The paper is review of relationship marketing strategies prevalent in Banking Sector. In this era of mature and intense competitive pressures, it is imperative that banks maintain a loyal customer base. Nowadays, banks realize the importance ofRelationship Marketing. Relationship marketing offers benefits to the banks,
customers as wellas employees of the organization. Relationship Marketing gives the banks way to developmutually beneficial and valuable long term relationships. These long term relationships are further helping banks in reducing operating cost and attracting new customers.
The main objective of the study is to explore customer relationship marketing as a competitive tool at Best Point Savings and Loans Limited. A cross-sectional research and quantitative approach was adopted for the study. A non-random quota sampling technique was used to select a sample size of 20 staff members. Questionnaires were adopted to collect data from the staff. Data was descriptively analyzed. Findings from the study revealed that Customer Relationship Marketing strategy in Best Point Savings and Loans Limited to create and retain profitable customers
Customer Relationship Management and Banking Sector Market Share performanceinventionjournals
The influence of customer relationship management (CRM) on Nigeria banking sector market share performance is the focus of this study. It examined the influence of customer identification, customer retention and technology on customer relationship management and banks market share performance. The ever increasing competition and dynamics in the market place and the need for banks to survive, grow and meet the stakeholders objectives calls for a meaningful long lasting relationship between marketers and all other stakeholders in the organisation. The population of this study consists of all 617 headquarters employees of the 21 deposit money banks in Port Harcourt metropolis that is registered with Nigeria Deposit Insurance Corporation (NDIC); while the sample size of 243 determined through the Tara Yamani formula. Questionnaire was used as an instrument for primary data collection. The Spearman’s Rank Order Correlation was the statistical technique employed for hypothesis testing in the statistical package for social sciences (SPSS) version 17. The findings of this study revealed that there is significant relationship between customer identification, retention, and market share; while technology positively influence CRM and bank market share performance. Customer identification and retention are dimensions of CRM, while market share is the measure of performance, with technology as moderating variable influence between CRM as a measure of bank performance. It is therefore noted that banks will have better competitive advantage when all relevant stakeholders appreciate and demonstrate these customer relationship management strategies with a view of achieving the desired corporate objectives.
This document provides a summary of a research report on customer relationship management in the banking sector. It discusses:
1) How CRM has become important for retaining customers and maximizing their lifetime value in the competitive banking industry.
2) The methodologies used in the research project, including a literature review, survey questionnaire, and analysis of customer perceptions of banks' CRM strategies and technologies.
3) The objectives of examining CRM's impact on customer satisfaction and offering suggestions to improve banks' CRM practices.
Impact of Customer Relationship Management on Customers loyalty . Falana Temitope
A survey research on the impact of Customer Attraction , Customer retention, Customer satisfaction programs on Customers loyalty. In Asaba, Delta State, NIgeria .
Customer relationship management (crm) practices in financial sector role and...Alexander Decker
This document summarizes a research journal article about customer relationship management (CRM) practices in Zimbabwe's financial sector between 2008-2009. The researchers explored how CRM practices can attract and retain valuable corporate clients to boost bank performance. They reviewed literature on CRM and conducted a descriptive study using SPSS. The results showed positive effects of CRM and customer retention on bank performance. Specifically, CRM practices like key account management can lock in valuable customers and increase switching costs to retain customers long-term.
Customer is a king and Customers are the mainly focused in making new marketing strategy. In the banking field a unique relationship exists between the customers and the bank. But because of various reasons like lack of training ,new technology literacy, financial targets, risk of failure etc., some banks are still following the traditional ways of marketing and another hand some are making attempts to adapt CRM. It is with this background, the researcher has made a modest attempt towards the idea that CRM can be adapted uniformly in the banking industry for betterment of Banking Services. Understanding on Customer Relationship Management is always a concern among the service providers especially banks. Banks makes their own way of managing their relationships new and existing customers. The aim of this paper is to examine the Customer Relationship Management as a new methodology looks forward to identify and attract consumers through the process of developing relationships (business - customer). The methodology of the CRM aims to maintain customer satisfaction and increase consumer loyalty. The purpose of this paper is to study the importance of CRM systems and in-depth knowledge of methods and management techniques customer relationships.
The main issue of this study is that CRM has become a multi-faceted and complex phenomenon that is ridden by various factors. Due to this complexity, a number of different variables have been used to measure CRM which investigated by several prior studies. However, most of businesses need to know and look at the particular measures and dimensions of the CRM that have a significant impact on customer satisfaction and loyalty, which would enrich the business' performance, especially with the increase in competition as well as lack of differentiation in providing a service. This paper aimed to review literature on CRM and to identify its impact on customer satisfaction and customer loyalty. The studies are analyzed on the basis of some general characteristics and variables that significantly enhance CRM and its influence on customer satisfaction and customer loyalty. For this purpose, we investigate the existing literature on the impact of CRM on customer satisfaction and customer loyalty along with its spread among publications to identify the potential development in the field.
Relationship marketing practices and customer loyaltyAlexander Decker
This document summarizes a study that explored the relationship between relationship marketing practices and customer loyalty in Ghana's banking industry. The study found that six relationship marketing constructs (trust, competence, conflict handling, commitment, communication, and social and financial bonds) cumulatively had a significant positive effect on customer loyalty. Individually, competence, commitment, and communication were found to be the most significant drivers of customer loyalty. The study recommends that banks focus on relationship marketing strategies to improve customer loyalty and retention.
Formulating and prioritizing crm implementation strategies in mehr eghtesad baIAEME Publication
This document discusses a study that aimed to identify encouraging and restraining forces for implementing Customer Relationship Management (CRM) at Mehr Eghtesad Bank in Iran, and to formulate and prioritize suitable CRM implementation strategies. The researchers used the PIP model to identify forces and formulate strategies, and the ANP method to prioritize the forces and strategies. Key findings included that "Providing insight and deep understanding about customers' behaviour" was the most important encouraging force, and "Lack of staff's belief toward CRM" was the most important restraining force. The best strategy proposed was "persuading employees about advantages of implementing CRM and increasing their customer-orientation incentives."
The main objective of the study is to explore customer relationship marketing as a competitive tool at Best Point Savings and Loans Limited. A cross-sectional research and quantitative approach was adopted for the study. A non-random quota sampling technique was used to select a sample size of 20 staff members. Questionnaires were adopted to collect data from the staff. Data was descriptively analyzed. Findings from the study revealed that Customer Relationship Marketing strategy in Best Point Savings and Loans Limited to create and retain profitable customers
Customer Relationship Management and Banking Sector Market Share performanceinventionjournals
The influence of customer relationship management (CRM) on Nigeria banking sector market share performance is the focus of this study. It examined the influence of customer identification, customer retention and technology on customer relationship management and banks market share performance. The ever increasing competition and dynamics in the market place and the need for banks to survive, grow and meet the stakeholders objectives calls for a meaningful long lasting relationship between marketers and all other stakeholders in the organisation. The population of this study consists of all 617 headquarters employees of the 21 deposit money banks in Port Harcourt metropolis that is registered with Nigeria Deposit Insurance Corporation (NDIC); while the sample size of 243 determined through the Tara Yamani formula. Questionnaire was used as an instrument for primary data collection. The Spearman’s Rank Order Correlation was the statistical technique employed for hypothesis testing in the statistical package for social sciences (SPSS) version 17. The findings of this study revealed that there is significant relationship between customer identification, retention, and market share; while technology positively influence CRM and bank market share performance. Customer identification and retention are dimensions of CRM, while market share is the measure of performance, with technology as moderating variable influence between CRM as a measure of bank performance. It is therefore noted that banks will have better competitive advantage when all relevant stakeholders appreciate and demonstrate these customer relationship management strategies with a view of achieving the desired corporate objectives.
This document provides a summary of a research report on customer relationship management in the banking sector. It discusses:
1) How CRM has become important for retaining customers and maximizing their lifetime value in the competitive banking industry.
2) The methodologies used in the research project, including a literature review, survey questionnaire, and analysis of customer perceptions of banks' CRM strategies and technologies.
3) The objectives of examining CRM's impact on customer satisfaction and offering suggestions to improve banks' CRM practices.
