Vol. 2, Issue 8 (2015)
A Study on CRM Practices in Private Sector Banks
Author(s): M. Venkatraman, S. Anupriya, S. Nandhini
Abstract: The concept of CRM has been in existence for more than a decade. Despite the continued popularity & growth of CRM, banking sector has seen consistent improvements in profitability & customer satisfaction because of their large investments. Among the service sector, banking sector has undergone dramatic changes which led to significant development. Various trends are emerging in the field of CRM technology which promises a brighter future of more profitable customers & decreasing costs. The need for retaining customers is at most priority for all banks. It becomes important that to know what are the CRM practices adopted by banks & how do them actually benefit the customers and bank. This becomes the statement of the problem & to identify the CRM practice is PSB’s.