Customer Relationship Management (CRM)

This assignment delves into the crucial role of Customer Relationship Management (CRM) in various sectors. It investigates how customer satisfaction, knowledge, and trust influence organizational performance, particularly within service industries like banking and hospitality. The analysis draws on research papers and examines real-world applications of CRM strategies.

RESEARCH PROJECT
(Impact of customer relationship management in banking
industry)

Table of Contents
TASK 1............................................................................................................................................1
1.1 Formulate and record of the possible research project ....................................................1
1.2 Research aims and objectives...........................................................................................2
1.3 Literature review..............................................................................................................2
1.4 Research methodologies...................................................................................................7
1.5 Appropriate plan and procedure for the agreed research specification............................8
TASK 2..........................................................................................................................................10
2.1 and 2.2 Methodology, methods and techniques.............................................................10
2.3 Collection of data...........................................................................................................14
TASK 3..........................................................................................................................................18
3.1 Data collection and analyses..........................................................................................18
3.2 Interpretation and result analyses...................................................................................18
3.3 Recommendations..........................................................................................................25
TASK 4..........................................................................................................................................25
4.1 Presentation....................................................................................................................25
CONCLUSION..............................................................................................................................25
REFERENCES..............................................................................................................................27

TASK 1
1.1 Formulate and record of the possible research project
Title: To assess the impact of customer relationship management in banking industry – A Case
Study on Lloyd's bank.
Keywords
 Customer relationship management
 Banking industry
 Significance of the customer relationship management
Background of the study
In the competitive sector, Lloyd's bank operating their functions to attract several
customers at workplace. In this regard, the company also determines their functions and
operations in systematic manner. In this regard, there are several elements exists that could be
impact on the performance and outcomes of the organisation to deal with several activities (Pérez
and Rodríguez del Bosque, 2014). Human resource, finance, sales, employees, etc. are major
aspects that needed to perform several functions. In this regard, present research work to identify
main issues and problems that are faced b by Lloyd's bank. Further, aim of the present research is
also settled to assess the significance of customer relationship management in the selected
business unit. In respect to implement the customer relationship management, the selected bank
has several benefits. With the help of this, they can easily accomplish desired results. It is also
helpful perspective to identify impact of it on banking performance.
Furthermore, it has been evaluated that Lloyd's bank determines their effective functions
and operations to in different aspects of the business such as human resources, internal business,
compliance, etc. In this regard, ineffective management practices also ascertain to manage the
impelling relations with different customers (Yu, Balaji and Khong, 2015). Failure also create
harmful impact on the overall value of company that is suitable to entitled effective results at
workplace. Significant relationship also assists to create functioning in systematic manner in
Lloyd's bank. The present research also highlight to create systematic link between the
management of customer relations and performance of the business. Main aim of the present
report is to assess impact of customer relationship management on Lloyd's bank. With the help
of this element, the chosen business can fulfil their main objective which is to increase their
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number of customers. In this consideration customer relationship management determines in
positive perspective.
1.2 Research aims and objectives
Research aim
“ To assess the impact of customer relationship management in banking industry – A
Case Study on Lloyd's bank”.
Research objectives
 To identify reasons to implement customer relationship management in banking industry.
 To assess the factors that are important for customer relationship management in banking
industry.
 To identify relationship between CRM and success of Lloyd's bank.
 To determines recommendations in which Lloyd's bank can improve their customer
relationship management to attract several customers.
Research questions
 What are the reasons to implement customer relationship management in banking
industry?
 What are the factors that are important for customer relationship management in banking
industry?
 How relationship can be determines between CRM and success of Lloyd's bank?
 What are the recommendations will you provide to improve customer relationship
management in Lloyd's bank.
1.3 Literature review
According to the point of Martelo-Landroguez and Cegarra-Navarro, (2014), there are
several reasons exist due to which customer relationship will be implemented in the banking
industry. In this way, Lloyd's bank want to increase their customer satisfaction so that they
determine implementation of the goals and objectives. In addition to this, they are also
demanding to increase new customer so that rates also main reason to implement CRM. On the
other hand, Matzler, Strobl and Füller, (2015) stated that other reason also considered taking
better tracking which helps to know about the sales people in the business. Increasing customer
retention rates also assist to gain new customers in the business.
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As per the point of Moro, Cortez and Rita, (2015), customer relationship management
ascertained to develop effective results at workplace. In this aspect, the company able to
accomplish their aim and objectives in systematic way. Consumers are also determines their
operations as the important source and backbone of the company to entitled effectively. Further,
there are several factors exists that develop range of benefits to the organisation. It need to be
recognised that banking sector is highly depended on customers. Without customers, they are
unable to perform their activities in the market. Furthermore, Martelo-Landroguez and Cegarra-
