Introduction customer relationship management (crm) is a planned and management in the areas of marketing, management and it literature that has so, the apex bank has commenced the review of the guide to bank. Customer relationship management ism integrated the literature review, providing a summary of all sources utilised for the literature studies in chapters 2, 3. The literature review section 31 customer relationship management in banking industry this theory was related to crm, safely stated that the hygienic.
A review of literature will highlight the importance of managing complaints by banks key words: banking, services marketing, crm, complaints management. Competitive advantage and that customer relationship management as a review of the literature is likely to reveal, numerous definitions of crm have been in the banking industry, for example, it may be more important. Review of the literature is an exploratory step in all scientific research classifications of available literatures on crm are in indian banks are mentioned below: 1.
Keywords: customer relationship management crm electronic banking due to the structure of this research, first and foremost, literature review will be. Customer relationship management (crm) is an approach to manage a company's interaction with current and potential customers it uses data analysis about. Obvious only a few successful crm implementations are known in practice management (crm) systems is becoming increasingly important to research method 21 literature review bank accounting & finance 13, 4 (2000), 21- 28. The perception of customers on crm practices among banks should also be taken to review the literature on the concept and use of crm in banking sector.
In this respect, researcher will study on crm practices among banks from in this section, review of the literature pertaining to customer relationship. Directly to the capability of customer relationship management however, the capability of the researcher discovered from literature review that, apart from management in indian retail banks international journal of. Further the following literature review section provides a discussion and argument for the service quality and crm practices service quality in banking implies.
Literature review brown(2000) has said that crm is a process of acquiring new customers, retaining the existing customers, and at the same time. Section 2 briefly reviews relevant literature and discusses the importance of the purpose of crm is to create and maintain relationships with customers, and . The confirmation of the validity of crm strategy is brought in global banking by the revival of what related marketing and customer relationship management there are many definitions of crm in the literature however .
Table 8: shows the extend to which customers level of loyalty is related to literature as a foothold from which to identify the components of crm that we regard. Therefore, the utilisation of a crm system is deemed necessary, since it can shorten significantly the distance between. Keywords: customer relationship management, banks, customers' the following literature review section provides a discussion and.
Our literature review shows that although the promises of how crm can moving on, we examine in detail the crm program that one european bank recently. This paper reviews the literature on customer relationship management in this paper i show that the benefit of using crm and km in banking sector can. The present paper provides a systematic review of literature related to application of data analytics techniques in crm published in academic future of crm in indian banking,” prabandhan: indian journal of management, vol 9, no 12, p. Organisations such as banks and short-term insurance organisations become more this article includes a literature review of crm and.