Impact of Customer Relationship Management on Customers loyalty . Falana Temitope
A survey research on the impact of Customer Attraction , Customer retention, Customer satisfaction programs on Customers loyalty. In Asaba, Delta State, NIgeria .
Customer relationship management (crm) practices in financial sector role and...Alexander Decker
This document summarizes a research journal article about customer relationship management (CRM) practices in Zimbabwe's financial sector between 2008-2009. The researchers explored how CRM practices can attract and retain valuable corporate clients to boost bank performance. They reviewed literature on CRM and conducted a descriptive study using SPSS. The results showed positive effects of CRM and customer retention on bank performance. Specifically, CRM practices like key account management can lock in valuable customers and increase switching costs to retain customers long-term.
Customer is a king and Customers are the mainly focused in making new marketing strategy. In the banking field a unique relationship exists between the customers and the bank. But because of various reasons like lack of training ,new technology literacy, financial targets, risk of failure etc., some banks are still following the traditional ways of marketing and another hand some are making attempts to adapt CRM. It is with this background, the researcher has made a modest attempt towards the idea that CRM can be adapted uniformly in the banking industry for betterment of Banking Services. Understanding on Customer Relationship Management is always a concern among the service providers especially banks. Banks makes their own way of managing their relationships new and existing customers. The aim of this paper is to examine the Customer Relationship Management as a new methodology looks forward to identify and attract consumers through the process of developing relationships (business - customer). The methodology of the CRM aims to maintain customer satisfaction and increase consumer loyalty. The purpose of this paper is to study the importance of CRM systems and in-depth knowledge of methods and management techniques customer relationships.
The main issue of this study is that CRM has become a multi-faceted and complex phenomenon that is ridden by various factors. Due to this complexity, a number of different variables have been used to measure CRM which investigated by several prior studies. However, most of businesses need to know and look at the particular measures and dimensions of the CRM that have a significant impact on customer satisfaction and loyalty, which would enrich the business' performance, especially with the increase in competition as well as lack of differentiation in providing a service. This paper aimed to review literature on CRM and to identify its impact on customer satisfaction and customer loyalty. The studies are analyzed on the basis of some general characteristics and variables that significantly enhance CRM and its influence on customer satisfaction and customer loyalty. For this purpose, we investigate the existing literature on the impact of CRM on customer satisfaction and customer loyalty along with its spread among publications to identify the potential development in the field.
Relationship marketing practices and customer loyaltyAlexander Decker
This document summarizes a study that explored the relationship between relationship marketing practices and customer loyalty in Ghana's banking industry. The study found that six relationship marketing constructs (trust, competence, conflict handling, commitment, communication, and social and financial bonds) cumulatively had a significant positive effect on customer loyalty. Individually, competence, commitment, and communication were found to be the most significant drivers of customer loyalty. The study recommends that banks focus on relationship marketing strategies to improve customer loyalty and retention.
Formulating and prioritizing crm implementation strategies in mehr eghtesad baIAEME Publication
This document discusses a study that aimed to identify encouraging and restraining forces for implementing Customer Relationship Management (CRM) at Mehr Eghtesad Bank in Iran, and to formulate and prioritize suitable CRM implementation strategies. The researchers used the PIP model to identify forces and formulate strategies, and the ANP method to prioritize the forces and strategies. Key findings included that "Providing insight and deep understanding about customers' behaviour" was the most important encouraging force, and "Lack of staff's belief toward CRM" was the most important restraining force. The best strategy proposed was "persuading employees about advantages of implementing CRM and increasing their customer-orientation incentives."
Customer relationship marketing is an emerging customer innovation focused on growing customer’s
satisfaction, retention and loyalty that will culminate into bank profitability. The paper investigated the impact
of investment in implementing customer relationship marketing on the performance of commercial banks in
Nigeria. The study was carried out in Federal capital territory Abuja,
summer intership file for impact of customer satisfaction in financial serv...SHIVANIPANDIT14
The document discusses customer satisfaction with financial services. It provides an overview of a survey conducted with customers of a Romanian bank to evaluate their satisfaction levels. The survey looked at 50 retail customers and assessed their satisfaction across 8 attributes of the bank's services. The results showed that most customers reported being satisfied or undecided, with execution time and accessibility of offices being the only attributes with above average satisfaction levels. An analysis of extreme responses revealed the most dissatisfaction with the bank's reaction to complaints and communication. The survey highlights some areas the bank needs to improve customer satisfaction, such as addressing different customer types and specific issues across branches.
A STUDY WITH SPECIAL REFERENCE TO BANKING INDUSTRY IN INDIAIAEME Publication
Customer Relationship Management (CRM) has emerged as a popular business strategy in today’s competitive environment. It is a discipline which enables the business to identify and target their most profitable customers. CRM involves new and advance marketing strategies which not only retain the existing customers but also acquire new customers. It has been invented as a unique technique capable of remarkable changes in total output of companies. CRM in financial services industry is a cyclical process which starts with definition of customer expectations which are difficult to manage but are often the cause of dissonance which results in loss of existing customer base.
Relationship between Social bonds and Customer value in commercial Banks in K...inventionjournals
This study sought to empirically examine the influence of social bonds on customer value in commercial banks in Kenya. The social bonds examined in this study are communication with customers (CC), creation of friendship (CF) and social support (SS). The study sample consists of 384 respondents with a response rate of 78.1 per cent. Data was analyzed by employing correlation and multiple regression analysis. The findings revealed that social bonds are positively associated with customer value in commercial banks in Kenya. The generalization of the findings is limited as the study focused only on a single industry in Kenya. Based on the findings, companies employing social bonds strategies should focus on improving the usefulness of the social bonds to customers by creating opportunities to strengthen social relationships. This study successfully extends the relationship marketing strategies in the context of customer value by incorporating communication with customers, creation of friendship and social support constructs. This extended relationship marketing model is developed to achieve the greater understanding of customer acceptance of social bonding strategy in Kenya’s commercial banks. In conclusion, the model in this study presents a considerable improvement in explanatory power.
Customer relationship management in indian retail banking industryiaemedu
- The document is from the International Journal of Management and discusses customer relationship management (CRM) in the Indian retail banking industry.
- It develops a framework for a Customer Relationship Management Model (CRMM) applicable to Indian retail banks and analyzes how service quality influences customer behavior and satisfaction levels.
- The results reveal a lack of CRM package adoption and awareness among bank employees, suggesting successful implementation requires creating the right culture and attitude to prioritize customer service.
This research study analyzes the impact of customer relationship management (CRM) practices on customer satisfaction in the insurance sector in Odisha, India. The researchers collected customer opinions through a survey to understand the effectiveness of CRM implementation for five insurance companies: AVIVA, LIC of India, ICICIprudential, Birla sun life, and Reliance. Factor analysis and t-tests were used to measure customer satisfaction based on factors like brand popularity, innovative offerings, quick response, relationship building, and financial security. The results showed that these were important factors for attracting and retaining customers, and that both private and public insurance sectors performed well on these CRM-related factors of customer satisfaction.
This document discusses a study on the relationship between relationship marketing, customer satisfaction, and loyalty among customers of Ghavamin Bank in Sistan and Baluchestan Province, Iran. The study found a significant, direct relationship between relationship marketing and customer satisfaction and loyalty. Relationship marketing involves trust, commitment, informing customers, and conflict management. Customer satisfaction and loyalty are important for customer retention and profits. The literature review discusses previous studies that also found positive relationships between relationship marketing strategies and customer trust and commitment.
1. The document discusses customer relationship management (CRM) in the banking sector. It notes that banks have shifted their focus from transaction volume to developing long-term customer relationships through personalized marketing, service, and products.
2. CRM allows banks to better understand their customers through collecting and analyzing customer data from various interactions. This helps banks provide customized service, retain existing customers, and cross-sell additional products.
3. Implementing an effective CRM strategy is important for banks to increase customer loyalty and lifetime value. Long-term customer relationships are beneficial for both customers and banks.