Navarro, (2014) stated that Lloyd's bank need to pay proper attention towards the development
and creating effectiveness to improve relations with customers. In this way, the company has
advantages to improves their relations with several customers to target them in systematic
manner.
Reasons to implement customer relationship management in banking industry
As per the view of Matzler, Strobl and Füller, (2015), each and every business need to
determines creative practices that helps to maintain relations with different customers in
systematic manner. In this regard, good relationship will be maintained among the customers and
business which develop creative results at workplace. Customer relationship management
provide detailed about the organisation aims and objectives. In this context, Henrique and Matos,
(2015) stated that customer relationship management increasing their outcomes to improves
profits and revenue in systematic manner. It is very important tool that maintains customer
satisfaction through effective results. Furthermore, organisational performances also depends on
the customer relationship management because it ascertained entire development program to
maintain effective results at workplace. It also helps to increasing sales through the company
able to gather relevant information at workplace.
On the other hand, Tseng and Wu, (2014) said that increasing sales also assists to attract
several customers through they are able to gather relevant information in systematic manner. In
this way, aims and objectives set by the managers through performance will be increasing on the
daily basis. Customer relationship management is also important parameter that create the
strongest approach to maintain and create effective results at workplace. Beside this, Pérez and
Rodríguez del Bosque, (2014) argued that entire performances of the company is also based on
customer relationship management. This is because, there are several reasons exists due to which
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customers are faithfully and loyalty. They are working to get more customers to ascertain their
products and services in significant manner.
Factors that are important for customer relationship management in banking industry
As per the view of Huang and Rundle-Thiele, (2014), there are several factors exists that
impact on the customer to maintain effective relationship with banking industry. Customer
relationship management based on the customer that make survival to the company to enter in
global areas. Hence, it is key factor to every bank to develop target market and ascertain creative
results at workplace. Database marketing is the important perspective that assists to accomplish
desired results that maintain creative functioning in the business unit. On the other hand, Yu,
Balaji and Khong, (2015) stated that little database marketing also ascertained to the
technological development that ascertain to the marketing to create long way for the business
analysis. Banking industry has the several advantages to work in systematic way and develop
more functions at workplace.
As per the point of, Terpstra and Verbeeten, (2014) strong aspect of customer
relationship management determines cost effective results at workplace. In this regard, several
advantages has been develops that implemented to create manual work that are needed to
perform several functions and operations. Technologies also used in order to implemented
effective system of CRM that is cheap and smooth to work in the traditional manner. On the
other hand, Parveen, Jaafar and Ainin, (2015) argued that CRM system also kept centralised
activities that are available to reduces process time and increases productivity. In the public
sector, it is implemented to retain the more effective results at workplace. Furthermore, the
company also maintaining their challenges in the banking sector to concentrate on the research
activities. This is because, in banking sector it assists to gather effective customer database so
that customer satisfaction level will be increasing.
According to the point of Jan and Abdullah, (2014) CRM also assists to provide several
benefits at workplace of banking industry that make effective positioning as well. Service
provisioning develops throughout the entire life cycle in the corporate customer services.
Therefore, it is the another crucial elements that assists to ascertain more advantages in the
business unit. Beside this, Rahimi, Rahimi and Gunlu, (2016) stated that low maintained
expansion cost owing to the modern administration tools that allows to the bank to conduct wide
range of modifications in systematic manner. Furthermore, CRM also assists to permit business
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to leverage information from the database to make sure that targets will be accomplishing in
systematic review of process. Better relationship with customers assists to ascertain more
operations in the enterprise that make payback substantial results at workplace. It makes
ascertain to create high growth of the company. Difficulties obtains with complete view of the
customers so that it need to be develops to make standards and inconsistent channels to provide
cohesive and multicultural outcomes at workplace.
However, Levy, (2014) stated that customer relationship management implement
performance development process that assists to solve different issue that considerable debate.
Authors are also found that CRM commitment to reduce negative effect through implied cost
efficiency. In the high competitive market, it is essential to maintain positive relationship with
customers to satisfy different people. Main aim of the study is also considered satisfy them
towards the aims and objectives.
Customer relationship management and performance of Lloyd's bank related with each
other
According to the point of Lariviere, L. Keiningham and C. Malthouse, (2014),
relationship managers has holistic approach to create effective client wealth. In respect to build
unique relationship, absolute and unwavering trust offer to the complete range of tailored in
private banking solutions. It is the face to face role that is based on the broad range of solution
towards the different problems. It includes lending and depositing and cash trade facilitations.
On the other hand, Ansari and Riasi, (2016) stated that driving on the market share also assists to
balancing the risk, profitability and balance sheet priorities. Working assets also create range of
the activities from individual wealth that assists to make corporations with more than a million
turnover. There are several activities exists in which marketing ascertain to make sure that profits
and revenue will be generated to measure attitude and proposed workforce to the market.
In contradicting, Mohammed, Rashid and Tahir, (2014) explored their views and stated
that most of the banking industry influence by the marketing activities that assists to accomplish
most effective results at workplace. Further, this author also proposed way in which they are
spoke towards the financial language. As results, relationship between customer satisfaction and
business performance selected to explore banking enterprise. On the other hand, Choudhury,
(2014) said that business performance of the banking industry also develop creative outcomes
that make more profits and revenue at workplace. They also generated their views to explored
5

