Customer Relationship Management In Public Sector Banks
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| 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 | : |
| Publisher | : |
| Total Pages | : 484 |
| Release | : 2021 |
| Genre | : |
| ISBN | : 9789390459803 |
| 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 | : 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 | : 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 | : Nils Merkel |
| Publisher | : GRIN Verlag |
| Total Pages | : 29 |
| Release | : 2010-07 |
| Genre | : Business & Economics |
| ISBN | : 3640522451 |
Seminar paper from the year 2005 in the subject Business economics - Customer Relationship Management, CRM, grade: 1,3, Dongbei University of Finance and Economics (Dalian/China), course: Sales Management, 2 + 8 online entries in the bibliography, language: English, abstract: According to the changing of the general conditions the German banks are forced to break new ground in order to assert their position: The market became much more lucent for customer because of new media. The consequences are an increasing pressure of competition and demanding cus-tomer. Therefore a binding and long-term customer relationship seems to be neces-sary for many banks to react to the changed conditions and to guarantee the continu-ity. A majority of German credit institutions tried to implement concepts of Customer Relationship Management (CRM). In some cases the afford - to turn the customer re-lationship into the road to success - were unsatisfying and unsuccessful. In this paper I want to show, how CRM works, how CRM can be implemented in banks and what problems can result from the implementation. In the first chapter I describe the current situation of German banks. After a brief overview about CRM in general we analyze the previous attempts of CRM implemen-tation. Two examples - Dresdner Bank and Deutsche Leasing, a member of the "Sparkassen - Finanzgruppe" - follow. At the end I identify the problems of the im-plementation of CRM at the banks.
| 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 | : John E. G. Bateson |
| Publisher | : |
| Total Pages | : 616 |
| Release | : 1992 |
| Genre | : Business & Economics |
| ISBN | : |
| Author | : Steve Goulding |
| Publisher | : Kogan Page Publishers |
| Total Pages | : 401 |
| Release | : 2018-10-03 |
| Genre | : Business & Economics |
| ISBN | : 0749482842 |
Endorsed by the Chartered Banker Institute as core reading for the Personal & Private Banking and Commercial Lending modules, Relationship Management in Banking supports and develops the need to be able to manage key customer relationships. The text considers the nature of commercial relationships and help the reader synthesise complex factors in order to develop a robust relationship management methodology. It will draw from bona fide case studies and examples that can demonstrate key relationship management concepts as well as bring learning to life and share examples of customers, good and bad, from a range of different sectors. Through case studies and providing online updates to regulations, Relationship Management in Banking considers how to critically analyze approaches to relationship management used for a variety of banking customer types and examine the impact of legislation, regulation, governance and technology on banking relationship management and customer acquisition and retention. Online supporting resources include a glossary and updates to regulation.
