It is a technique used by businesses to create better & long term relations with customers. The purpose of this paper is to develop and validate a scale for measuring a customer’s perception of customer relationship management (CRM) initiatives of a bank.
To know the satisfaction level of the customers from the banking with particular sector i.e.
Sample size- 500 Sampling technique-convenient sampling Tools for data collection- … 4.) We also aim to analyze the impact of the quality of services offered to customers on the performance of a banking institution. whether private or public. Banks are well aware that their success is predominantly dependent on the CRM strategies adopted by them. 62 . To understand the consumer behavior of customers of banks. To study the applications of Banking. Research Method III. 3.) To know the satisfaction level of the customers from the banking with particular sector i.e. OBJECTIVES OF RESEARCH 1.) ... for ensuring the competitive edge in the today is banking industry, E-CRM has the great potential for managing customers in the online mode. Customer Relationship Management is a process of managing the relationship between business & customers. Service providers have recognized that good CRM bonds customers with the organisation for a longer term, resulting in increased revenues.
OBJECTIVES OF RESEARCH 1.) Service providers have recognized that good CRM bonds customers with the organisation for a longer term, resulting in increased revenues. To know factors affecting the banking … To find out the relationship between CRM, customer satisfaction and customer loyalty. The book offers an in-depth discussion of the concept of Customer Touch Map and discusses the role of information technology in facilitating customer relationship management.
One of the most critical sources for the research is the book “Relationship Marketing and Customer Relationship Management” authored by Brink and Berndt (2009). 3.) Microfinance Industry – Chapter 1 Introduction : This Chapter provides a breakdown of the research content.
Gartner Research (2001), ‘CRM at Work: Eight Characteristics of CRM Winners’ Khirallah K, ‘CRM Case Study : The Analytics that power CRM at Royal Bank’, Tover Group Research Note (2001) Kale, Sudhir, ‘CRM Failure and the Seven Deadly Sins’, Marketing Management, Sept- … Customer relationship .
whether private or public. ... CRM in the banking sector is of strategic importance . Sampling units- Sample consists of customers of banks. RESEARCH METHODOLOGY . 2.)
The Essence of Customer Relationship Management and CRM in Banking. banking sector for research when ASIA Bank Ltd. is also researched for better output in decision making of the research paper. Need and Importance of the Study.
RESEARCH METHODOLOGY Research Design: Descriptive study. To know the reason why people are using banking.
Research Paper Commerce A Study on Customer Relationship Management Practices in Banking Sector (with Special Reference to Salem District
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