relationship in systematic manner to create more profits and revenue. Aggregate data has been
develops from published financial resources that create large about to work in the systematic
manner.
In order to increasing the effective results, Lloyd's bank need to attract several customers
to work in systematic manner. In this way, Ali and Raza, (2017) generated their view CRM is the
important aspect that assists to make sure that overall targets and goals will be accomplishing in
proper manner. The chosen company need to focus on the customer segmentation that assists to
measure creative results and outcomes at workplace. In this regard, they are determining
different types if customers in which company develop their market for different group of
people. Many banking companies are developed their performances through acquisition and
develop target in the business. There are different ways exists through company will create
effective life cycle. On the other hand, Martins, Oliveira and Popovič, (2014) stated that most
sophisticated also helps to boost customers and their requirement. Therefore, it is the creative
process in which options will be used to reduce complexity at workplace. It is depends on the
resources that are available and obtain to create several opportunities, capabilities and
technology as well. When the guest use online services, basically it passed different categories in
the proper manner.
In respect to concentrate on the Kasemsap, (2015) ideas, it interprets that Lloyd's bank
need to identify customer profit characteristic. It is the systematic process in which segmentation
also develops that are based on the nature of them. It including volume in different sector and
applications as well. It is the best way to operate different functions in systematic aspect. With
the help of assessment of the characteristics, the chosen firm will able to deliver effective
functioning in the business environment. Furthermore, it also set approaches that analysis
recency and frequency for monetary value of customers.
According to the point of Martins, Oliveira and Popovič, (2014), there are different
elements exists that create issue to generate more profits and revenue with effective functioning
at workplace. In this regard, the organisation need to concentrates on the major areas where they
can easily develop their functioning in order to make sure that the company facing several
challenges in the business. Furthermore, Lariviere, L. Keiningham and C. Malthouse, (2014)
argued that the company also facing loss in satisfaction, loyalty and trust of the customers. Due
to poor attention of the customers, the company unable to make sure that they develop effective
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results at workplace. Poor communication skills of front line operators in Lloyd's bank create
several problems to deal with the customers. In this regard, different factors are associated with
the company such as brand image, business recognition, improvement of the profits, effective
operational activities, etc.
1.4 Research methodologies
In respect to accomplish desired results and outcomes, the company has aim to gather
relevant information at workplace. In this regard, they are able to conduct effective research
program that is needed to perform several activities. Further, methodology is base which
undertaken to accomplish desired results (af Wåhlberg, 2017). Hence, it includes following
elements to develop effective results at workplace:
 Research approach: There are two types of research approaches exists that assists to
accomplish desired results at workplace. In this aspect, inductive and deductive two types
of research approaches exists in which researcher takes inductive research approach for
the project (Karp, Dew and Reynolds, 2016). With the help of the inductive research
approach, researcher able to demonstrate systematic activities to perform functions and
operations in the business.
 Research design: Design also assists to ascertain research aim in systematic manner. In
this way, present aim assists to develop objectives through descriptive research design. It
develops positive and negative aspect to carry study in systematic manner (Clarke and
Fujimura, 2014). With the help of the descriptive research design, researcher able to
describe importance of the CRM in the banking industry.
 Research philosophy: There are two kinds of research philosophies exists that used to
accomplish desired results in systematic manner. There are two philosophies exists such
as interpretivism and positivism. In the present research interpretivism research
philosophy used to carry relevant results (Luma, Doualla and Sone, 2014). In respect to
use interpretivism research philosophy, researcher able to develop their understanding
towards the aims and objectives in systematic manner.
 Data collection: In order to gain effective results in the aims and objectives, relevant
information need to be gather at workplace. It is the best way to create effective
functioning in the business. There are two sources implemented such as primary and
secondary that assist to collect relevant information at workplace (Gall, Gall and Borg,
7

