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Customer Relationship Management in IDBI Bank- A Model Design With Critical Analysis of Existing Practises

Author(s):

Sunil C V , RESEARCH SCHOLAR,KARPAGAM UNIVERSITY,COIMBATORE.(AGM & Branch Head,IDBI Bank,Ashok Nagar,Chennai); Dr. V. Shanthaamani, KARPAGAM UNIVERSITY

Keywords:

CRM, Relationship Banking, Customer Delight, Financial Super Market, compliance, Complaint Redressal Mechanism, Customer Value Management

Abstract

Customer Relationship Management(CRM) is an organizational strategy to develop mutually profitable long term relationships with the customer. Banking is basically a business of trust. Banks lose their customers to their competitors on various reasons mainly due to lapses in services rendered, flawful approaches to customer value management. Relationship between the bank and its customers are built up on the enforcement of reciprocal duties. The present study analyses the quality of services extended by Bank Branches through studying parameters affecting the quality of service dimensions using Likert Scale. Responses from 200 customers on different dimensions of services rendered by branches were collected and analyzed statistically. Features of products marketed and the procedures followed by each branch has direct relationship with the satisfaction and retention of customers. This study attempts to bring forward a successful customer relationship model which focuses on understanding the needs and desires of the customers and achieves by placing these needs at the heart of the business by integrating them with the organisation’s people, strategy, technology and business model.

Other Details

Paper ID: IJSRDV4I20985
Published in: Volume : 4, Issue : 2
Publication Date: 01/05/2016
Page(s): 740-747

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