CRM in Indian banking Sector: exploring the critical success factors

Manoj Patwardhan, Pankaj Srivastava, Kirti Kumar, Santosh Kumar, Abhishek Garg and Devesh Arya

International Journal of Business and Emerging Markets, 2009, vol. 1, issue 3, 282-295

Abstract: Customer Relationship Management (CRM) is no longer a new term but a reality for many organisations. Banking is a prime candidate for CRM transformation, as competition in this sector increases; an excellence in service becomes a critical success factor. The study discovers the factors that influence CRM in Indian Banking Sector and evaluates the current CRM implementation process. Respondents are from both private and public sector banks. Findings of this study have relevance for managers as these findings provide them with the current scenario of CRM. Further managers learn to identify CRM-related factors that could contribute to CRM implementation.

Keywords: one-to-one marketing; marketing tiers; customer acquisition; customer retention; return on investment; ROI; customer loyalty; customer relationship management; CRM; India; banking industry; Indian banks; emerging markets. (search for similar items in EconPapers)
Date: 2009
References: Add references at CitEc
Citations:

Downloads: (external link)
http://www.inderscience.com/link.php?id=23447 (text/html)
Access to full text is restricted to subscribers.

Related works:
This item may be available elsewhere in EconPapers: Search for items with the same title.

Export reference: BibTeX RIS (EndNote, ProCite, RefMan) HTML/Text

Persistent link: https://EconPapers.repec.org/RePEc:ids:ijbema:v:1:y:2009:i:3:p:282-295

Access Statistics for this article

More articles in International Journal of Business and Emerging Markets from Inderscience Enterprises Ltd
Bibliographic data for series maintained by Sarah Parker ().