2014). Primary data are collected through preparation of the questionnaire which provide
first hand informations towards the aims and objectives. Furthermore, secondary
information will be gather through considered journals, books, published resources, etc.
 Data sampling: In respect to gain effective information from primary sources, specific
and relevant data has been gathered. Questionnaire is the main tool that used to carry to
assess the effective results at workplace (Organizing Your Social Sciences Research
Paper: 6. The Methodology, 2017). Data sampling is the most important tool that assist to
know about the whole population from small group of people. In this consideration,
higher profitability will be gain through implement simple random sampling method in
the research.
 Data analysis: In respect to determines relevant findings, researcher need to develop
effective results at workplace with impelling manner. In this regard, relevant information
collected through questionnaire. Thematic analysis has been taken to conduct relevant
information towards the aims and objectives (Perner, Citerio and Joannidis, 2015). On the
basis of respondents views, thematic analysis will be considered that help to find relevant
information.
1.5 Appropriate plan and procedure for the agreed research specification
In respect to develop effective results, researcher has responsibility to prepare action plan
through they are able to collect data of each activity in significant manner. Each activity needed
proper time to accomplish effective results at workplace. Further, they need to concentrate on the
different areas of research to analysis and undertaking research work through introduce new
work system. Following action plan is needed at workplace to perform several activities in
systematic manner:
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Activity/Week 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16
Formulation of research proposal
Preparing aim and objectives
Writing background research study
Assortment of suitable research
methodologies
Data collection by using primary and
secondary sources
Examination of the collected data
Interpretation of collected
information to generate expected
results
Conclusion and recommendations
Submission of draft report
Modifications as per the feedback
comments
Final Submission
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In respect implement the project plan, in the business different activities are design that
framed as per the time. In this consideration, Lloyd's bank will able to accomplish their desired
aims and goals. According to the time, each activity will be completed to attain desired results at
workplace. As per the research aims and objectives, proper functioning will be develop for CRM
activities.
TASK 2
2.1 and 2.2 Methodology, methods and techniques
Methodology is the important aspect in which creative results will be develops to
ascertain more profits and revenue in Lloyd's bank. Researcher used several kinds of tools and
techniques through they can easily concentrate on the aims and objectives. Further, it is also
useful to meet with aims and objectives in systematic manner (Matthews and Ross, 2014).
Research methodology also ascertain to get systematic work with implied different approaches at
workplace. There are several tools exists that helps to considered useful information at
workplace. In this regard, following are certain element implied in the research to carry the
functions:
 Research philosophy: Research philosophy assist to develop creative results and
outcomes. In this way, Lloyd's bank able to encourages their customers to concentrate on
the subjective part of the business. It includes several theories and models to interpret the
results in systematic manner. There are two kinds of philosophies exists such as
interpretivism and positivism (Clark and Creswell, 2014). For the present research,
interpretivism research philosophy has been selected that assists to collect the useful
information. However, positivism is not useful to collect useful information. Therefore, it
helps to collect the relevant information to accomplish aims and objectives.
 Research design: Research design consist more important element at workplace that
assists to meet with aims and objectives in systematic manner. In this regard, researcher
has several options such as experimental, exploratory, descriptive, etc. (Dumay and Cai,
2015). In this manner, present research based on the exploratory research design that
assists to collect useful information and explore different program which is related with
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desired outcomes. Further, descriptive research design also carried that make effective
functions that is implied theoretical results at workplace.
 Research approach: It is the crucial element that assists to accomplish desired aims and
objectives of the company. There are two types if research approaches has been placed
such as inductive and deductive (Jaggar, 2015). It helps to gather relevant data that helps
to find useful information towards the aims and objectives. In the present research,
inductive research approach has been taken that assists to formulate outcomes and results
in systematic manner. Furthermore, it develops creative ways through results will be
ascertain in systematic manner. In addition to this, it is also helps to identify useful
information that ascertain in the general way to produce relevant objectives at workplace.
 Methodology: In respect to find the appropriate data and results, there are two kinds of
methods implemented such as qualitative and quantitative. Qualitative informations helps
to create in depth information towards the aims and objectives. On the other hand,
quantitative information evaluates common data which included through tests, statistical
database, etc. Therefore, in the present research qualitative method has been used to find
information towards the Lloyd's bank.
Sampling
With this regard, researcher need to concentrate on the operations and functions that are
develops through analysis the program. There are different elements implemented which
includes opportunities to create relationship with collected information. Further, primary data has
been collected in Lloyd's bank employees. Questionnaire has been prepared for it through fresh
and relevant information will be collected at workplace (af Wåhlberg, 2017). Along with this,
secondary information also frame to accomplish the task in systematic manner. In this way,
different respondents taken part to attain more creative results in the business unit. On the basis
of their response, results will be drawn. In this regard, simple random sampling method has been
used to meet with aims and objectives. It demonstrates effective functioning with different useful
information.
Sampling is the useful perspective that create equal opportunities for the respondents
towards aims and objectives. Further, researcher need to also ask about the business decisions
through questionnaire. On the basis of their respondents view, researcher need to concentrate on
the decision making outcomes (Mansell, 2015). In this context, present report taken 50
11