Marketing Performance Analysis by Customer Relationship Marketing, Market Ori...inventionjournals
This study tried to determine and analyze the performance of marketing through customer relationship marketing (CRM), market orientation, and the image of Islamic Banks in Kediri, East Java, Indonesia. The population in this study some 65 873 customers who have savings in five Islamic Banks. Testing of the model is done with Generalized Least Square Estimation (GLS), analysis of structural equation modeling (SEM), proportional random sampling method and software assistance Amos 22, on 397 respondents. The test results model (fit) seen from the GFI, AGFI, TLI, CFI, RMSEA and CMIN / DF, each of which amounted to 0.915, 0.901, 0.949, 0.953, 0.063 and 1.497 are all that are in the range of expected values so that the model can be accepted.The results showed that: customer relationship marketing (CRM), market orientation, and image effect on the competitive advantage of Islamic Banks in Kediri. CRM, and market orientation affect the marketing of Islamic Banks Performance in Kediri. The company's image does not affect the marketing of Islamic Banks Performance in Kediri.It is suggested that the bank to constantly improve its image. This can be done by giving the concern for the surrounding community as the company's involvement with social activities. Thus the social programs that the company will be able to form a personality, raise the reputation of companies before the general public.
Comparative study of promotional strategies adopted by public and private sec...prakash200
The document discusses and compares the promotional strategies used by public and private sector banks in India. It finds that private banks utilize more personalized promotional approaches like personal selling and direct marketing, while public banks rely more on mass media advertising. A survey of 300 bank customers found that most use savings accounts and were influenced by friends/family in their bank choice. Respondents perceived private bank promotions as more effective but found public bank information more reliable. Television advertising was viewed as the most impactful promotional tool for banks. Overall, private banks advertise more aggressively but public banks are seen as more trustworthy.
Customer relationship managment in banking industryTapasya123
Customer Relationship Management is human function than technology
implementation. Banks need to constantly orient their employees and
vendors towards never losing focus of the customers, technology can be
harnessed to unable the human aspect to function more effectively. A
successful relationship will be one that lowers the business cost, increase
the company revenue and retains profitable relationship, win situation for
the company business and its valuable assets and business customers. The
banking business is becoming more and more complex with the changes
emerging from the liberalisation and globalisation. For new banks,
customer creation is important but established bank retention is much
more necessary with cost effective mechanism. The big benefit of customer
relationship management is the visibility of everything relating to
customers going on in your company. If an organization wants to provide
the better service to customers, it has to be able to manage everything
from complaints to sale opportunities. The core theme of all customer
relationship management and relationship marketing perspectives is to
focus on cooperative, collaborative relationship between the firm and its
customers and look after the marketing factors. Through this paper
researcher want to show the significance of customer relationship
management and also made as effort to explore the benefits of this concept
to banking industry.
The document discusses marketing strategies for banks in India. It begins by defining bank marketing and noting that private sector and foreign banks have grown faster than public sector banks on key performance metrics like deposits, advances, interest income, and profits. It then discusses the various products and services offered by banks, the marketing approaches used, and challenges faced in bank marketing. Finally, it suggests strategies for public sector banks to enhance their marketing, such as emphasizing term deposits, developing attractive products, effective branding, increasing awareness among customers like women, and educating customers.
This document discusses customer relationship management (CRM) in the banking industry. It states that CRM is more about human interactions than technology implementation, and that banks need to constantly focus on customers to build successful relationships. The goals of CRM in banking are to lower costs, increase revenue, retain profitable customers, and make better customer-focused decisions. If implemented properly with a focus on customer needs and expectations, CRM can improve customer satisfaction, which is important for banking industry growth. The document also examines the role and objectives of CRM in the industry.
This document provides information about CRM practices at Bank of India and ING Vysya Bank. It begins with an acknowledgement and introduction section. Then, it provides details about the CRM practices and technologies used at Bank of India, including their use of technology, loyalty programs, data warehousing and data mining. It also analyzes customer perspectives and satisfaction with Bank of India based on a survey. Finally, it provides background information about ING Vysya Bank, including its founding and current ownership structure.
Customer Satisfaction in Retail Banks- Empirical Studyprem velpula
This document summarizes a study on customer satisfaction with retail banking services at selected private banks in Ghana. The study assessed customer satisfaction across five dimensions of service quality: reliability, responsiveness, assurance, empathy, and tangibles. A questionnaire was administered to 140 customers across five banks to understand their satisfaction levels. The results found that responsiveness and assurance had the highest levels of customer satisfaction, while tangibles had the lowest. The study concluded that banks should focus on improving factors that increase customer satisfaction and loyalty in order to reduce customer attrition.
Impact of crm on customer loyalty and customer retention with reference to au...MANISH KUMAR CHAUHAN
The document discusses the impact of customer relationship management (CRM) on customer loyalty and retention in the automobile sector in India. It first defines CRM and provides background on the size and importance of the automobile industry in India. The study aims to analyze how CRM affects customer satisfaction and retention. A survey was conducted of 100 two-wheeler owners in New Delhi to understand their satisfaction with automobile service performance, customer care, and retention. The findings show that over 90% of customers were satisfied with services, leading to loyalty and retention. However, some aspects like explaining charges and paperwork timing need improvement. The research concludes that trust, on-time service, and commitment to customers are key factors for loyalty in
CUSTOMERS SATISFACTION TOWARDS CRM PRACTICES ADHERED BY PUBLIC SECTOR BANKS I...IAEME Publication
In a country, banking sector servers as the foundation on which the pillars of economic growth and development can be constructed. With the major reforms in banking sector, the scenario of bank market has been changed. Target market of banking sector has become highly competitive, dynamic and fragmented. Hence, there is a need for a shift from the transactional marketing strategy to relationship-based marketing strategy in all the banks. The current study attempts to conduct a study of deployment of CRM Practices Adopted by Public Sector Banks in E-Banking Era specific to an Indian Public sector bank, The research objective involves describing how the selected bank is deploying the CRM Best Practices toward building relationships with their customers.
CUSTOMER RELATIONSHIP MANAGEMENT PRACTICES IN SELECT PUBLIC AND PRIVATE SECTO...indexPub
In the ever-evolving landscape of the banking sector, adopting a customer-centric approach stands as a pivotal strategy for attaining sustainable competitive advantage. This study delves into the realm of Customer Relationship Management (CRM) practices within public and private sector banks in Chengalpattu District, unraveling the intricacies of their implementation and effectiveness. With a keen focus on customer retention and satisfaction, the research employs an exploratory approach to scrutinize various dimensions of CRM practices. The primary objective is to assess the contribution of CRM practices in crafting a sustainable competitive edge by comprehending and exceeding customer expectations.
Customer relationship marketing is an emerging customer innovation focused on growing customer’s
satisfaction, retention and loyalty that will culminate into bank profitability. The paper investigated the impact
of investment in implementing customer relationship marketing on the performance of commercial banks in
Nigeria. The study was carried out in Federal capital territory Abuja,
summer intership file for impact of customer satisfaction in financial serv...SHIVANIPANDIT14
The document discusses customer satisfaction with financial services. It provides an overview of a survey conducted with customers of a Romanian bank to evaluate their satisfaction levels. The survey looked at 50 retail customers and assessed their satisfaction across 8 attributes of the bank's services. The results showed that most customers reported being satisfied or undecided, with execution time and accessibility of offices being the only attributes with above average satisfaction levels. An analysis of extreme responses revealed the most dissatisfaction with the bank's reaction to complaints and communication. The survey highlights some areas the bank needs to improve customer satisfaction, such as addressing different customer types and specific issues across branches.
A STUDY WITH SPECIAL REFERENCE TO BANKING INDUSTRY IN INDIAIAEME Publication
Customer Relationship Management (CRM) has emerged as a popular business strategy in today’s competitive environment. It is a discipline which enables the business to identify and target their most profitable customers. CRM involves new and advance marketing strategies which not only retain the existing customers but also acquire new customers. It has been invented as a unique technique capable of remarkable changes in total output of companies. CRM in financial services industry is a cyclical process which starts with definition of customer expectations which are difficult to manage but are often the cause of dissonance which results in loss of existing customer base.
