Enhancing Processes of Customer Relationship Management In the Banking Sector

Student: Konovalov Nikita

Supervisor: Nikolay Kazantsev

Educational Programme: Business Informatics (Master)

Year of Graduation: 2017

Nowadays banking industry in Russia encounters a lack of chance to proper funding in the foreign capital markets, as well as stiff regulatory rules to comply with. This motivates banks to search for new non-trivial ways to protect their market share, cut operational expenditures and grow profits. This paper contains unique experience of CRM business-process reengineering, which may add agility and flexibility to a commercial bank. A new method for calculating the financial efficiency of bank is suggested. Meanwhile, described empirical results will do a favor for other commercial banks in optimizing process and financial efficiency.

Student Theses at HSE must be completed in accordance with the University Rules and regulations specified by each educational programme.

Summaries of all theses must be published and made freely available on the HSE website.

The full text of a thesis can be published in open access on the HSE website only if the authoring student (copyright holder) agrees, or, if the thesis was written by a team of students, if all the co-authors (copyright holders) agree. After a thesis is published on the HSE website, it obtains the status of an online publication.

Student theses are objects of copyright and their use is subject to limitations in accordance with the Russian Federation’s law on intellectual property.

In the event that a thesis is quoted or otherwise used, reference to the author’s name and the source of quotation is required.

Search all student theses