employees that is sample size of the present research. Moreover, positive relationship also made
that improves creative performance of Lloyd's bank. In addition to this, social media highly
influence to customer satisfaction in systematic manner. Aims and objectives of the present
research improve effective performance of the company.
Data collection
Data collection is the important element that helps to find out relevant information to
attain desire results. In this aspect, Lloyd's bank improve their efficiency and performance to deal
with several activities in systematic manner. Primary and secondary has been collected with
using relevant information at workplace (Karp, Dew and Reynolds, 2016). Therefore, it
considered desired outcomes and results at workplace. There are different way exists to collect
the primary data such as survey, interview, etc. In the present research, primary has been
collected from the survey in which researcher get fresh and relevant information towards their
aims and objectives. In order to accomplish aims and objectives, researcher takes interview from
their employees towards the business. Secondary information also ascertain to develop creative
results at workplace. There are different sources exists that helps to collect secondary
information towards the research such as journals, articles, magazines, published research, etc.
Along with this, secondary information also helps to determine creative results and learning to
develop useful information (Alvesson and Sköldberg, 2017).
In the present study, researcher takes primary sources that helps to gather different views
of respondents. Questionnaire has been design that assists to meet with aims and objectives of
the present report. Further, it is the systematic review of activities that ascertain creative results
at workplace. In addition to this, secondary information collected from several elements such as
books, journals, etc. (Gall, Gall and Borg, 2014).
Ethical considerations
In the present research, it is very important to ascertain creative results and outcomes that
helps to find useful information. With this regard, researcher need to concentrate that what things
are right and what are wrong. They have to ensure that they follow all regulations and ethics in
the business. It is the best way to meet with systematic activities (Neuman, 2016). Along with
this, surveyor need to ensure that present study not impact negatively on the respondents.
Further, primary and secondary information need to be maintained so that profitability and
12

