scholarly journals A Study on Customer Relationship Management Practices in Indian Banks With Special Reference to Chennai City

2021 ◽  
Vol 9 (1) ◽  
pp. 66-70
Author(s):  
T S Kumar ◽  
K Kalairaja
Keyword(s):  
Customer Relationship Management ◽  
Management Practices ◽  
Strong Relationship ◽  
Customer Relationship ◽  
Consumer Loans ◽  
The Social ◽  
Customer Services ◽  
The Difference ◽  
Indian Banks ◽  
Chennai City

The banking landscape has undergone a paradigm shift from welfare oriented banking to profit oriented banking over a period of three decades. The deregulation has completely transformed a very complexion of commercial banks in the early nineties. Prior to deregulation syndrome, the customers were given short shrift in the social sector banking era. The customers were made to run from pillar to post to get an ordinary personal loan. Only those who can afford to offer security were made eligible for big ticket loans. The borrowers had to wait endlessly for various types of consumer loans. The customers in the current era of liberalized environment are enjoying the privilege of choosing their banks in terms of various considerations. The main objectives of the study is to examine the current customer relation strategies adopted in Indian Banks, to identify the deficiencies in the existing customer satisfaction variables which lead to Bridge the customers and the bank, to study the difference in perception of the customers of the bank toward various services provided by bank and to analysis the satisfaction level of customer services provided by the bank. The survey reveals that assenters are satisfied in most of the aspects and they want to continue with their respective banks. So now if the banks use proper strategies to overcome the shortcomings faced by customers, the banks can easily build a strong relationship and that will allow the bank to earn profit in the competitive environment.

scholarly journals A Preliminary Analysis of CRM Practices among Banks frome the Customers' Perspectives

2011 ◽  
Vol 1 (1) ◽  
pp. 274
Author(s):  
Izah Mohd Tahir ◽  
Zuliana Zulkifli
Keyword(s):  
Customer Relationship Management ◽  
Preliminary Analysis ◽  
Customer Value ◽  
Management Practices ◽  
Customer Relationship ◽  
Customer Acquisition ◽  
Five Dimensions ◽  
Value Evaluation ◽  
Customer Information ◽  
Preliminary Study

Firms especially banks have realized the importance of becoming customer oriented and therefore Customer Relationship Management Practices (CRM) is seen to be very important to these firms. This study reports on the preliminary findings of CRM practices among banks from the customers’ perspectives. Five dimensions comprising of 48 statements are proposed for this study: Customer Acquisition (11 items), Customer Response (10 items), Customer Knowledge (10 items), Customer Information System (9 items), and Customer Value Evaluation (8 items). The results of the internal consistency tests are considered good with Cronbach’s alphas ranging from 0.73 to 0.92. Overall, the results suggest that respondents somewhat agreed and strongly agreed on all the items proposed. The results from this preliminary study are important to us to understand the perceptions of the customers so as to adjust and modify items that are important and not.

Investigating the Impact of Customer Relationship Management Practices of E-Commerce on Online Customer's Web Site Satisfaction

2011 ◽  
pp. 1742-1759
Author(s):  
Su-Fang Lee ◽  
Wen-Jang ("Kenny") Jih ◽  
Shyh-Rong Fang
Keyword(s):  
Customer Relationship Management ◽  
User Satisfaction ◽  
Web Site ◽  
Management Practices ◽  
Customer Orientation ◽  
Relationship Management ◽  
Customer Relationship ◽  
Primary Data ◽  
Customer Information ◽  
The Web

This study addresses the effect of customer relationship management (CRM) practices on online customers’ satisfaction with their experience in interacting with the company Web sites. Recognizing the importance of maintaining a healthy relationship with customers, companies are actively seeking ways to enhance the customer value of their offerings through relationship marketing. Since effective managing of customer relationships essentially involves managing customer information flow, Internet technologies have become an important element of a firm’s CRM program. The company Web site is functioning as the focal point of contact for interacting with existing and prospective customers. An important concern is how the company Web site affects customers’ overall perception of the Web site. Using the concepts of Internet-mediated market orientation in marketing and user satisfaction in information systems, this study formulated and validated a theoretical model to analyze causal relationships between CRM practices, customers’ perception of a Web site’s online customer orientation and online customer Web site satisfaction. Based on the structural equation modeling analysis of the primary data collected in Taiwan, the study found that CRM practices positively impact online customers’ Web site satisfaction through their perception of the Web site’s customer orientation.

