd |
| subject_GND | (DE-588)4326109-7 (DE-588)4063089-4 (DE-588)4833663-4 (DE-588)4236865-0 (DE-588)4026722-2 (DE-588)4053881-3 (DE-588)4113937-9 |
| title | Private banking performance and customer relationship management an exploratory study comparing Switzerland and India |
| title_auth | Private banking performance and customer relationship management an exploratory study comparing Switzerland and India |
| title_exact_search | Private banking performance and customer relationship management an exploratory study comparing Switzerland and India |
| title_full | Private banking performance and customer relationship management an exploratory study comparing Switzerland and India Olena Kos Kalia |
| title_fullStr | Private banking performance and customer relationship management an exploratory study comparing Switzerland and India Olena Kos Kalia |
| title_full_unstemmed | Private banking performance and customer relationship management an exploratory study comparing Switzerland and India Olena Kos Kalia |
| title_short | Private banking performance and customer relationship management |
| title_sort | private banking performance and customer relationship management an exploratory study comparing switzerland and india |
| title_sub | an exploratory study comparing Switzerland and India |
| topic | Bank stw Customer Relationship Management stw Indien stw Performance Measurement stw Privatkundengeschäft stw Schweiz stw Beziehungsmanagement (DE-588)4326109-7 gnd Vermögensverwaltung (DE-588)4063089-4 gnd Private Banking (DE-588)4833663-4 gnd Kundenmanagement (DE-588)4236865-0 gnd |
| topic_facet | Bank Customer Relationship Management Indien Performance Measurement Privatkundengeschäft Schweiz Beziehungsmanagement Vermögensverwaltung Private Banking Kundenmanagement Hochschulschrift |
| url | http://bvbr.bib-bvb.de:8991/F?func=service&doc_library=BVB01&local_base=BVB01&doc_number=017050618&sequence=000002&line_number=0001&func_code=DB_RECORDS&service_type=MEDIA |
| work_keys_str_mv | AT koskaliaolena privatebankingperformanceandcustomerrelationshipmanagementanexploratorystudycomparingswitzerlandandindia |