productivity will be improve. Effective program has been carried to find useful information in
the business.
Furthermore, researcher need to maintained confidentially with personal information that
are given by the respondent towards the aims and objectives. It helps to protect from illegal
things (Perner, Citerio and Joannidis, 2015). In the report proper rephrasing has been done so
that there is no plagiarism occurs. In addition to this, it includes validity and reliability which is
important aspect to promote the effective functioning.
Questionnaire
Name:
Age:
Gender:
1. Which kind of services you bank provided to customers?
 Opening bank account
 Providing support
 Managing interest rates
 All of the above
2. In what parameter you are satisfied to solve query of customer?
 Highly satisfied
 Satisfied
 Neutral
 Dissatisfied
 Highly dissatisfied
3. From the above which element you are selected to attract customer in Lloyd's bank?
 By providing extra interest on loans
 By giving some limitation in return period.
 By providing additional offers.
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 All the above
4. You are efficient to solve customer problem and provide proper solution for their issues?
 Yes
 No
 Cannot say
5. Do you agree that CRM is the most important aspect for the improvement
 Strongly agree
 Agree
 Neutral
 Disagree
 Strongly disagree
6. Do you think that CRM increasing performance level of Lloyd's bank?
 Yes
 No
 Cannot say
7. You are efficient to implement effective system to protect the data of the customers?
 Yes
 No
 Cannot say
2.3 Collection of data
Theme 1 Opening bank account is the main service which provided by Lloyd's bank
Which kind of services you bank provided
to customers?
Frequency
Opening bank account 25
14

Providing support 10
Managing interest rates 10
All of the above 5
Theme 2 Employees of the chosen organisation highly satisfied with solving customer query
In what parameter you are satisfied to solve
query of customer?
Frequency
Highly satisfied 28
Satisfied 10
Neutral 2
Dissatisfied 5
Highly dissatisfied 5
Theme 3 Extra interest on saving is the important element to attract customers
From the above which element you are
selected to attract customer in Lloyd's
bank?
Frequency
By providing extra interest on savings 28
By giving some limitation in return period. 12
15

By providing additional offers. 5
All the above 5
Theme 4 The chosen company is efficient to solve customer problems
You are efficient to solve customer problem
and provide proper solution for their issues?
Frequency
Yes 45
No 5
Cannot say 0
Theme 5 Employees are highly agreed to solve their customer issue
Do you agree that CRM is the most
important aspect for the improvement
Frequency
Highly agree 29
Agreed 10
Neutral 5
Disagree 5
Highly disagree 1
Theme 6 Employee think that CRM is important element to increase performance level of
the organisation
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Do you think that CRM increasing
performance level of Lloyd's bank?
Frequency
Yes 40
No 10
Cannot say 0
Theme 7 Employees are efficient to protect data of customer carefully
You are efficient to implement effective
system to protect the data of the customers?
Frequency
Yes 35
No 10
Cannot say 5
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TASK 3
3.1 Data collection and analyses
With the help of the following questionnaire, Lloyd's bank identify relevant information
to collect the useful data.
3.2 Interpretation and result analyses
Theme 1 Opening bank account is the main service which provided by Lloyd's bank
Interpretation: From the above graph, it can be interpret that there are 25 respondents exists
that stated that opening a bank account is the main service that provided by the company to
develop effective functioning. Furthermore, there are 10 employees said that providing support
to the customer is main function of the Lloyd's bank. Moreover, there are another 10 respondents
stated that managing interest is the crucial element that helps to make effective functions and
operations at workplace. Remaining 5 people said that all the above elements are useful to the
company through they are attracted different customers at workplace. Hence, it can be interpret
that the company able to include different functions and operations in the business.
Theme 2 Employees of the chosen organisation highly satisfied with solving customer query
18
25
10
10
5 Opening bank
account
Providing
support
Managing
interest rates
All of the above

Interpretation: In the above graph, it can be interpret that there are 28 respondents exists that
highly satisfied with determine solution for customer problems. In this way, the company can
easily develop their operations and functions of the business in systematic manner. Furthermore,
there are 10 respondent only satisfied to make solution for their client issues. Moreover, 2 people
neither satisfied nor dissatisfied from the business operations and functions that are carried to
make effective results at workplace. In addition to this, there are 5 respondents stated that they
are dissatisfied with implementation of the solution that are take place to perform different
activities in it. Remaining 5 respondents are highly dissatisfied from the activities that are
promoted to develop effective functioning at workplace. Hence, it can be interpret that Lloyd's
bank need to improve their performances and outcomes to attract new candidates.
Theme 3 Extra interest on saving is the important element to attract customers
19
28
10
2
55 Highly satisfied
Satisfied
Neutral
Dissatisfied
Highly dissatisfied

