A Study On Customer Relationship Management Of Public Sector Banks In Chennai C
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| Author | : C. Miya |
| Publisher | : |
| Total Pages | : 0 |
| Release | : 2023-05-08 |
| Genre | : |
| ISBN | : 9781805256373 |
Banks play an important role in economic development, as they accept deposits and channelize them into lending activities. Indian has a well-developed banking system, with most of the banks having been founded by Indian entrepreneurs and visionaries in the pre-independence era. Indian banks have played a significant role in the development of the Indian economy by inculcating the habit of savings and lending finance to Indian industry. The banking industry in India is facing certain challenges, such as quality service, customer satisfaction, customer retention, and customer loyalty. However, due to nationalization exercises in 1969 and 1990, banks have increased their network at a brisk pace, with the number of branches at the end of 2008 standing at 38046. As on 31.03.2013, there were 70421 branches.
| Author | : |
| Publisher | : |
| Total Pages | : 484 |
| Release | : 2021 |
| Genre | : |
| ISBN | : 9789390459803 |
| Author | : Subbarao Ebicherla |
| Publisher | : LAP Lambert Academic Publishing |
| Total Pages | : 388 |
| Release | : 2013 |
| Genre | : |
| ISBN | : 9783659463419 |
Any business firm's success is fundamentally based upon the satisfaction of the needs of the customers. The business strategy of a company needs to be customer centric. CRM is the business strategy which puts the customer in the nucleus of business. Of late, 'RELATIONSHIP MANAGEMENT' is the order of the day in banking industry and customers never had it before. In a savings-driven economy like ours, banks have finally come of age and the emphasis is now on making the customer feel that he is the king. This book mainly emphasises the strategies on improving the relationship with the customers and their satisfaction in the banking sector, with reference to selected Public Sector Banks in West Godavari district, for their growth and sustainability in the long run. The intense competitive nature of today's business especially from the private sector and foreign banks has resulted to a greater need for firms to build closer relationships with the customers. However, only high quality firm-customer relationship would deliver the needed competitive edge. Hence, the study gains momentum to know the CRM practices followed by the PSBs in this district.
| Author | : Dr. Antony Joseph K & Dr. Gabriel Simon Thattil |
| Publisher | : Lulu Publication |
| Total Pages | : 299 |
| Release | : 2021-07-01 |
| Genre | : Art |
| ISBN | : 1008962902 |
Achieving and sustaining growth in banking business is a herculean task, but it can be successfully done, if the focus is on customers. With hot winds of competition blowing across the banking industry in India, developing an emotionally close, symbiotic relationship with customers has become highly important than ever before. Any bank that wishes to grow in the size of its business or improve its profitability must consider the challenges surrounding its customer relationships (Watson, 2004)2. Banks now have realized that, of all the problems the business can have, the loss of established customers is one of the most serious. Hence, banks have come out with innovative measures to satisfy their present customers, acquire new ones, and at the same time adopt procedures to win back the lost customers. Customers’ expectations regarding quality, service and value are ever escalating, and hence, a banker can build good relationship with its customers only if it is able to understand their needs and desires. Customer relationship management philosophy, if properly implemented, will enable the banker to develop long-lasting relationship by developing trust and emotional bonding through personalized communication, sharing of values and goals and personalized communication.
| Author | : N. Ramu |
| Publisher | : |
| Total Pages | : 14 |
| Release | : 2014 |
| Genre | : |
| ISBN | : |
Customer Relationship Management (CRM) is the establishment, development, maintenance and optimization of long-term mutually valuable relationships between consumers and the organizations. Effective CRM implementation requires coordination of channels, technologies, customer and employees. At the heart of a perfect CRM strategy is the creation of mutual value for all parties involved in the business process. The present study is to analyze the impact of customer relationship management in TNSC bank and to investigate the respondents' perception and the benefits of CRM in the banking industry. The present study is based on the primary data, analyzed with the help of appropriate tools of analysis. The Methodology used for the study is descriptive as well as analytical design. The employees of Tamil Nadu State Cooperative Bank (TNSC) opined that their first preference was awareness factor followed by implementing factor and importance factor as per result of rotated components matrix. The ranking analysis of the employee's perception of the CRM Techniques used in TNSC Bank, the Marking Management ranks first as CRM Techniques ,the Knowledge Management second and Call Centre Automation third.