Relationship between Social bonds and Customer value in commercial Banks in K...inventionjournals
This study sought to empirically examine the influence of social bonds on customer value in commercial banks in Kenya. The social bonds examined in this study are communication with customers (CC), creation of friendship (CF) and social support (SS). The study sample consists of 384 respondents with a response rate of 78.1 per cent. Data was analyzed by employing correlation and multiple regression analysis. The findings revealed that social bonds are positively associated with customer value in commercial banks in Kenya. The generalization of the findings is limited as the study focused only on a single industry in Kenya. Based on the findings, companies employing social bonds strategies should focus on improving the usefulness of the social bonds to customers by creating opportunities to strengthen social relationships. This study successfully extends the relationship marketing strategies in the context of customer value by incorporating communication with customers, creation of friendship and social support constructs. This extended relationship marketing model is developed to achieve the greater understanding of customer acceptance of social bonding strategy in Kenya’s commercial banks. In conclusion, the model in this study presents a considerable improvement in explanatory power.
Customer relationship management in indian retail banking industryiaemedu
- The document is from the International Journal of Management and discusses customer relationship management (CRM) in the Indian retail banking industry.
- It develops a framework for a Customer Relationship Management Model (CRMM) applicable to Indian retail banks and analyzes how service quality influences customer behavior and satisfaction levels.
- The results reveal a lack of CRM package adoption and awareness among bank employees, suggesting successful implementation requires creating the right culture and attitude to prioritize customer service.
This research study analyzes the impact of customer relationship management (CRM) practices on customer satisfaction in the insurance sector in Odisha, India. The researchers collected customer opinions through a survey to understand the effectiveness of CRM implementation for five insurance companies: AVIVA, LIC of India, ICICIprudential, Birla sun life, and Reliance. Factor analysis and t-tests were used to measure customer satisfaction based on factors like brand popularity, innovative offerings, quick response, relationship building, and financial security. The results showed that these were important factors for attracting and retaining customers, and that both private and public insurance sectors performed well on these CRM-related factors of customer satisfaction.
This document discusses a study on the relationship between relationship marketing, customer satisfaction, and loyalty among customers of Ghavamin Bank in Sistan and Baluchestan Province, Iran. The study found a significant, direct relationship between relationship marketing and customer satisfaction and loyalty. Relationship marketing involves trust, commitment, informing customers, and conflict management. Customer satisfaction and loyalty are important for customer retention and profits. The literature review discusses previous studies that also found positive relationships between relationship marketing strategies and customer trust and commitment.
1. The document discusses customer relationship management (CRM) in the banking sector. It notes that banks have shifted their focus from transaction volume to developing long-term customer relationships through personalized marketing, service, and products.
2. CRM allows banks to better understand their customers through collecting and analyzing customer data from various interactions. This helps banks provide customized service, retain existing customers, and cross-sell additional products.
3. Implementing an effective CRM strategy is important for banks to increase customer loyalty and lifetime value. Long-term customer relationships are beneficial for both customers and banks.
Marketing Performance Analysis by Customer Relationship Marketing, Market Ori...inventionjournals
This study tried to determine and analyze the performance of marketing through customer relationship marketing (CRM), market orientation, and the image of Islamic Banks in Kediri, East Java, Indonesia. The population in this study some 65 873 customers who have savings in five Islamic Banks. Testing of the model is done with Generalized Least Square Estimation (GLS), analysis of structural equation modeling (SEM), proportional random sampling method and software assistance Amos 22, on 397 respondents. The test results model (fit) seen from the GFI, AGFI, TLI, CFI, RMSEA and CMIN / DF, each of which amounted to 0.915, 0.901, 0.949, 0.953, 0.063 and 1.497 are all that are in the range of expected values so that the model can be accepted.The results showed that: customer relationship marketing (CRM), market orientation, and image effect on the competitive advantage of Islamic Banks in Kediri. CRM, and market orientation affect the marketing of Islamic Banks Performance in Kediri. The company's image does not affect the marketing of Islamic Banks Performance in Kediri.It is suggested that the bank to constantly improve its image. This can be done by giving the concern for the surrounding community as the company's involvement with social activities. Thus the social programs that the company will be able to form a personality, raise the reputation of companies before the general public.
Comparative study of promotional strategies adopted by public and private sec...prakash200
The document discusses and compares the promotional strategies used by public and private sector banks in India. It finds that private banks utilize more personalized promotional approaches like personal selling and direct marketing, while public banks rely more on mass media advertising. A survey of 300 bank customers found that most use savings accounts and were influenced by friends/family in their bank choice. Respondents perceived private bank promotions as more effective but found public bank information more reliable. Television advertising was viewed as the most impactful promotional tool for banks. Overall, private banks advertise more aggressively but public banks are seen as more trustworthy.
Customer relationship managment in banking industryTapasya123
Customer Relationship Management is human function than technology
implementation. Banks need to constantly orient their employees and
vendors towards never losing focus of the customers, technology can be
harnessed to unable the human aspect to function more effectively. A
successful relationship will be one that lowers the business cost, increase
the company revenue and retains profitable relationship, win situation for
the company business and its valuable assets and business customers. The
banking business is becoming more and more complex with the changes
emerging from the liberalisation and globalisation. For new banks,
customer creation is important but established bank retention is much
more necessary with cost effective mechanism. The big benefit of customer
relationship management is the visibility of everything relating to
customers going on in your company. If an organization wants to provide
the better service to customers, it has to be able to manage everything
from complaints to sale opportunities. The core theme of all customer
relationship management and relationship marketing perspectives is to
focus on cooperative, collaborative relationship between the firm and its
customers and look after the marketing factors. Through this paper
researcher want to show the significance of customer relationship
management and also made as effort to explore the benefits of this concept
to banking industry.
The document discusses marketing strategies for banks in India. It begins by defining bank marketing and noting that private sector and foreign banks have grown faster than public sector banks on key performance metrics like deposits, advances, interest income, and profits. It then discusses the various products and services offered by banks, the marketing approaches used, and challenges faced in bank marketing. Finally, it suggests strategies for public sector banks to enhance their marketing, such as emphasizing term deposits, developing attractive products, effective branding, increasing awareness among customers like women, and educating customers.
This document discusses customer relationship management (CRM) in the banking industry. It states that CRM is more about human interactions than technology implementation, and that banks need to constantly focus on customers to build successful relationships. The goals of CRM in banking are to lower costs, increase revenue, retain profitable customers, and make better customer-focused decisions. If implemented properly with a focus on customer needs and expectations, CRM can improve customer satisfaction, which is important for banking industry growth. The document also examines the role and objectives of CRM in the industry.
This document provides information about CRM practices at Bank of India and ING Vysya Bank. It begins with an acknowledgement and introduction section. Then, it provides details about the CRM practices and technologies used at Bank of India, including their use of technology, loyalty programs, data warehousing and data mining. It also analyzes customer perspectives and satisfaction with Bank of India based on a survey. Finally, it provides background information about ING Vysya Bank, including its founding and current ownership structure.
Customer Satisfaction in Retail Banks- Empirical Studyprem velpula
This document summarizes a study on customer satisfaction with retail banking services at selected private banks in Ghana. The study assessed customer satisfaction across five dimensions of service quality: reliability, responsiveness, assurance, empathy, and tangibles. A questionnaire was administered to 140 customers across five banks to understand their satisfaction levels. The results found that responsiveness and assurance had the highest levels of customer satisfaction, while tangibles had the lowest. The study concluded that banks should focus on improving factors that increase customer satisfaction and loyalty in order to reduce customer attrition.
Impact of crm on customer loyalty and customer retention with reference to au...MANISH KUMAR CHAUHAN
The document discusses the impact of customer relationship management (CRM) on customer loyalty and retention in the automobile sector in India. It first defines CRM and provides background on the size and importance of the automobile industry in India. The study aims to analyze how CRM affects customer satisfaction and retention. A survey was conducted of 100 two-wheeler owners in New Delhi to understand their satisfaction with automobile service performance, customer care, and retention. The findings show that over 90% of customers were satisfied with services, leading to loyalty and retention. However, some aspects like explaining charges and paperwork timing need improvement. The research concludes that trust, on-time service, and commitment to customers are key factors for loyalty in
CUSTOMERS SATISFACTION TOWARDS CRM PRACTICES ADHERED BY PUBLIC SECTOR BANKS I...IAEME Publication
In a country, banking sector servers as the foundation on which the pillars of economic growth and development can be constructed. With the major reforms in banking sector, the scenario of bank market has been changed. Target market of banking sector has become highly competitive, dynamic and fragmented. Hence, there is a need for a shift from the transactional marketing strategy to relationship-based marketing strategy in all the banks. The current study attempts to conduct a study of deployment of CRM Practices Adopted by Public Sector Banks in E-Banking Era specific to an Indian Public sector bank, The research objective involves describing how the selected bank is deploying the CRM Best Practices toward building relationships with their customers.
