During my study, I have received many helps from my supervisors, my family, my colleagues and my classmates.

Firstly, to my supervisors, I would like to give my deeply thanks to Dr. Vu Xuan Quang for his time to instruct me, give me valuable suggestions and encourage me during the study.

I would like to express my sincerely thanks to Ms. Nguyen Thi Thanh Van, project manager of CRM project in Bao Viet Securities Company for her suggestions and supports. I also would like to other colleagues at Bao Viet Securities Company, especially Marketing – PR Department for their advices and contributions to my thesis.

I also would like to thank Ms. Le Thi Thu Trang, Ms. Nguyen Hong Ha, Ms. Nguyen Hong Giang and others HSB faculty members for their helps and supports.

Finally, I would like to send my heartfelt thanks to my family members, my classmates for their supports and encouragements.