CRM Practices in Private Commercial Banks, Influencing Long Term Relationship and Customer Centric Holistic Approach
- Title
- CRM Practices in Private Commercial Banks, Influencing Long Term Relationship and Customer Centric Holistic Approach
- Creator
- Mehta A.K.; Samal A.; Manasa N.; Vinod P.; Radhakrishna H.
- Description
- Purpose: The exigent purpose of the research is to find out whether socio-economic characteristics impress the study on CRM in private banks and to study CRM practices, factors sway long term relationship between customer and banks, and to know CRM as a customer central holistic approach. CRM gaining more attention as it is attracting and retaining the customers. CRM technology is used to organize, mechanized and integration of sales, marketing, support service and technical support (Robertshaw, 1999). There is a tremendous changes in market, innovation of technology, regional integration increasing competition and especially moderating customers. Approach: A well structure questionnaire was recommended for data collection in order to avoid delay, non-response and incompleteness. Respondents were met while they approached the bank. Either before or after their work respondents were appealed to provide the suitable consumer. A total of 220 questionnaires were in the hand and out of this 200 were usable and this forming 91% success rate. Findings: There is a significant variation in socio economic uniqueness except the demography account at different bank branches and all the factors shows high relationship sums account at different banks. The CRM practices ranked by respondents in the rank-wise are providing security of funds, providing greater value for money and transparency in banking services. Factors like customer satisfaction, well developed privacy policy and quick service are influencing better forever relationship between private sector banks and customers. The measurement of CRM a customer centric approach reveals that CRM protects data privacy, establishes and maintains strong relationship and CRM anticipates anticipates needs of customers. Further factors like data privacy, retention of existing customers and establish and maintain strong relationships are the impressing factors of customer centric approach. 2024, Collegium Basilea. All rights reserved.
- Source
- Nanotechnology Perceptions, Vol-20, No. S5, pp. 959-966.
- Date
- 2024-01-01
- Publisher
- Collegium Basilea
- Subject
- acquire; attrition; customer centric; customer trust and loyalty; Data privacy; income; long term relationship; quick service; retention; satisfaction
- Coverage
- Mehta A.K., Department of Humanities and Management, Yeshwantrao Chavan College of Engineering, India; Samal A., Dept of MBA, Sri Venkateshwara College of Engineering, Bangalore, India; Manasa N., Department of Business and management CHRIST (Deemed to be University), Yeshwantpur campus, Bangalore, India; Vinod P., Department of Business and management CHRIST (Deemed to be University), Yeshwantpur campus, Bangalore, India; Radhakrishna H., REVA Business School, REVA University, India
- Rights
- Restricted Access
- Relation
- ISSN: 16606795
- Format
- Online
- Language
- English
- Type
- Article
Collection
Citation
Mehta A.K.; Samal A.; Manasa N.; Vinod P.; Radhakrishna H., “CRM Practices in Private Commercial Banks, Influencing Long Term Relationship and Customer Centric Holistic Approach,” CHRIST (Deemed To Be University) Institutional Repository, accessed February 26, 2025, https://archives.christuniversity.in/items/show/13571.