CUSTOMER RELATIONSHIP MANAGEMENT PRACTICES IN SELECT PUBLIC AND PRIVATE SECTO...indexPub
In the ever-evolving landscape of the banking sector, adopting a customer-centric approach stands as a pivotal strategy for attaining sustainable competitive advantage. This study delves into the realm of Customer Relationship Management (CRM) practices within public and private sector banks in Chengalpattu District, unraveling the intricacies of their implementation and effectiveness. With a keen focus on customer retention and satisfaction, the research employs an exploratory approach to scrutinize various dimensions of CRM practices. The primary objective is to assess the contribution of CRM practices in crafting a sustainable competitive edge by comprehending and exceeding customer expectations.
MBA Projects, synopsis, and synopsis of various regular as well as distance learning undergraduate and postgraduate courses for various institutions like SMU – Sikkim Manipal University, SMUDE, AIMA, AMITY, IGNOU, SCDL, JAMIA, AMU, JHU etc.
A Study on Customer Relationship Marketing in Banking Sectorpaperpublications3
Abstract: Modern Marketing Philosophy advocates the concept of customer relationship marketing that creates customer delight. In the banking field a unique relationship exists between the customers and the bank. Due to various reasons like financial burdens, risk of failure, marketing inertia etc., many banks are still following the traditional ways of marketing and only few banks are making attempts to adapt customer relationship marketing. The role of custom er relationship marketing is very vital in leading the banks towards high level and volume of profits. So there is a need to study the role of customer relationship marketing in development and promotion of banking sector through the side-lines of the practices, problems and impact of CRM on banking sector all the time.
CUSTOMERS PERCEPTION TOWARDS CRM PRACTICES ADOPTED BY PUBLIC SECTOR BANKS IN ...IAEME Publication
The CRM practices are adopted to generate better understanding of the customers for product development, segmentation, appropriate targeting, campaign management and maintenance of long term profitable and mutually beneficial relationships with customers. A very small proportion of its potential has been utilized. Today's banking is known as Innovative banking. Driven by new technologies, changing customer preferences, and increased competition, banks have taken to heavy investments in new distribution channels like advance automated teller machines, telephone systems, and online banking, etc. The research work is an empirical study intended to explore the technological revolution that the commercial banks witnessed and how far it has benefited banks to build better customer relationship management (CRM) services of public sector banks.
A Comparative Case Study Investigating the Adoption of Customer Relationship ...ijmvsc
This document provides an abstract and introduction for a research article that compares the adoption of customer relationship management (CRM) strategies between Tesco and Sainsbury's, two major UK retailers. The summary includes:
1) The study explores key aspects of CRM and identifies current trends in CRM adoption between Tesco and Sainsbury's using interviews.
2) Results indicate effective CRM can positively influence business growth and profitability. Loyalty card holders of Tesco and Sainsbury's do not frequently shop at other retailers.
3) Responsiveness is a key factor for effective CRM, and newsletters are a reliable way for information sharing with customers.
This document reviews literature on customer relationship management (CRM). It summarizes several studies that have investigated factors influencing CRM effectiveness and adoption. One study found that loyalty programs and direct mailing positively impact customer retention. Another identified that customer commitment affects intentions to switch service providers. A third found that top management support has a major influence on small and medium enterprises adopting CRM technology. The reviewed studies covered industries such as banking, telecommunications, and automotive repair and used various data analysis methods.
7Ps’ of Service marketing-Major Research ProjectKULDEEP MATHUR
This document is a research project submitted by Kuldeep Mathur to fulfill requirements for a Master of Business Administration degree from Jiwaji University in Gwalior, India. The project examines the relationship between the 7Ps of the services marketing mix (product, price, place, promotion, people, physical evidence, and process) and customer outcomes in the banking sector in India. The introduction provides background on changes in the Indian banking industry and importance of an effective services marketing mix. The literature review explores previous research on customers, the 7Ps framework, and need to examine the 7Ps strategy in the Indian banking context. The study aims to determine the most important 7Ps factors for creating an appropriate marketing mix strategy from the Indian customer
This document discusses a study that examines the relationship between relationship marketing and bank performance in commercial banks in Southwestern Nigeria. The study uses a questionnaire to collect data on direct marketing, internal marketing, relationship quality, relational benefits, and bank performance indicators from employees at branches of commercial banks in three states. Regression analysis is used to analyze the data and determine the impact of the relationship marketing factors on bank performance. The results show some factors have a positive significant relationship with bank performance while others do not.
This document discusses customer relationship management (CRM) implementation in Indian commercial banks. It begins with an abstract that outlines how CRM has become important for banks to cope with increasing competition. The document then reviews literature on the different phases of CRM - acquisition, enhancement, and recovery. It discusses how successful CRM implementation requires efforts across all three phases. The document also finds that CRM implementation is strongly linked to higher customer satisfaction and better business performance based on a survey of commercial banks in India. Frequent customer contact and strong service recovery were found to particularly help with customer retention.
Effect of Customer Relationship Management in Public and Private Banksijtsrd
In the present banking scenario, relationship management is an indispensable competitive strategy to retain the customer base. Banks is trying to win trust, customer satisfaction and loyalty by providing better services. The main functions of the banking system are to mobilize resources from the public and channel them into growth oriented activities. This paper investigated the most important factors in customer relationship management and the degree of variance between public and private banks on relationship management. 225 samples were used to analyze the study, where descriptive and t test were applied to know the variance between the variables. Namely, Customer Welfare, Communication, Commitment, Employee work behaviour, Customer grievance and care, customer bonding, Trust, customer satisfaction, and loyalty. It is identified that customer welfare services is significantly varied based on types of bank. The other dimensions communication, relationship commitment, employee work behaviour, customer grievanceand care and customer bonding are not significantly. R. Anuradha | Dr. L. Sumathi | Dr. V. Vetrivel "Effect of Customer Relationship Management in Public and Private Banks" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-3 | Issue-5 , August 2019, URL: https://www.ijtsrd.com/papers/ijtsrd26464.pdfPaper URL: https://www.ijtsrd.com/management/business-and-retail-research/26464/effect-of-customer-relationship-management-in-public-and-private-banks/r-anuradha
The impact of_customer_relationship_marketing_on_customer_satisfaction_of_the...ssuserc0e2e1
This document summarizes a research study that investigated the impact of customer relationship marketing on customer satisfaction at Arab Bank, which has locations in both Jordan and Saudi Arabia. The study utilized a questionnaire sent to 500 customers across both countries. The findings showed medium to high positive correlations between customer relationship marketing dimensions (like trust, commitment, communication) and customer satisfaction. There were also some differences found based on gender, age, education level, and between the two countries. The study concluded that applying customer relationship marketing strategies can help banks maintain their market share by increasing customer satisfaction.
