International Journal in Management & Social Science
Year : 2015, Volume : 3, Issue : 7
First page : ( 658) Last page : ( 668)
Online ISSN : 2321-1784.

Role of Customer Relationship Management in Banks

Kumari Sonam

Assistant Professor(c) Chaudhary Devi Lal University Sirs

Online published on 22 June, 2018.

Abstract

Customer Relationship management (CRM) is a model for managing a industry interactions with current and future customers. It involves using technology to organize, automate an synchronize sales, marketing, customers service and technical support. The objective of the present study is to analyze the benefits of customer relationship management in Banks. The study is based on the primary data and collected through well structured questionnaire. On the basis of convenient sampling, 100 respondents taken from Sirsa city and respondents are banks employee. The collected data analyze with the statistical tool percentage and found that the good CRM helps to grow business; improve customer loyalty; reduce costs and wastage; works as referrals to new customers from the increasing numbers of satisfied customers; helps in reducing the demand on fire-fighting and trouble-shooting staff, and overall the organization's service flows more efficiently.

Top

Keywords

Benefits, CRM, Percentage, customer loyality.

Top