Investigating the Impact of Customer Relationship Management Practices of E-Commerce on Online Customer's Web Site Satisfaction

2011 ◽  
pp. 1778-1794
Author(s):  
Su-Fang Lee ◽  
Wen-Jang (Kenny) Jih ◽  
Shyh-Rong Fang
Keyword(s):  
Customer Relationship Management ◽  
User Satisfaction ◽  
Web Site ◽  
Management Practices ◽  
Customer Orientation ◽  
Relationship Management ◽  
Customer Relationship ◽  
Primary Data ◽  
Customer Information ◽  
The Web

This study addresses the effect of customer relationship management (CRM) practices on online customers’ satisfaction with their experience in interacting with the company Web sites. Recognizing the importance of maintaining a healthy relationship with customers, companies are actively seeking ways to enhance the customer value of their offerings through relationship marketing. Since effective managing of customer relationships essentially involves managing customer information flow, Internet technologies have become an important element of a firm’s CRM program. The company Web site is functioning as the focal point of contact for interacting with existing and prospective customers. An important concern is how the company Web site affects customers’ overall perception of the Web site. Using the concepts of Internet-mediated market orientation in marketing and user satisfaction in information systems, this study formulated and validated a theoretical model to analyze causal relationships between CRM practices, customers’ perception of a Web site’s online customer orientation and online customer Web site satisfaction. Based on the structural equation modeling analysis of the primary data collected in Taiwan, the study found that CRM practices positively impact online customers’ Web site satisfaction through their perception of the Web site’s customer orientation.

Exploring the Effects of Blog Visit Experience on Relationship Quality

2012 ◽  
Vol 8 (2) ◽  
pp. 1-14 ◽  
Author(s):  
Su-Fang Lee ◽  
Wen-Jang Jih
Keyword(s):  
Relationship Quality ◽  
Customer Relationship Management ◽  
Management Practices ◽  
Treatment Process ◽  
Subsequent Treatment ◽  
Customer Relationship ◽  
Patient Relationship ◽  
Cardiac Illness ◽  
Knowledge Intensive

A blog was created to help cardiac illness patients and their families cope with the anxiety caused by their health problems and the subsequent treatment process. An empirical study reveals that the customer relationship management practices of the blog site affect visitors’ visit experience, their relationship learning, and how these latter two variables in turn have a significant impact on the quality of patient relationship with the physician. The study confirms the value of Web 2.0 applications in knowledge-intensive domains such as cardiac surgery.

Customer Relationship Management in Social and Semantic Web Environments

2010 ◽  
Vol 1 (2) ◽  
pp. 1-10 ◽  
Author(s):  
Ángel García-Crespo ◽  
Ricardo Colomo-Palacios ◽  
Juan Miguel Gómez-Berbís ◽  
Fernando Paniagua Martín
Keyword(s):  
Semantic Web ◽  
Customer Relationship Management ◽  
Paradigm Shift ◽  
Dynamic Environment ◽  
Relationship Management ◽  
Customer Relationship ◽  
Semantic Web Technologies ◽  
Web 3.0 ◽  
Web Technologies ◽  
The Social

The growing influence of the Internet in current 21st-century everyday life has implied a paradigm shift in terms of relationships between customers and companies. New interaction means in the Web 1.0 have undergone a dramatic change in quantity and quality with the advent of the so-called Web 2.0, the Social Web. The upcoming Web 3.0, the Semantic Web will also impact tremendously in how companies understand Customer Relationship Management (CRM). In this dynamic environment, the present work presents a combination of both Social and Semantic Web Technologies and their application in the particular field of CRM. Tool and technology analysis both prove the challenging opportunities for these cutting-edge innovation trends in the CRM domain.

The Role of Information Technology and Customer Relationship Management Practices in Egyptian Hotels— A Descriptive Study in Sharm El Sheikh Hotels

2019 ◽  
Vol 9 (4) ◽  
pp. 47-63
Author(s):  
Nancy Awadallah Awad ◽  
Sherif Gamal Saad
Keyword(s):  
Information Technology ◽  
Customer Relationship Management ◽  
Management Practices ◽  
Customer Orientation ◽  
Hotel Industry ◽  
Relationship Management ◽  
Customer Relationship ◽  
Hotel Performance ◽  
Operational Excellence

Information technology plays a significant role in the practice of customer relationship management (CRM) in hotels, such as helping to achieve profitability through operational excellence, lower costs, and valuing the customer's time. This research aims to examine the influence of information technology and customer relationship management practices on the performance of hotels in Egypt a case of Sharm El Sheikh hotels. To achieve these objectives, two questionnaires were designed to collect respondent's answers. It is recommended to hotels to enhance CRM practices to increase hotel performance and improve information technology to match customer orientation and CRM practices challenges and therefore making Sharm El Sheikh hotels more competitive in the global hotel industry

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