Customer opinion towards crm practices of selected private sector banks in sivakasi

Abstract

Customer Relationship Management (CRM) is an intelligent blend of marketing and information technology for serving the customers with greater care and value. CRM is a process of identifying, attracting, differentiating and retaining customers. CRM in banking is a key element 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 maximize profitability from every customer. Retaining customers is a major concern for banking institution which shows the importance of CRM. Banks have to come out with innovative measures to satisfy the needs of both the present and potential customers and at the same time they must adopt procedures to bring back the lost customers through establishing an excellence in customer relationship. So, in this paper, i have tried to point out private Sector banks. The aim of this paper is to analyze the customer opinion towards CRM practices of selected private sector banks and to know the CRM practices adopted by the selected private banks in sivakasi.