Vestnik On-line
Orenburg State University december 23, 2024   RU/EN
Headings of Vestnik
Pedagogics
Psychology
Other

Search
Vak
Антиплагиат
Orcid
Viniti
ЭБС Лань
Rsl
Лицензия Creative Commons

2012, № 13 (149)



Zverkova T.N. CUSTOMER ORIENTATION AS PREREQUISITE IMPROVEMENT RETAIL BANKINGInvestigated the lack of comprehensive theoretical developments on the issue klientoorientrovannosti in regional commercial banks. The necessity of the restructuring and transformation of the model of the banking business in the region. Directions of customer-centric strategies that may influence the formation of an environment with a high level of service in banking.Key words: regional banks, commercial banks, the customer, customer-centric approach, customer satisfaction, customer relationship management, strategy, segmentation, positioning, model.

Download
References:

1. Mamontov, A. Progress against tradition // Banking practice abroad. — 2011. — № 8. — P. 18–23.

2. Aleeva, A. Development of a customer-service personnel [Electronic resource] // Financial newspaper. Regional issue. — 2011. — № 14. — Access mode: http://www.garant.ru/article/

3. Vanina, E. Kompaniya psychosis is a reflection of its creator [Electronic resource] // Personnel Management. — 2012. — № 4. — Access mode: http://www.garant.ru/article/

4. Mamontov, A. Banking service. Simplicity, individuality, responsibility // Banking Practice for rubezhom. — 2011. — № 8.

5. Motorina, S. Customer focus should be the DNA of the corporate religion // Human Resources. — 2012. — № 11.

6. Tsvetkov, I. Quality Management Insurance Services [Electronic resource] // Organization of sales of insurance products. — 2009. — № 2. — Access mode: http://www.garant.ru/article/

7. Mamontov, A. Let everyone leaves happy // Banking practice abroad. — 2011. — № 8. — P. 30–35.

8. Derig, Hans-Ulrich Universal bank — the bank of the future. Financial strategy at the turn of the century: translation from German. — Moscow: MO, 1999. — 384 p.

9. Mamontov, A. Novye principles of cooperation // Banking practice abroad. — 2011. — № 5. — P. 28–33.

10. Grigorieva O. N., Rachkova S. B., Naghdalyan L. V. Klientnaya kakresurs orientation of competitiveness [Electronic resource] // Organization selling insurance produktov. — 2005. — № 3. — Access mode: http://www.garant.ru/article/

11. Zaitsev, A. Major trends of retail banking // Рractice abroad. — 2011. — № 12.

12. Neretina E. A., Soldatov E. V. Сustomer-oriented approach to the management of commercial bank // Finance and kredit. — 2012. — № 7 (487). — Р. 2–14.

13. Tyutyunnik A. V., Tkachenko L. V. What we should build a customer-bank? [Electronic resource] // Retail Banking. — 2011. — № 4. — Access mode: http://www.garant.ru/article/


About this article

Author: Zverkova T.N.

Year: 2012


Editor-in-chief
Sergey Aleksandrovich
MIROSHNIKOV

Crossref
Cyberleninka
Doi
Europeanlibrary
Googleacademy
scienceindex
worldcat
© Электронное периодическое издание: ВЕСТНИК ОГУ on-line (VESTNIK OSU on-line), ISSN on-line 1814-6465
Зарегистрировано в Федеральной службе по надзору в сфере связи, информационных технологий и массовых коммуникаций
Свидетельство о регистрации СМИ: Эл № ФС77-37678 от 29 сентября 2009 г.
Учредитель: Оренбургский государственный университет (ОГУ)
Главный редактор: С.А. Мирошников
Адрес редакции: 460018, г. Оренбург, проспект Победы, д. 13, к. 2335
Тел./факс: (3532)37-27-78 E-mail: vestnik@mail.osu.ru
1999–2024 © CIT OSU