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Table of Contents

Chapter One: Introduction
1.1 Background of the Study
1.2 Statement of the Problem
1.3 Research Questions
1.4 Objectives of the Study
1.5 Significance of the Study
1.6 Limitations of the Study
1.7 Scope of the Study

Chapter Two: Literature Review
2.1 Theoretical Framework
2.2 Conceptual Framework
2.3 Digital Transformation in the Banking Sector
2.4 Customer Relationship Management
2.5 The Impact of Digital Transformation on Customer Relationship Management

Chapter Three: Research Methodology
3.1 Research Design
3.2 Data Collection Methods
3.3 Data Analysis Techniques
3.4 Sampling Technique
3.5 Research Instruments

Chapter Four: Discussion of Findings
4.1 Digital Transformation Initiatives at XYZ Bank
4.2 Analysis of Customer Relationship Management Practices at XYZ Bank
4.3 Evaluation of the Impact of Digital Transformation on Customer Relationship Management at XYZ Bank

Chapter Five: Conclusion and Summary
5.1 Summary of Findings
5.2 Conclusion
5.3 Recommendations for Future Research

Project Summary

The Impact of Digital Transformation on Customer Relationship Management in the Banking Sector: A Case Study of XYZ Bank

The digital transformation of the banking sector has had a significant impact on customer relationship management practices. This study aims to investigate the specific impact of digital transformation on customer relationship management at XYZ Bank. The study is guided by the following objectives: to assess the current state of digital transformation initiatives at XYZ Bank, to evaluate the effectiveness of customer relationship management practices at XYZ Bank, and to determine the impact of digital transformation on customer relationship management at XYZ Bank.

The study will utilize a mixed-methods approach, including interviews with key stakeholders, surveys of bank employees, and analysis of customer data. The data collected will be analyzed using qualitative and quantitative techniques to identify the key findings. The findings will be discussed in Chapter Four, highlighting the specific ways in which digital transformation has affected customer relationship management practices at XYZ Bank.

The study will conclude with a summary of the findings, drawing conclusions about the overall impact of digital transformation on customer relationship management in the banking sector. Recommendations for future research will also be provided, suggesting areas for further study to enhance our understanding of this important topic.

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