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

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dc.contributor.advisorCoetzee, Johan
dc.contributor.authorJafta, Zanele
dc.date.accessioned2015-08-14T08:39:00Z
dc.date.available2015-08-14T08:39:00Z
dc.date.issued2014-11
dc.description.abstractData 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.en_ZA
dc.identifier.urihttp://hdl.handle.net/11660/862
dc.language.isoenen_ZA
dc.publisherUniversity of the Free Stateen_ZA
dc.rights.holderUniversity of the Free Stateen_ZA
dc.subjectCustomer relations -- South Africa -- Managementen_ZA
dc.subjectCustomer servicesen_ZA
dc.subjectBank managementen_ZA
dc.subjectQuality assuranceen_ZA
dc.subjectBanks and banking -- Quality control -- South Africaen_ZA
dc.subjectDissertation (MBA (Business Management))--University of the Free State, 2014en_ZA
dc.subjectBanks and banking -- South Africaen_ZA
dc.titleThe 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 banken_ZA
dc.typeDissertationen_ZA
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