A Study of E-CRM Services of Commercial Banks in Virudhunagar District, Tamil Nadu

Abstract

Internet is an excellent example of a worldwide cooperative movement that is quickly spanning across countries. A few years ago Electronic Customers Relationship Management (E-CRM) was only for establishing relationship between enterprise and its customers. Today it is an integral part of the information technology strategy for banking industry. Most of the E-CRM developments are taking place in the E-Commerce domain whether B2B (Business to Business) or B2C (Business to Commerce). So now banks identify this internet banking as their thrust area. Electronic Customer Relationship Management (E-CRM) enables to store customer information in computers and they can be retrieved at the click of a button. These arrangements are becoming popular among private, public and foreign banks. This is what makes E-CRM in banking a challenging proposition. For example, bankers can make up queries on the fly, searching for the information that lasts them identify which customers to target with a new product or to find out which bank branches have high loan default rates. Users can just as easily save their search queries and use them as templates to gene rate additional query reports from the save data metrics. At the back end, the system provides analysis that can be tied to geographic, product, channel and customer dimensions. Bankers might need to address customers’ queries at a more personal level to convince them of the benefits and enable them to use the services to their fullest extent. This paper deals with customer’s opinion about E-CRM services of commercial banks in virudhunagar district