CRM Implementation in Indian Telecom Industry – Evaluating the Effectiveness ...Waqas Tariq
With the liberalization and internationalization in telecommunication, service quality has become an important means of differentiation and path to achieve business success. Such differentiation based on service quality is seen as a key source of competitiveness for many Indian firms and hence have implications for leadership in such organizations. Faced with a growing market and increasing competition, companies in the telecom business are adopting to new technological imperatives in order to outperform their competitors. These companies adapt continuously to the dynamic environment so as to survive competition. The emphasis here lies in identifying critical value adding processes and redesigning them to become customer centric. One such approach in the adoption of an IT to move towards customers is the Customer Relationship Management (CRM). The Indian Mobile Service Providers are using CRM extensively to identify the needs of the customers and stretching out ways and means to satisfy them. In this context, it is absolutely essential to study the effectiveness of the CRM being practiced by the mobile service providers. This study specifically analyses the extent to which CRM is being practiced by the mobile service providers, and identifies the effect of the service quality of the mobile service providers on the Customer Loyalty. As CRM focuses on being customer centric, it becomes essential to measure the effectiveness of CRM in terms of the degree to which the customers are advocates of the mobile service provider as well as to measure the degree to which they participate in the cross selling and up selling of the various products and services of the provider. To evaluate the effectiveness, there are lots of quantitative techniques available and some work in this area has already been done. But there is a dearth of literature focusing on the relative efficiency. One advanced operations research technique which evaluates the relative efficiency is the Frontier Analysis or Data Envelopment Analysis (DEA). This paper attempts to use Data Envelopment Analysis to assess the effectiveness of Mobile Service Providers, specifically a set of the providers offering services in Chennai, Tamil Nadu, India. The research has identified a set of input and output parameters for each Service Provider, from which the efficient frontiers (DMUs) are determined. The relative efficiency of the Service Providers are measured with respect to the efficient frontier and then analyzed. Detailed recommendations are set forth, for appropriate interventions to address the specific gaps identified through the gaps analysis. The analysis further provides useful information and opens up new avenues for future research.
Marketers keep on evolving ways and means to attract as well as
retain the customers. During the last few decades, the marketing practices have
been changed rapidly. The consumers now wish to be associated with those
organisations and brands, which are ethical and follow high standards of
integrity. Such aspects have been incorporated in the concept of Marketing 3.0,
which is based on value-based matrix (VBM). The present study empirically
predicts the construct of VBM in the banking industry context. The sample size
of the study is 283. The logistics ordinal regression was applied with 27 items
to identify the predictive constructs of value-based banking. ‘Selection of bank
based on value system’ was the dependent variable and the independent
variables contained 25 statements covering value-based banking along with
2 covariates ‘age’ and ‘education’. It was found that ‘value-based banking’ and
‘education’ have significant impact on the dependent variable.
Undergraduate Major Project Lauri KarvonenLauri Karvonen
The document provides a literature review on customer loyalty in e-commerce. It discusses key concepts like the importance of developing customer loyalty and retention strategies, how satisfied customers differ from loyal customers, and factors that influence loyalty like value, trust and emotional attachment. The review examines approaches from companies like KPMG and PwC on developing loyalty through omnichannel experiences, social media, and loyalty programs. It also discusses challenges in creating loyalty online and the need for personalized service and communication across channels to build strong customer relationships.
A Study on Customer Relationship Management at Yamaha Srinivasa Motors Puduch...ijtsrd
Most of the two wheeler industry focuses on customer relationship management these days. The first and foremost necessity is to satisfy the existing customers and make them come back for a repurchase of their products. This means Yamaha should concentrate on its customers. The aim of the study is to find the customer relationship management and brand loyalty at Yamaha Srinivasa Motors Puducherry. The relation between CRM and Brand Loyalty is also assessed. Primary and secondary data were used for the study. CRM questionnaire was used to collect primary data. Eighty samples are selected at random from a population of 100 customers. The data were analyzed using the spearmen coefficient of correlation and ANOVA. Suitable suggestions and conclusions were made from the findings of the study. Poorani. R | Arulselvi. T | Junojasmine. J "A Study on Customer Relationship Management at Yamaha Srinivasa Motors Puducherry" Published in International Journal of Trend in Scientific Research and Development (ijtsrd), ISSN: 2456-6470, Volume-3 | Issue-6 , October 2019, URL: https://www.ijtsrd.com/papers/ijtsrd29182.pdf Paper URL: https://www.ijtsrd.com/management/marketing/29182/a-study-on-customer-relationship-management-at-yamaha-srinivasa-motors-puducherry/poorani-r
Service+quality+value+allignment+through internal customer orientation in fin...Tapan Panda
This document summarizes a research study that examined service quality and internal customer orientation in an Indian public sector bank. The study surveyed bank employees in branches (front office) and regional loan departments (back office) to compare their perceptions of 14 service quality dimensions. The results found no statistically significant differences between the two groups' responses. However, some differences were observed based on employee demographics. Overall, the study found similarities between front and back office employees' views of service quality, suggesting the bank presents a consistent experience to external customers.
This document provides a literature review on customer relationship management (CRM) in the banking sector. It defines CRM and discusses its importance and objectives in banking. It also summarizes various studies on CRM implementation and success stories in banking. The proposed research methodology is a qualitative case study approach involving interviews with bank customers and employees to understand their experiences with and perspectives on CRM. The interviews will explore topics like products/services, customer service, and technology use. The goal is to assess if CRM improves customer satisfaction in banking.
This document presents a seminar report on adopting the 7Ps of marketing strategies in the banking sector. It discusses the importance of the services sector and banking sector in the Indian economy. It then explains the traditional marketing mix is not sufficient for service organizations like banks. The report discusses consumer behavior segmentation and how banks can develop customer relationship management strategies. It analyzes each of the 7Ps of the marketing mix - product, place, price, promotion, people, process, and physical evidence - in the context of banking services. The conclusion is that using the 7Ps marketing concept is important for banks to identify customer needs and effectively market their services.
This document summarizes a journal article about customer relationship management (CRM). It defines CRM as a comprehensive strategy to acquire, retain, and partner with selective customers to create value for both the company and customer. The article discusses how several factors have contributed to the emergence of CRM practices, including de-intermediation, the growth of the service economy, the total quality movement, systems selling approaches, and changing customer expectations. It proposes a CRM process framework and discusses CRM implementation challenges and its potential to become a distinct marketing discipline.
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The last decade has presented a new global economic scenario lead by emerging markets. BRICS countries (comprised by Brazil, Russia, India, China and South Africa) have been at the forefront in this phenomenon. During these years, the real Gross Domestic Product (GDP) growth of the world (annual percent change - A% c) averages 3,83. And just BRICS countries reached 6,01 (157,02% more); and Advanced Economies - not yet recovered since the last financial crisis - reached 1,6 (47,78%). At the same time - and largely the result of the same phenomenon - many more challenges lie ahead for these countries which still must maintain their growth and find effective ways of sustainability. To that end, they should create global innovation networks involving a new model of economy acting as “drivers”. Such drivers must be conceived understanding global trends. Innovation, vanguard, and adaptation will be key to new era. The importance of this this investigation is defined, analysis of these points and studies them as Strategies 3.0 for sustainability and continuous growth.
TWO WAY FIXED EFFECT OF PRIORITY SECTOR LENDING (SECTOR WISE) ON NON PERFORMI...IJBBR
Reserve Bank of India has fixed some targets and sub targets for all commercial banks for PSL (Priority Sector Lending). Priority sector lending refers to that sector of economy which is not getting adequate financial assistance from different financial institutions. Due to Priority sector Lending, Non-performing assets of the banks are increasing day by day. This research paper is an attempt to measure the two way effect of every sector of PSL on NPA for public and private banks. Effect between PSL and NPA is found with the help of E Views Software. The period of study is 2001 to 2013. For the analysis Pooled Regression Model, Panel Regression Model and Two Way Fixed Effect Model is used.
Factors Affecting Satisfaction and Turnover of Information Technology Workers...IJBBR
The current study examined the key factors that influenced the management of knowledge workers in Indian Information Technology sector. This article also ascertained the various practices employed by the employer’s and explored the practices which were highly appreciated by the employees and their impact on the knowledge workers management. The collection of data done through a self-administered questionnaire with the help of convenience sampling. The sample size was 500 knowledge workers from 10 IT
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EMPLOYEE ENGAGEMENT & RETENTION: A REVIEW OF LITERATUREIJBBR
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Relationship Marketing Strategies in Banking Sector: A Review
1. International Journal of BRIC Business Research (IJBBR) Volume 4, Number 4, November 2015
DOI :10.14810/ijbbr.2015.4401 1
RELATIONSHIP MARKETING STRATEGIES IN
BANKING SECTOR: A REVIEW
Rupali Madan1
, Rachna Agrawal2
and Mitu G Matta3
1
Assitant Prof.YMCAUniversity of Science and Technology,Faridabad, India
2
Associate Prof.YMCA University of Science and Technology, Faridabad, India
3
Associate Prof.Lingaya’s University, Faridabad, India
ABSTRACT
The paper is review of relationship marketing strategies prevalent in Banking Sector. In this era of mature
and intense competitive pressures, it is imperativethat banks maintain a loyal customer base. Nowadays,
banks realize the importance ofRelationship Marketing. Relationship marketing offers benefits to the banks,
customers as wellas employees of the organization. Relationship Marketing gives the banks way to
developmutually beneficial and valuable long term relationships. These long term relationships arefurther
helping banks in reducing operating cost and attracting new customers.
