Exploring Role of Organizational Culture and Leadership in Customer Relationship Management in Banks
Bibliographic record
Abstract
This study explored the relationship between organizational culture, leadership, and implementation of CRM implementation in international banks operating in Tanzania, namely Barclays bank, Standard Chartered, Stanbic and Citibank. CRM is the backbone of an organisation, as it focuses on customer retention through understanding customers’ needs and by maximizing the value customers perceive to be benefiting from their product/service provider. A qualitative approach was adopted for conducting this exploratory study for which the data was collected, using online surveys. This study identified weaknesses such as in the type of leadership style, lack of top management commitment and support, coordination and corroboration as factors affecting the implementation of CRM at Barclays bank, Standard Chartered, Stanbic and Citibank banks. The organizations need to implement a suitable leadership style that is engaging and committed with top management involvement and coordination as for better CRM implementation. Furthermore, the study identified major mismatch of culture affects implementation of CRM. Based on the four case studies, this study illuminated the need for organizations to promote cooperative organizational culture. Promoting a culture of corroboration and engagement organizations can avoid conflicts in implementing a good CRM system.
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How this classification was reachedexpand
Full frame distilled prediction
Teacher imitationNot calibrated prevalence, not ground truth. Human validation pending. Learned from the 10,348 direct Codex labels and 10,348 direct Gemma labels. Candidate is the union of thresholded teacher heads; consensus is their intersection. These outputs are machine_predicted_unvalidated and are not human labels or direct frontier model labels.
Codex and Gemma teacher scores by category
| Category | Codex | Gemma |
|---|---|---|
| Metaresearch | 0.001 | 0.000 |
| Meta-epidemiology (narrow) | 0.000 | 0.000 |
| Meta-epidemiology (broad) | 0.000 | 0.000 |
| Bibliometrics | 0.001 | 0.001 |
| Science and technology studies | 0.000 | 0.000 |
| Scholarly communication | 0.000 | 0.001 |
| Open science | 0.000 | 0.000 |
| Research integrity | 0.000 | 0.000 |
| Insufficient payload (model declined to judge) | 0.001 | 0.000 |
Machine scores (provisional)
The two teacher heads of the student model, read on this work. A score orders the frame for review; it never asserts a category, and the validation status ships verbatim with every row.
Baseline scores from an immature model (maturity gate not passed, 7 training rounds). Scores rank; they never assert a category.
score_only:v0-immature-baseline · verbatim from the scoring run: score_only means the number may rank works, and no category label ships from itClassification
machine, unvalidatedMachine predicted; a candidate call from one teacher head, not a consensus.
How this classification was reached, model by model and score by score, is at the end of the page under "How this classification was reached".