A Study on Customer Relationship Management Practices in Banking Sector (With Special Reference to Salem District)

2011 ◽  
Vol 3 (8) ◽  
pp. 394-398
Author(s):  
N. Sathiya N. Sathiya ◽  
Keyword(s):  
Special Reference ◽  
Customer Relationship Management ◽  
Management Practices ◽  
Banking Sector ◽  
Relationship Management ◽  
Customer Relationship ◽  
Salem District

scholarly journals Customer Relationship Management (CRM)Practices of Public and Private Sector Banks

2022 ◽  
Vol 40 (S1) ◽  
Author(s):  
LALITHA P S ◽  
KIRAN KUMAR PAIDIPATI ◽  
B. AMARNATH
Keyword(s):  
Public Sector ◽  
Private Sector ◽  
Customer Relationship Management ◽  
Management Practices ◽  
Banking Sector ◽  
Relationship Management ◽  
Customer Relationship ◽  
Public And Private ◽  
Public Sector Banks ◽  
Public And Private Sector

The banking sector plays a crucial role in the economic development of a country. For the success of any bank customers’ play a prominent role in its growth. Implementing good customer relationship management practices improves the profits of banks. Retaining the customer and convert the customer to be a loyal one is most protruding. For the bank, retentions attain a greater benefit compare with acquiring new customers. Sustain the old customer is much more pivotal than attracting the new one. For this, effective customer relationship management practices help in the returns of the bank. Customer service and satisfaction differentiate the virtuous banking sector. The present study focuses on comparing the customer relationship management practices of public and private sector banks. A survey is done with 1200 customers using the convenience sampling method. 600 respondents from SBI & Andhra bank of public sector banks and the remaining 600 are from HDFC and ICICI banks of the private sector were chosen for the survey. An Empirical study with descriptive statistics, mean and frequency distribution, chi-square, mean ranks, reliability analysis is used to evaluate data. From the findings, it is observed that customers opted for public sector banks for the trust factor, and for effective products and services customers are satisfy more with private sector banks than compared with public sector banks.

scholarly journals Customer Relationship Management Practices and Customer Loyalty in Commercial Banks: An Empirical Study

2018 ◽  
Vol 4 (02) ◽  
Author(s):  
Linie Darli ◽  
R. Vasanthagopal
Keyword(s):  
Best Practices ◽  
Customer Relationship Management ◽  
Customer Loyalty ◽  
Commercial Banks ◽  
Management Practices ◽  
Banking Sector ◽  
Relationship Management ◽  
Retail Banking ◽  
Customer Relationship

Differentiating products through best practices, providing timely services to encourage word of mouth publicity, and increasing quality of services through best practices have become benchmarks in retail banking sector in India. A number of research studies have been performed that have highlighted the importance of Customer Relationship Management (CRM) in banking industry and its contribution to customer satisfaction and retention. This empirical paper closely examines the association between CRM best practices and customer loyalty in commercial banks in Kerala. The assessment done based on the opinion of customers exposed that there is a good association between CRM practices and customer loyalty in commercial banks in Kerala.

scholarly journals A STUDY ON CUSTOMER RELATIONSHIP MANAGEMENT PRACTICES IN BANKING SECTOR

2018 ◽  
Vol 14 (02) ◽  
Author(s):  
Gautam Kohli ◽  
Santosh Kr. Maurya
Keyword(s):  
Customer Relationship Management ◽  
Service Sector ◽  
Management Practices ◽  
Banking Sector ◽  
Service Providers ◽  
Relationship Management ◽  
Service Marketing ◽  
Financial Service ◽  
Customer Relationship ◽  
Banking Services

Customers play a predominant role in service marketing. Financial services produce a challenging sector and bear professional skill in designing product/services. Out of other financial service, banking is oldest and important financial service sector. Customer Relationship Management (CRM) has a massive influence in service sector, to win and hold customers for long term efficiency. In the early half of 90s, the relationship marketing idea was formally introduced into the service marketing field. Banks found it more beneficial to hold and reward the existing customers as opposed to pursuing new customers. The essence of CRM is to make customers and hold them. Therefore, incurrent situations banks mainly focus on satisfaction of the customers which indicates that the customer is delighted and satisfied by using the service. Hence the researcher made an attempt in this study to analyze the level of satisfaction on customer relationship management practices in the selected private sector banks. Customer Relationship Management (CRM) is major concern among the service providers especially the banks, if there is lack of understanding. Banks manages their relationships with the customers in their own way. However, the customers’ perception on CRM practices among banks should also be taken into consideration. The activity of CRM must attend the needs of customers as priority without delay in time; the banks can create a customer data base and make more awareness to customers significantly. Hence the CRM concept may be focused so that the customers are treated as first priority or royally in banking services. Thus, the banks need to focus in improvement of the customer satisfaction in utilizing various modern banking services and should provide more friendly services to customers that make the modern banking activity a pleasure experience for the customer to use.

Customer Relationship Management in Banking Sector

2012 ◽  
Vol 2 (12) ◽  
pp. 80-82
Author(s):  
P.B REDDY P.B REDDY ◽  
◽  
SHALINI. CHENNAMARAJU SHALINI. CHENNAMARAJU ◽  
Dr MORUSU SIVA SANKAR
Keyword(s):  
Customer Relationship Management ◽  
Banking Sector ◽  
Relationship Management ◽  
Customer Relationship

scholarly journals Customer Relationship Management: Related Theories, Challenges and Application in Banking Sector

1970 ◽  
Vol 1 (1) ◽  
pp. 19-28 ◽  
Author(s):  
Babin Pokharel
Keyword(s):  
Customer Relationship Management ◽  
Banking Sector ◽  
Relationship Management ◽  
Customer Relationship

DOI: http://dx.doi.org/10.3126/bj.v1i1.5140 Banking Journal Vol.1(1) 2011: 19-28

scholarly journals Customer Relationship Management In Banking Sector Case Study Of Conventional Banks

2021 ◽  
Vol 2 (6) ◽  
pp. 2136-2142
Author(s):  
Dennis Rydarto Tambunan ◽  
Heru Kreshna Reza ◽  
Melly Susanti ◽  
Sabri
Keyword(s):  
Customer Relationship Management ◽  
Financial Services ◽  
Customer Value ◽  
Banking Sector ◽  
Relationship Management ◽  
Secondary Data ◽  
Customer Relationship ◽  
Primary Data ◽  
Public Sector Banks ◽  
Conventional Banks

The importance of Customer Relationship Management (CRM) to help businesses acquire new customers, retain existing ones and maximize their lifetime value. This paper discusses the role of Customer Relationship Management in 4 bank units and the need for Customer Relationship Management to increase customer value by using several analytical methods in CRM applications. This paper attempts to identify the technological revolution witnessed by commercial banks and to what extent it has benefited banks to build better customer relationship management (CRM) services between public sector banks and private sector banks. The purpose of this study is 1) to analyze customer opinions about bank CRM in relation to service quality management. 2) To find out the customer's opinion about the bank's CRM on customer relationship management. This study uses primary and secondary data. Primary data will be collected by distributing structured questionnaires to conventional banks (Private and Government). Secondary data will be collected from records published by the financial services authority (OJS), standard textbooks and published research papers, and through web information. The primary data required will be collected from 6 banks in Bengkulu. In addition to collecting information from banks, it also collects information from the general public who have bank accounts.  

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