Record Details

A comparative study of CRM strategies in Indian banking

Shodhganga@INFLIBNET

View Archive Info
 
 
Field Value
 
Title A comparative study of CRM strategies in Indian banking
-
 
Contributor Singh, Daleep
 
Subject Management
 
Description There is intense competition among the public, Private and foreign Sector Banks and they all are taking steps to attract and retain the customers. New technologies, research facilities, globalization of services, the flood of new products and the concept of all the facilities under one roof to provide better customer service leading to customer delight. In the present scenario, brand loyalty is on decline. The customers are switching over frequently to avail the better facilities from other banks. Newer and superior products and services are being introduced continuously in the market. Thus, the banks have to upgrade their products, improve customer service and create bonds of trusts through proper care of customer needs and regular communications. With the help of CRM, strong customer loyalty and a good image for the organisation can be developed. In the intensely competitive banking industry, retention of existing customers is vital, which can be achieved through the process of CRM. With increased number of banks, products and services and practically nil switching costs, customers are easily switching banks whenever they find better services and products. Banks are finding it tough to get new customers, and more importantly, retain existing customers. According to a research by Reichheld and Sasser in the Harvard Business Review, 5 percent increase in customer retention can increase profitability by 35 percent in banking business, 50 percent in insurance and brokerage, and 125 percent in the consumer credit card market. Therefore, banks are now stressing on retaining customers and increasing market share.
Bibliography includes
 
Date 2013-04-01T10:34:33Z
2013-04-01T10:34:33Z
2013-04-01
n.d.
February, 2012
n.d.
 
Type Ph.D.
 
Identifier http://hdl.handle.net/10603/7827
 
Language English
 
Relation -
 
Rights university
 
Format 160p.
-
None
 
Coverage Management
 
Publisher Rohtak
Maharshi Dayanand University
Institute of Management Studies & Research
 
Source INFLIBNET