Keywords
Relationship marketing, Relationship Marketing strategiess, Customer Relationship Management, Loyal
customers
1.INTRODUCTION
Relationship Marketing
A typical definition [Greenrooms, 1994] is as follows: “Relationship Marketing is to establish,
maintain and enhance relationships with customers and other partners at a profit, so that the
objectives of the parties involved are met. This is achieved by a mutual exchange and fulfilment
of promises‟. Customer satisfaction is important because satisfied customers are less likely to
switch to a competitor (Kotler, 2001). According to Grönroos (1996), relationship marketing is
the process of identifying and establishing, maintaining, enhancing and when necessary
terminating relationships with customers and the other stakeholders, at a profit so that the
objectives of all parties involved are met where this is done by a „mutual exchange and fulfilment
of promises‟. Besides Gronroos’sdefinition, there exists “a plethora” of definitions of relationship
marketing and O’Malley 2003) considers that the choice between definitions is often a matter of
convenience or researcher’s orientation. As a result, relationship marketing was developed on the
basis that customers vary in their needs, preferences, buying behavior and price sensitivity.
Besides, relationship marketing also helps to increase market share, profitability and reduce cost.
Many studies have shown that it can cost anywhere from four to ten times as much to acquire a
new profitable customer as it does to maintain repeat buyers (Reichheld, 1993). These statistics
2. International Journal of BRIC Business Research (IJBBR) Volume 4, Number 4, November 2015
2
are one of the driving forces behind the move to relationship marketing, which focuses its
emphasis on customer retention rather than attraction.
Relationship Marketing Strategies in Banking Sector
Relationship marketing can make a huge difference case of banking sector. Clients want more
than to loan money or make use of their savings. They want a personalized long term relation
with the bank, built upon trust. This means they want more than just a name in a database.
Similarly, packages of service and products represent just a quantitative response to clients’
demands and do not constitute a source of trust or premises for loyalty. At their best, they can
offer the cost reduction satisfaction. Banks must have extended database with specific financial
needs which haveroom for customization, focusing more on gaining the clients’ trust, during win-
win long-term relations. The desired difference comes from trust and satisfaction. In fact,
relationship marketing has become a necessity, rather than a practice of huge potential. Today we
speak of relationship building strategies focused on clients and their real needs, run through
economic, behavioral, emotional, and moral filters. . Clients’ satisfaction during the entire life
cycle is a main ground for their retention and future loyalty.
The increasing usage of technology allows a strong development of information and computer
based information systems, used to assist decision-making processes and client relationship
management.
CBS (Core Banking System) has increased the efficiency. It has made the work also easy and
transparent.It integrates all the data, customer profiles and clients’ feedback.
Computer based information system such a CRM can improve the information flow and decision
processes between various departments of the bank.
Self Service based Technologies like ATM, mobile banking and internet banking are important
relationship marketing tools. These banking are easy to use, cost reducing and time saving.
Concept of relationship managers and Customer Grievance Management are helpful in increasing
customer loyalty.
If bank wishes the customers on the birthday and anniversary, it gives a personal touch.
By using the multichannel approach, it becomes easy to approach a customer. Moreover, use of
instant messages, emails, and short messaging system makes the communication transparent and
accessible.
2. LITERATURE REVIEW
Mark G Durkin & Barry Howcroft (2008) explored the perception of senior bankers in UK,
Sweden and USA with regard to internet as relationship marketing tool. There was agreement that
internet had key role in relationship management but there was less agreement about rate of
customer adoption and extend to which it is influenced by bank strategies.
3. International Journal of BRIC Business Research (IJBBR) Volume 4, Number 4, November 2015
3
IftikharHussain, MazharHussain, ShahidHussain and M.A. Sajid (2009) researched in
selected banks of Pakistan. The study explored and analyzed the strategic implementation of
CRM in selected banks of Pakistan, identified the benefits as well as the success and failures
factors of the implementation and develops a better understanding of CRM impact on banking
competitiveness as well as provided a greater understanding of what constitutes good CRM
practices. It was found that CRM still needed to be active agenda in Pakistan.
Kallol Das, JiteshParmar& Vijay Kumar Sadanand (2009) explored the association between
CRM practices and customer loyalty. The study comprises two parts. The first part called the
CRM best practices survey. The second part viz. case study research involves the use of
embedded customer loyalty survey. The results of literal and theoretical replication done by using
pattern matching technique indicates no strong association between deployment of CRM best
practices in scheduled commercial banks and loyalty levels of both high and medium relationship
value retail customers. The results also imply that going for CRM deployment may not be a
profitable strategy for retail banks, particularly in the Indian context.
R.K. Uppal (2009) compared the customer service regarding time public sector, private sector
and foreign banks in Amritsar (Punjab). It was found that there is significant difference among
three groups. E banks were found to be more efficient regard to time factor. This was found to be
very important factor in shifting of customers in e-banks.
S.S. Hugar and Nancy H. Vaz, D'Costa, (2009) declared that India is on the threshold of a stark
global competition, especially so for the banking sector with the likelihood of the economy
opened for global banks soon. The Indian public sector banks, which have come face-to-face with
competition just since last decade, are found wanting both with regard to performance as well as
their customer orientation. The CRM practices of the banks can help them in retention of their
existing customers in the competitive market.
Edwin Theronand Nic S. Terblanche (2009) studied Dimensions of relationship marketing in
business-to-business financial services. The Analytic Hierarchical Process (AHP) method was
used to identify the most important dimensions. An initial pool of 23 dimensions of RM was
identified in the marketing literature, and this pool of dimensions was reduced to 10 after the
empirical study. The study found that particular dimensions are more important than others when
relationships are established, and that trust, commitment, satisfaction and communication are the
most important dimensions. Further dimensions identified as important in the B2B financial
services industry are competence, relationship benefits, bonding, customization, attractiveness of
alternatives and shared values. The findings were valuable for the continual management of
marketing relationships with customers.
ShailendraDasari&RupaGunaseelan(2011) traced the re-emergence of relationship marketing.
It explored the pros and cons of several theories and models elucidating this phenomenon and
updates the readers with the literature that has surfaced in the last 20-25 years across the
continents on the subject based on the research conducted Apr-Aug 2011.
V.K. Shruthi&Dr. T.R. Devaraja (2011) analysed the nature of CRM and understood the CRM
practices of software services firms. They found out that CRM practices of software service firms
are more structured and organized. These companies do adopt formalized and intensified
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4
practices of account management to grow the account. From the point of view of Indian software
services firms, CRM is a strategic tool which can be used to understand and profitably manage
the customer relations.
RujirutanaMandhachitara and YaowalakPoolthong (2011) developed a model of customer
loyalty and corporate social responsibility. He examined the roles of corporate social
responsibility (a non service-related concept) and perceived service quality (a service-related
concept) in determining the attitudinal and behavioral loyalty of customers in the retail banking
sector in Bangkok, Thailand. The study was quantitative in nature using the responses of 275
bank customers who answered a survey questionnaire. Data analysis was performed using partial
least squares (PLS), a variance-based structural equation modeling method. The results of the
study demonstrated that corporate social responsibility (CSR) has a significantly strong and
positive association with attitudinal loyalty. Perceived service quality mediated the relationship
between CSR and repeat patronage intentions (behavioral loyalty). Direct effects were reported
between perceived service quality and both attitudinal and behavioral loyalty. A positive
relationship between attitudinal and behavioral loyalty was demonstrated. He demonstrated an
empirical operationalization of CSR initiatives measured from the customers’ point of view, and
from which banks could learn for corporate strategy development.