| Author | : Dr. Shailja Pal |
| Publisher | : Ashok Yakkaldevi |
| Total Pages | : 247 |
| Release | : 2022-08-25 |
| Genre | : Art |
| ISBN | : 1387699121 |
Banks have always played an essential space in the country's prosperity. They impersonate a valuable role in the evolution of the enterprise and commerce. They are serving not barely as of the guardian of the country's economic health but additionally a country's reserves, vital for the nations' economic expansion. The ubiquitous function of commercial banks is to render financial assistance to the overall society and industry, securing economic and social resistance and sustainable extension of the economy. Commercial Bank in India comprises the State Bank of India (SBI) and its subsidiaries, nationalised banks, international banks and additional scheduled retail banks, regional rural banks and non-scheduled retail banks (Kalpana & Rao, 2017). Banks expedite business both inside and outside the nation by admitting and discounting of bills of exchange. Banks also increase the mobility of capital in a country like India, which is still in the initial stages of economic development. A well-organised banking system is the need of the day. Commercial banks are the most effective way to generate the credit flow of money in markets.
| Author | : Farrukh Khan |
| Publisher | : Lulu.com |
| Total Pages | : 152 |
| Release | : |
| Genre | : |
| ISBN | : 0557719046 |
| Author | : G. S. Popli |
| Publisher | : |
| Total Pages | : 16 |
| Release | : 2009 |
| Genre | : |
| ISBN | : |
Indian Banks have recorded a phenomenal growth in the past decade with the initiation of Economic Reforms. The banks, both Public and Private, have transformed themselves into profit-oriented business organizations besides playing a developmental role in the economy. In an attempt to be more profitable, the banks have become competitive and more customer-oriented. This new orientation has compelled them to take a more pragmatic approach for conducting the business. In the backdrop of this scenario, the study reviewed implementation of Customer Relationship Management (CRM) and the impact of CRM on service quality and customer retention in ten public and private sector banks of India. It was found that the Private Sector Banks have been able to implement the CRM practices more effectively as compared to their Public Sector counterparts. This fact has further been corroborated by the findings of the service quality level being provided by these banks. Further, it was observed both the public and private sector banks scored the least on responsiveness and empathy factors. Public Sector Banks have fared better in terms of reliability and assurance whereas the Private Sector Banks have fared better in terms of tangibility, reliability and assurance. Further, the results suggest that the banks (whether public or private) are equally affected by CRM initiatives they undertake to retain the customers.
| Author | : Kokula Krishna Hari Kunasekaran |
| Publisher | : Association of Scientists, Developers and Faculties (ASDF) |
| Total Pages | : 273 |
| Release | : 2015-04-30 |
| Genre | : Computers |
| ISBN | : 8192974251 |
Welcome to the International Conference on Inter Disciplinary Research in Engineering and Technology (ICIDRET) 2015 in DSIIDC, Government of NCT, New Delhi, India, Asia on 29 – 30 April, 2015. If this is your first time to New Delhi, you need to look on more objects which you could never forget in your lifetime. There is much to see and experience at The National Capital of Republic of India. The concept of Inter Disciplinary research was a topic of focus by various departments across the Engineering and Technology area. Flushing with major areas, this ICIDRET ’15 has addressed the E&T areas like Mechanical Engineering, Civil Engineering, Electrical Engineering, Bio-Technology, Bio-Engineering, Bio-Medical, Computer Science, Electronics & Communication Engineering, Management and Textile Engineering. This focus has brought a new insight on the learning methodologies and the terminology of accepting the cross definition of engineering and the research into it. We invite you to join us in this inspiring conversation. I am pretty sure that this conference would indulge the information from the various parts of the world and could coin as a global research gathering. With more and more researchers coming into ICIDRET, this event would be as an annual event. This conference is sure that, this edition and the future edition will serve as a wise platform for the people to come with better research methodologies integrating each and every social component globally. If there would have been a thought of not integrating the RJ45 and few pieces of metal / plastic along with a PCB, today we could haven’t used the telephones and mobile phones. With an ear-mark inspiration and constant support from the Global President Dr. S. Prithiv Rajan, ASDF International President Dr. P. Anbuoli, this publication stands in front of your eyes, without them this would haven’t been possible in a very shortest span. Finally, I thank my family, friends, students and colleagues for their constant encouragement and support for making this type of conference. -- Kokula Krishna Hari K Editor-in-Chief www.kokulakrishnaharik.in
| Author | : Sateesh Hari |
| Publisher | : LAP Lambert Academic Publishing |
| Total Pages | : 240 |
| Release | : 2015-05-29 |
| Genre | : |
| ISBN | : 9783659710384 |
This book is useful for those working on CRM projects, bank employees, students of graduate and post graduate and also for the research scholars working on bank's customer satisfaction, customer loyalty etc., A study based on 4 banks in India, among 2 are public sector and 2 are private sector.It is an extraction of the banker and customer experience. The best analytical tools are used for the purpose of analysis.