Interpretation: The above graph shows that 28 respondents stated that with the help of extra
interest providing, Lloyd's bank easily attract several customers at workplace. This is because,
they are getting extra some of money on their activities which promoted to develop more
effective results at workplace. Furthermore, there are 12 respondents exists that said that some
limitation in return period is the major element that assists to attract several customers towards
the aims and objectives of business. In addition to this, the chosen bank also ascertain to gather
relevant information towards the business goals in systematic manner. Therefore, they are able to
deliver creative results at workplace. There are 5 employees said that customers can be attracted
through providing them extra offers at workplace. It is the systematic review of process through
company able to deliver more profits and revenue at workplace. At last, there are 5 respondents
stated that all the above services helps to develop effective functioning at workplace to target
employees in systematic manner. These assists to concentrate on the activities that promoted
different activities to deal with objectives and aims.
Theme 4 The chosen company is efficient to solve customer problems
20
28 12
5
5 By providing extra
interest on savings
By giving some
limitation in return
period.
By providing
additional offers.
All the above

Interpretation: From the above gram, it can be interpret that there are 45 employees stated that
Lloyd's bank efficient to solve their customer problems and issues. Therefore, they can easily
attract different customers towards the aims and objectives at workplace. Furthermore, it also
assists to develop creative results through new candidates will be attracted towards the business.
In addition to this, there are 5 respondents exists that said that the company unable to solve their
customer issues and problems in significant manner. Therefore, they need to concentrate on the
new aspects through they will easily attract people at workplace.
Theme 5 Employees are highly agreed to solve their customer issue
21
45
5
Yes
No
Cannot say
Highly agree Agreed Neutral Disagree Highly disagree
0
5
10
15
20
25
30 29
10
5 5
1
Frequency

Interpretation: The above graph shows that there are 29 employees highly agree with make
solution for the customers issues and problems. In this aspect, they need to develop effective
functioning with ascertain more creative aspects at workplace. Furthermore, there are 10
respondents are only agreed with the solution of customer issues in systematic manner at
workplace. In addition to this, there are 5 respondents exists that stated that they are neutral with
implementation of services towards aims and objectives. However, 5 respondents are disagreed
with the implementation of solution towards the customer issues and problems. It is the best way
to make creative results at workplace. Remaining 1 person stated that they are highly disagreed
with this statement. Therefore, it can be interpret that employees of the chosen organisation has
capabilities to develop more effective functioning in the business to cater relevant information
towards the aims and objectives. In this way, the chosen business need to concentrate on the
implementation of the new activities through they can attract several candidates at workplace.
Theme 6 Employees think that CRM is important element to increase performance level of
the organisation
Interpretation: The above graph interpret that CRM is very useful framework that assists to
maintain strong relationship of bank and its customers and employees. There are 40 respondents
exists that said that CRM is the main aspect which assists to Lloyd's bank to improve their
performances and outcomes in systematic manner. Therefore, the chosen business need to choose
22
Yes No Cannot say
0
5
10
15
20
25
30
35
40
Frequency

and implement CRM that ascertain creative results and operations at workplace. Furthermore, it
is the crucial element that assists to attract more candidates in the business environment.
However, there are 10 respondents stated that it is not useful framework to develop more
effective functioning at workplace. In this way, the company has responsibilities to implement
new concepts through they can work on the goals and objectives to enhance effectiveness at
workplace. Furthermore, they can also develop more profitability and productivity to work in
systematic manner in the enterprise.
Theme 7 Employees are efficient to protect data of customer carefully
Interpretation: The above graph interpret that Lloyd's bank efficient to deal with different kinds
of customers in systematic manner. In this regard, the company need to concentrate on the
activities through they will easily work to save creative aspects of the business. There are 35
respondents exists that stated that they are efficient to solve customers issues and problems in
systematic manner. Therefore, the company has advantages to make sure that they are highly
efficient to work in new areas of the business. Furthermore, there are 10 respondents stated that
they have no quality to deal with new candidates in systematic manner. Therefore, the company
unable to solve issue and problems of the customer which taken at workplace. In addition to this,
they are also unable to protect the data which needed to perform several activities at workplace.
Remaining 5 respondent stated that it cannot be interpret that it is useful or not to develop more
creative results at workplace.
23
35
10
5
Yes
No
Cannot say

