3/1/3- Customer knowledge managemen

3/1/3- Customer knowledge management:
- It is necessary that the financial institutions completely understand the needs of the main customers.
- It is necessary to help customers exactly expect the time of services’ deliverance.
- It is necessary to provide continuous two-way communication channels between the main customers and the financial institutions.
3/2- The suggested framework to measure the marketing performance
As long as there is a significant and direct correlation between customer relationships and marketing performance, as shown in the results of the field study, it is necessary that financial institutions measure the revenue (the marketing performance) of CRM. The researcher suggests, therefore, a method to measure this revenue, which includes three elements:
- Preserving the current customers,
- Attracting new customers,
- The market share,
- The customers' satisfaction,
- The standard of the sales growth.
- The standard of the profits of sales.

Hasil (Bahasa Indonesia) 2:

3/1 / 3- Pelanggan manajemen pengetahuan:
- Hal ini diperlukan bahwa lembaga keuangan benar-benar memahami kebutuhan pelanggan utama.
- Hal ini diperlukan untuk membantu pelanggan persis berharap saat pembebasan layanan '.
- Hal ini diperlukan untuk memberikan terus menerus saluran komunikasi dua arah antara pelanggan utama dan lembaga keuangan.
3 / 2- kerangka yang disarankan untuk mengukur kinerja pemasaran
Selama ada korelasi yang signifikan dan langsung antara hubungan pelanggan dan kinerja pemasaran, seperti yang ditunjukkan pada hasil studi lapangan, perlu bahwa lembaga keuangan mengukur pendapatan (kinerja pemasaran) dari CRM. Peneliti menyarankan, oleh karena itu, metode untuk mengukur pendapatan ini, yang meliputi tiga unsur:
- Melestarikan pelanggan saat ini,
- Menarik pelanggan baru,
- Pangsa pasar,
- Kepuasan pelanggan,. - Standar pertumbuhan penjualan - The standar dari keuntungan penjualan.