The impact of poor data quality on the successful implementation of a customer-relationship management system in the banking environment: an application to a major South-African bank
Loading...
Files
Date
2014-11
Authors
Jafta, Zanele
Journal Title
Journal ISSN
Volume Title
Publisher
University of the Free State
Abstract
Data quality is critical in business decisions, especially in formulating marketing, customer-relationship and sales strategies. Consistency and the quality of customer data are critical pillars for any business that is looking at introducing a client relationship management (CRM) system. For any successful CRM implementation, it is very important to have a single, integrated view of the customer even though the source data might come from different databases. This study explores the impact of poor data quality on the successful implementation of the customer-relationship management (CRM) system in one of the major banks in South Africa. The study will also determine data improvement and data-management frameworks in CRM systems.
Description
Keywords
Customer relations -- South Africa -- Management, Customer services, Bank management, Quality assurance, Banks and banking -- Quality control -- South Africa, Dissertation (MBA (Business Management))--University of the Free State, 2014, Banks and banking -- South Africa