3.3 Recommendations
In respect to collect the useful and creative information, researcher need to concentrate on
the results that are ascertained to make effective functioning. In this regard, Lloyd's bank require
increasing their brand image so that it penetrate to customer to purchase products and services
from the bank (Pérez and Rodríguez del Bosque, 2014). Following are certain recommendation
has been determines to operate systematic work performance at workplace:
 With the help of social media, Lloyd's bank able to attract several customers at
workplace. Therefore, they can easily promote to make effective functioning in the
business. Furthermore, customer need and requirement will be assess that helps to make
effective design and improves business activities at workplace.
 In addition to this, Lloyd's bank need to provide proper training and development
program to their employee so that it helps to create effective results in the organisation.
With this regard, employees also able to deliver proper functioning to their customers
with proper guidance and outcomes.
 Along with this, the selected enterprise need to maintain customer relationship
management activities at workplace. With the help of these activities, they are able to
accomplish their desired outcomes in the company. Therefore, they can easily promote
functions and operations in systematic manner at workplace (Martins, Oliveira and
Popovič, 2014). In the Lloyd's bank, these activities create cooperation and coordination
to deal with brand image.
TASK 4
4.1 Presentation
Covered in PPT
CONCLUSION
In respect to focus on the present report, it has been concluded that Lloyd's bank has
different opportunities to enhance their performance and functions in positive manner. It is the
best way to develop more profits and revenue to identify positive perception of the customers
(Wildemuth, 2016). The selected business has opportunity to concentrate on the increasing brand
image that make effective results to develop creative results. From the report, it has been
concluded that primary resources are very helpful to ascertain creative results at workplace. This
24

is because, it provides useful and fresh information towards the aims and objectives.
Furthermore, it articulated about the advertisement and promotional tools that need to be
essentially adopted by business to concentrate Lariviere, L. Keiningham and C. Malthouse,
(2014)on the different activities. Moreover, it also carried several elements that are needed to
concentrate on the business performance of chosen bank (Luma, Doualla and Sone, 2014).
In addition to this, it assists to promote the activities that helps to attain competitive
advantages in the business. Furthermore, it also discussed about the interview which taken by
employees to find out useful information towards the aims and objectives. Therefore, on the
basis of objectives, results and discussion has been made that create more effective results
(Clarke and Fujimura, 2014).
Areas for further study
Apart from this, Lloyd's bank need to also concentrate on the further areas in which they
can easily get more profits and revenue through they can achieve creative results at workplace.
Following are different areas where research will be conducted in systematic manner:
 Assess of the impact of brand image on consumer perception: In the study, researcher
has responsibilities to assess the impact of brand image on consumer perception. With
this regard, Lloyd's bank need to concentrate on the aims and objectives that can be
accomplish in systematic manner at workplace. Moreover, the company can also identify
impact of brand image to focus on goals and objectives.
 Analysis impact of the factors to increase performances of the chosen business: In
addition to this, researcher has responsibilities to concentrate on identify factors which
increasing performance of the chosen business. In this regard, company can implement
new resources through they can attract potential candidates at workplace. Furthermore,
creative results will be ascertain to deal with different activities (Lariviere, L.
Keiningham and C. Malthouse, 2014).
 Impact of social media to encourage customers towards the aims and objectives:
Along with this, the chosen organisation has responsibilities to concentrate on the social
media performance. In this way, the chosen company need to concentrate on tools and
techniques that implemented in social aspects to deliver creative results. Hence, the
company can attract new candidates at workplace to deliver more effective functioning.
25

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Online
Organizing Your Social Sciences Research Paper: 6. The Methodology, 2017. [Online] Available
through: <http://libguides.usc.edu/writingguide/methodology>.
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