Role Of E-Crm In Indian Banks. Prof. (Dr) Shakina Tabbsum

Due to technological innovations and competition among banks customers have a wider choice of banking products and services through electronic distribution channel referred to as E-Banking. E-Banking has a global acceptance due to the convenience it is providing, many of the services can be availed at the click of a mouse. Innovations in banking processes have reduced possibilities of human error. Banking has become more customers friendly and flexible.Every coin has two sides so does E-Banking with its various advantages has disadvantages too. The study is an investigation on the advantages, security problem of E-Banking and perception of customer towards E-Banking.

From an operational viewpoint, banks are trying to incorporate technology in their product offerings, such as advanced banking and financial-related mobile applications. Innovations are made with the assistance of learnings from customer information and data analysis, which are an essential part of analytical CRM. The strategic view also suggests that banks are building a social presence on online platforms to enhance customer engagement and build a long-term relationships with their customers. The above approaches can clearly be identified when looking at CBA and NAB customer relationship management strategies. With its high-tech ATMS and state-of-the-art Commonwealth mobile app, CBA has full product leadership in the market, enabling them to have a competitive advantage when attracting new prospects or customer retention. On the other hand, NAB use customer intimacy as their core CRM strategy, cutting their product offerings in half and make consumers more centrally focused. They are very responsive in customers' needs and wants; and is the leading brand when it comes to customer

‘Customer Relationship Management is the ultimate challenge for marketing experts in any business. A successful company will use customer information wisely to build relationships with their customers, on the level that together they will work together towards a long-term relationship.’ (Xu et al. 2002)

An effective Customer Relationship Management (CRM) program can be used to identify, retain, satisfy and obtain customers by using technology to optimize strategies for understanding customers’ needs to manage business interactions with current, former, and prospective customers. Additionally, CRM also enables companies to maximize internal, external, marketing and customer service operations to better address the needs of the customer building a better relationship with customers that a more profitable. (Ahmad & Buttle, 2001)

Today, customer relationship management is very important to the business world. Most of the companies established a department and the programs to manage their relationship with the customers. Customer relationship management (CRM) is a business strategy which designed to help a company to understand and look forward to the needs of its potential and current customers (Anderson & Stang, 2000). Customer data is being collected in several different areas of the company, stored in a central database, analyzed, and distributed to key points (Anderson & Stang, 2000).The business world once was “product-centric”, the companies just provided what they could produce. However, it is now become “customer-centric”, they provide products and service

The use, acceptance, adoption and application of internet technology to businesses to boast their performances are not something new. Saffu et al., (2008), states that there has been a significant increase in the use and application of e-commerce in businesses in the past decade. E-commerce has benefits such as reduction in costs, increased business opportunities, reduced lead time and providing more personalized service to the customers (Turban et al., 2008). Internet banking or e-banking is one of the many tools of e-commerce adopted by the banking industry. Tools of information technology such as internet banking have significantly improved the quality of services offered by the banking

The purchaser purchasing procedure is a complex matter as many internal and external factors have an impact on the buying decisions of the consumer. Before a business can create promoting schemes, they should understand the factors which influence buyer behavior and how they settle purchase choices to fulfill their requirements and needs. Buyer behavior result from profound qualities and dispositions. Customer Relationship management is the strongest and the most effective methodology in keeping up and making associations with customers. It is also unadulterated business as well as ideal and strong individual behavior within people. Although this is about growing long term relationships with the customer, nowadays, it can be

In response, financial institutions, who once viewed technology mainly as a cost center, now see the Internet and other technological capacities as strategic tools for enhancing the value of customer relationship through cross-selling and improved customization. A recent survey of bank managers in the United States reported that, for the first time, investment in Internet

Today, more and more companies find that cultivating customer loyalty is a key factor to achieve success. Customer relationship management (CRM) focuses on the relationship between customer and company. Due to this feature, many companies are trying to establish their own CRM system for helping them to connect new customers and boost old customers’ long-term loyalty. CRM systems include operations and analysis, and relationship marketing strategy and supporting, customer-centric business processes (Buttle 2004). With the development of information technology (IT), using CRM system

Online banking approach provides flexibility to remain connected with your valuable customers 24 hours and keep them updated about their desired information on a regular basis. This helps to enhance the image and reputation of the bank. Provision of fast value added services helps to acquire customer attention more promisingly, with added customer loyalty and trust. A lot of new innovative technologies and advance services are rapidly becoming a part of online banking system. This will provide a competitive edge to bankers by attracting more customers with powerful client oriented packages and consumer driven initiates.

Customer Relationship Management (CRM) systems allow companies to have an integrated view of each of their customers’ relationship so they can consider the best way to service them. All departments in the company have access to the same information because the CRM software combines all legacy information that creates silos in companies into one database. Laudon and Laudon (2015, p. 362)) state that a good CRM helps companies answer critical questions such as who their most profitable customers are, and what they purchase. This information can be used for marketing purposes to help companies reach their sales goals. The Bank can benefit from the operational side of CRM with the customer-facing application and the ability to service

Customer Relationship Management (CRM) is a method that provides an interconnection between a company and its customers for a substantial growth in the business, especially in terms of interactions between the two. It comprises usage of a set of methodologies focusing on customer driving. It was duly noted that despite the economic challenges that many companies have faced over the past few years, mainly the global economic downfall in 2008, which critically affected developed economies in USA and Europe; as well as the current problems affecting European firms following the Eurozone sovereign debt crisis — expenditure on Customer Relationship Management products has continued to observe significant growth during the past five years,

Digital changes in the banking industry now require that banks offer service options that reflect the technological advances that have taken place in the industry. Consumers no longer expect to spend a lot of time in a bank to find their financial solutions. Banks need to capture customers’ attention by providing extraordinary service and mobile options to differentiate themselves from their competitors. For this reason, a Bank’s computer systems need to reflect its vision if it wants to compete with top institutions, especially if its current system is plagued by legacy databases issues. Relationship Managers need to perform customer needs-assessments that will generate sales at a later time. Without a good onboarding system, a bank is

Customer relationship management (CRM) is widely implemented and centralized system which offers a place for interaction under a company. An employee can handle again the repeated problem which occurred in the past by re-investigate it. Besides, CRM provides a place to identify what customers wants. Employees can track customer’s expectation by their feedback and communication that can improve their buying experience and stay interact with customer in order to understand their true needs.CRM also has ability to let the company see the customer interaction in clear picture. Different customers from different segments require different products and services, but this complex situation can handle well by CRM. Furthermore, CRM provides quality and efficiency system in the company management that helps company achieves their success by building long-term customer relationship.

I, Shriya Mehrotra, student of MBA 4th semester, studying at Alliance Business Academy, Bangalore do here by declare that this project relating to the topic “Customer Relationship Management And Importance Of Relationship Marketing In The Banking