This indicates that strategically speaking, the Private Sector Banks have been more innovative in understanding their customers and in building good relations with them. Customer satisfaction and increased loyalty. Targeted product and service offerings can be timed to coincide with customer events and requirements e.
To analyze the perceptions of the customers regarding the impact of CRM on service quality. A customer whose debit card reflects frequent travel is probably best reached on his hand phone as compared to a direct mailer sent Crm in indian banks a residential address.
Customer Relationship Management CRM can be defined as the process of predicting customer behavior and selecting actions to influence that behavior to benefit the company Jenkins,usually leveraging on information technology and database-related tools.
Scale dimensions developed Crm in indian banks Zeithamal, Parsuraman and Berry have been used in the study to ascertain the perceptions of the customers regarding the service quality. The network will have VSAT terminals at strategic locations, which will help in ATM servicing and internal management information system.
Which cross selling opportunities should you consider? Customer relationship management CRM is developing into a major element of corporate strategy for many organizations.
In such a scenario, the services have grown rapidly and the customer has been more often a purchaser of services rather than a product. Analytical CRM is the active collection, concentration and analysis of data gathered about the customer and his interactions with the business.
However, on comparing the average grand mean with the bank means, it has been concluded that all the Private Sector Banks have scored above average when compared to the Public Sector Banks.
Ultimately in the long run, the business of ICICI Bank will grow manifold by using the data mining techniques Data mining as a tool for CRM The first analytical step in data mining data description— for example, summary of statistical attributes such as means and standard deviationsmay represented by using charts and graphs, and look at the distribution of values of the fields in your data.
HDFC Bank has, for the first time in India made the e-shopping experience secure online and real time with the launch of its payment gateway. Data mining can be used for both classification and regression problems.
Thus, if a Bank wants to have more customers, it should develop a good relationship with its present customers and try to maintain the same in the future also.
Personalization collects customer profile data and uses them to build predictive models that support personalized recommendations.
Convenience Sampling was used in this study whereas the Random Probability Sampling is expected to give better results. In such a scenario, it is difficult to have a complete customer view across divisions. It is a comprehensive approach for creating, maintaining and expanding relationship with the customers.
Additionally the solution is also capable of performing market basket analyses to predict which customers will be good candidates for cross-sell opportunities. First, all CRM efforts should begin with a well-defined strategy.
Telebanking or Mobile banking These services empower the customer with an instant access to routine queries and transaction or check bank balances. Second, an infrastructure must be developed to achieve appropriate objectives.In the banking sector in India, New Age Private Banks like ICICI Bank, HDFC Bank, Axis Bank are at the forefront of utilizing the data mining techniques to enhance the customer relationship.
Data Mining: Data mining is the principle of sorting through large amounts of data and picking out relevant information. The aim of the study is to evaluate critically the status of Customer relationship management in Indian banking sector.
In order to achieve the above aim, the study has four main objectives: To evaluate critically the literature relating to bank selection in general and specifically relating to customers and their bank accounts.
Request PDF on ResearchGate | Customer Relationship Management in Indian Banks | 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.
Customer Relationship Management and its potential to help them acquire new customers retain existing ones and maximizetheir lifetime ultimedescente.comg sector is a customer-oriented servicewhere the customer is the KEY focus.
E-CRM Techniques used by Banks in India Banks leveraging technology can develop innovative customer solutions to attain growth with profitability within the framework of sound risk-management practices.
CRM is a major focus for Indian banking industry. Changing nature of the environment has forced the banks in India to apply CRM in their banking operations (Foss, ).
The initiatives and strategies of the banks are dependent on .Download