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Volume : V, Issue : VII, August - 2015

FACTORS FAVOURING e-CRM IN BANKS

Anitha. G, P. Jayalakshmi

By : Laxmi Book Publication

Abstract :

The present day banks are facing stiff competition in order to increase the business. The old generation banks have faced much competition to attract customers as the banks were limited in number and three were more customers who were running behind to utilize the various services provided. But the scenario has completely changed; each street has branches of all popular banks which were situated in the adjacent buildings. The traditional methods of providing services have gone and each banker wish to attract, delight, retain, and capitalize the customer. The banker decides once if the customer steps in to the bank for opening an account, he has been given ample of kits which are varying gifts such as free ATM cards, Cheque books, and a booklet which comprise of all the details and services provided by the banks. After reading the booklet, if the customers wish to enquire about any loan details means, the banker will take a firm decision to provide him enormous details and convince him to take a loan, and present the ultimate service and enlight the customer.

Keywords :


    Article :


    Cite This Article :

    Anitha. G, P. Jayalakshmi(2015). FACTORS FAVOURING e-CRM IN BANKS. Indian Streams Research Journal, Vol. V, Issue. VII, http://isrj.org/UploadedData/7060.pdf

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    136. Gruen,T.W., Summers, J.O., & Acito,F. (2000). Relationship Marketing Activities, commitment, and member behaviour in professional associations. Journal of Marketing, 64(3), 34-49.
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    138. Delhi Business /review; Vol:2, No.1, January-June,2001(Technical Report Style).
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    141. Dyche,J(2001), “The CRM handbook: A Business Guide to Customer Relationship Management”, Reading, MA: Addison-Wesley, 2006(Journal Style).
    142. Gruen,T.W., Summers, J.O., & Acito,F. (2000). Relationship Marketing Activities, commitment, and member behaviour in professional associations. Journal of Marketing, 64(3), 34-49.
    143. Rigby, D.K. & Ledingham, D. (2004) CRM done right, Harvard Business Review, 82(11), PP.118-133.
    144. Payne,A.,&Frow.P (2005). A strategic framework for customer relationship management. Journal of Marketing, 69(4), 167-176.
    146. Dyche,J(2001), “The CRM handbook: A Business Guide to Customer Relationship Management”, Reading, MA: Addison-Wesley, 2006(Journal Style).
    147. Gruen,T.W., Summers, J.O., & Acito,F. (2000). Relationship Marketing Activities, commitment, and member behaviour in professional associations. Journal of Marketing, 64(3), 34-49.
    148. Rigby, D.K. & Ledingham, D. (2004) CRM done right, Harvard Business Review, 82(11), PP.118-133.

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