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A study of the challenges and opportunities in marketing and customer relationship management for microfinance institutions serving refugee entrepreneurs in Europe

Author

Listed:
  • A K M Zakaria

    (Department of Business Economics and Management, School of Business Administration, Silesian University)

Abstract
Marketing and Customer Relationship Management (CRM) are leading departments within an organization, contributing significantly to achieving industrial success. In the microfinance industry, CRM plays a crucial role in building customer trust and understanding their needs better. When serving refugee entrepreneurs, microfinance organizations face additional challenges due to diverse languages and cultures. However, they also have substantial opportunities to expand their business among refugee entrepreneurs. The aim of this working paper is to highlight the importance of CRM in the microfinance industry when serving refugee entrepreneurs in Europe. The study will analyse the challenges and opportunities of microfinance institutions (MFIs) in caring to this specific customer segment. The findings will assist microfinance institutes' marketing and CRM departments in satisfying refugee customers and achieving organizational objectives.

Suggested Citation

  • A K M Zakaria, 2023. "A study of the challenges and opportunities in marketing and customer relationship management for microfinance institutions serving refugee entrepreneurs in Europe," Working Papers 0075, Silesian University, School of Business Administration.
    • Handle: RePEc:opa:wpaper:0075
    as

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    File URL: https://www.iivopf.cz/wp-content/uploads/2023/08/WPIEBRS_75_Zakaria.pdf
    File Function: First version, 2023
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    References listed on IDEAS

    as
    1. Serafim Nogueira & Fábio Duarte & Ana Paula Gama, 2020. "Microfinance: where are we and where are we going?," Development in Practice, Taylor & Francis Journals, vol. 30(7), pages 874-889, October.
    2. Tanbir Ahmed Chowdhury & Sehel Somani, 2020. "Performance Evaluation and Impact of Grameen Bank on Social Development and Women Empowerment in Bangladesh," International Journal of Social and Administrative Sciences, Asian Economic and Social Society, vol. 5(1), pages 54-73, March.
    3. Tanbir Ahmed Chowdhury & Sehel Somani, 2020. "Performance Evaluation and Impact of Grameen Bank on Social Development and Women Empowerment in Bangladesh," International Journal of Social and Administrative Sciences, Asian Economic and Social Society, vol. 5(1), pages 54-73.
    4. Balkenhol, Bernd. & Guézennec, Camille. & Lainé, Frédéric. & Nouaille-Degorce, Louis., 2013. "Microcredit in France what impact does it have on employment?," ILO Working Papers 994874553402676, International Labour Organization.
    Full references (including those not matched with items on IDEAS)

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    More about this item

    Keywords

    CRM; refugee entrepreneurs; CRM on microfinance; MFIs; marketing;
    All these keywords.

    JEL classification:

    • L26 - Industrial Organization - - Firm Objectives, Organization, and Behavior - - - Entrepreneurship
    • L31 - Industrial Organization - - Nonprofit Organizations and Public Enterprise - - - Nonprofit Institutions; NGOs; Social Entrepreneurship
    • M31 - Business Administration and Business Economics; Marketing; Accounting; Personnel Economics - - Marketing and Advertising - - - Marketing

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