La Revue des Sciences Commerciales
Volume 13, Numéro 1, Pages 184-203
2014-06-15
Auteurs : Demmouche Nedjoua .
pressure of competition and the desire to offer new services to customers. Indeed, the end customer uses in a complementary manner the multiplicity of the access channels that are available to perform operations of Bank at distance of a wide variety. Such use interferes with the consistency of the information system and the occurrence of adverse effects limit the effectiveness of these developments. At the same time, during these operations, banks collect information on their customers which can be used through the possibilities of storage and processing of data, in order to improve their relationship with them by amplification of the customer orientation of their information system.
CRM (Customer Relationship Management), TIC (Techniques d’information et de communication), CRM bancaire, fidélisation, e-banking.
Abdessemed Yousra
.
Sahbi Mohamed
.
pages 581-596.
Said Lhadj Lydia
.
Si Mansour Farida
.
pages 92-104.
مرواني رابح
.
صغيرو مصطفى
.
ص 331-350.
Salah Samira Chahrazed
.
pages 191-211.