Customer Relationship Management in Indian Banking Industry

Customer Relationship Management in Indian Banking Industry

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Customer Relationship Management (CRM) is fundamental to building a customer-centric organisation. CRM system links together the customer data into single and logical customer repository. CRM in banking is a key element of differentiation that allows a bank to develop its customer base and sales capacity. The goal of CRM is to manage all aspects of customer interactions in a manner that enables banks to maximise profitability from every customer. Increasing competition, deregulation, and the internet have all contributed to the increase in customer power. Technology has reduced barriers to entry and exit for the customers, making it easier to switch banks or brokers without feeling the pinch in the wallet. Retaining customers is a major concern for banking institutions which underscores the importance of customer relationship management (CRM). This book examines issues related to changing banking industry and the challenges in customer relationship management (CRM). The book should appeal to the students of economics, commerce and business management. It would also serve the purpose of banking executives, researchers and others interested in understanding CRM in Indian banking industry.This book examines issues related to changing banking industry and the challenges in customer relationship management (CRM). The book should appeal to the students of economics, commerce and business management.


Title:Customer Relationship Management in Indian Banking Industry
Author: R. Uppal
Publisher:New Century Pubns - 2008-01-01
ISBN-13:

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