ParvizHajizadeh, Mehdi Rouholamini, AzraHajizadeh, (2011) invented that the CRM
practices contribute to a significant lowering of the transaction costs and also to a reduction of the
marketing communication asymmetries. Basically, CRM is an accelerator, which facilitates
establishment and maintenance of mutually beneficial relationship between banks and customers.
CRM applications, or e-CRM applications, are hardware and software solutions that utilize
various marketing and communication strategies and resources to meet business, public
administration, social and other needs. The relationship between banking and CRM practices is
such that nowadays it is almost impossible to think of the former without the latter.
G. Peevers, G. Douglas, D. Marshall, M.A. Jack, (2011) evaluated that the transaction
confirmation is shown to be important to customers – whether by an SMS message or within the
IVR telephone call itself. Customers judged the role of SMS for CRM as highly desirable after
monetary transactions; they prefer the version of the IVR banking service that provides (out-of-
band). SMS confirmation compared to one that does not – and they judged it significantly higher
for quality. As a consequence, the tools and facilities developed are useful in implementation of
CRM strategy by the banks.
Purnima S. Sangle, PreetyAwasthi, (2011) revealed that perceived utility value is regarded as
the most important factor for mobile CRM services. The other factors which emerged were ease
of use, context, compatibility, cost, risk, and personal innovativeness.
Abdul Alem Mohammed &Basri bin Rashid S analyzed therelationship between CRM
dimensions and hotel performance. To provide a value conceptual model that explains the
theoretical linkages existing between CRM dimensions and hotel performance. This study serves
not only to clarify the relationship between CRM dimensions and hotel performance, but also to
explain the mediation role of marketing capabilities in this relationship. The study has provided a
theoretical model to show the firm relationship between CRM dimensions, marketing capabilities
and hotel performance. It contributes enormously to the body of knowledge, as it provides a
5. International Journal of BRIC Business Research (IJBBR) Volume 4, Number 4, November 2015
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comprehensive framework that is used for explaining the impact of the CRM four dimensions on
hotel performance.
Joseph Vella, Albert Caruana, Leyland F. Pitt, (2012) resulted that the human behavior plays
an important role in adoption of CRM strategy as the CRM is relationship between the employees
and the customers and both are carrying human characteristics. The attitude of both employees
and customers is responsible for the success or failure of the CRM strategy.
Dr. Shirmila Stanley (2012) identified the new perspectives in the banking sector with the
introduction of CRM. The remedies suggested by her are that banks should adopt customer
relationship building approaches to improve Customer Life Time value (CLV) and Customer
Delight thereby resulting in a long term relationship. This paper is an attempt to observe factors
essential for effective CRM in banking sector.
DuyguKocoglu&SevcanKirmaci studiedto determine the importance attached by ZiraatBankası
(a state owned bank in Turkey) to customer relationships and to reveal the effect on customer
loyalty of its importance to customer relationships. Their research results show that not only
collecting data about the customers but also giving information to them arouses customer loyalty,
arousing in him the sense that he is valued. The customer report that they are not kept waiting for
long. The fact that banking procedures are fast and customers are not kept waiting much are
rather important for customer loyalty. The personnel’s knowledge of banking and mastery of the
subject accelerate the speed of the service given, so any attempt to train the personnel is
necessary for customer loyalty.
Adolphus Y. Y. Wan and Ken T. L. Ng studied the significance of guanxi in terms of its
importance and applicability to foreign banks in China (“CFBs”).Data was collected through
semi-structured interviews of ten marketing executives (“Relationship Managers”), representing
ten samples from ten CFBs based in Shanghai. Non-probability and purposive sampling
techniques were applied. The research problem focused on how important guanxi is in
relationship marketing (“RM”) activities of CFBs. The findings confirmed, either fully or
partially, the research propositions. Such confirmations, coupled with certain theoretical and
practical implications, have led to development of a platform/foundation for further research.
Tareq N. Hasheminvestigated the impact of customer relationship marketing (CRM) on
customers satisfaction for the banking industry in Jordan. The study population included
customers of the banking industry in Jordan, who live in the capital governorate. A Survey
method was used through using a self-administrated questionnaire that was distributed over a
convenience sample amounting (500) customers. (391) questionnaires have been returned back,
and used for proper statistical analysis, this number represented (78.2%) of the total sample. The
study results indicated that that there an impact of using CRM on customers satisfaction for the
banking industry in Jordan. Also the study results indicated that customers are aware of customer
relationship marketing strategies used by banking industry in Jordan. Also fulfill Promises has the
highest impact on costumers' satisfaction, then Empathy, then Commitment and finally
Communications. It was also found that the impact of customer relationship marketing (CRM) on
costumers satisfaction differs according to Gender, Age, educational level and income.
6. International Journal of BRIC Business Research (IJBBR) Volume 4, Number 4, November 2015
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Mihir Dash &VineethaRajshekhar (2012)analysed the customer perceptions of relationship
marketing in public & private sector banks in India. They further explored various barriers to the
implementation of Relationship Marketing in Indian Banking Sector. It was observed that
Relationship Marketing in both public sector and private sector banks has to go a long way to go
to become effective. There was found to be a significant gap between expectations and
perceptions in the Bonding, Communication, and Conflict-handling aspects of Relationship
Marketing. Further, Communication and Conflict-handling aspects were found to be significant
drivers of overall Customer Satisfaction.
Sanjay Kanti Das (Sept 2012) reviewed the literature on the use of CRM in the banking sector.
They studied the comparative perception of SBI customers with other nationalized banks
customers in the issue of CRM practices. It is observed that the approach of CRM by SBI and
other nationalized are to some extent the same, but their reach is quiet distinguishable. It is due to
the profile, their capability and the strategy of CRM in making it and reaching down to
customers. On the contrary, it can also be asserted that the background of both banks also found
as a big cause for reaching the top CRM. Hence, concluded that CRM is an inevitable tool of
marketing that can be considered as Critical Responsibility of Market with regard to Banks in
present context.0
R.Venkatesh (2013) examined the long term effects of present day relationship marketing by
analyzing various customer friendly programmes that companies dish out and the reactions of the
customers to these relationship building programs in last six years. They concluded that the
organizations will have to come out long term strategies to keep their regulars for a long time.
Otherwise, all these contemporary marketing schemes would remain temporary. As of now, the
contemporariness in having long term relations seems to be in maintaining great quality and
catering to different generations (their habits, interest and wants) of regular customers.
Catalina Chirica (2013) highlighted best practice in relationship marketing because of adjusted
companies’ strategies in a turbulent, unstable, and dynamic economic environment. He analyzed
that by best practice, we understand specific marketing tools and strategies built upon real needs
and heterogeneous consumer preferences, addressed directly in a relevant way, aiming at clients’
long-term retention. We should also take into consideration the highly competitive market, with
rapid changes in purchase and consumption behavior, while the ever increasing degree of
technology changes fundamentally not only the speed, but also the information content. Since
past years we can talk about consumer behavior analysis based on multiple criteria, including the
emotional or moral components, consumers’ expectations, and life style, as understanding such
variables is the main pillar of relationship marketing. The main objectives rely upon building
long-term relations, client retention, and loyalty. As part of marketing efforts, the communication
component has an increasingly important role, approaching niches with tailored messages,
inviting clients to open dialogue. Economic changes, extensive use of technology, migration
towards online and optimization of communication channels opened the doors for digital era,
when relationship marketing and client relationship management (CRM) represent not a merely
working premise, but an essential ground. Best practice in relationship marketing proves that this
cannot be applied in any way and at any time, as this paper highlights the main components of
building and implementing such a system.
7. International Journal of BRIC Business Research (IJBBR) Volume 4, Number 4, November 2015
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Dr. NarinderKaur (2013) studied the concept of Trust and its impact on customer relationship
marketing in banking sector in India in post liberalization era. The research methodology was
based on the empirical data collected from Public Sector Banks, Private Sector Banks and foreign
Sector banks in India for the study. The study had shown that the trustis very strong in Foreign
Sector Banks (FSB). This has been developed because of their consistent delivery of quality
service. Where as in Private Sector Banks (PVTSB) the quality of service is also improving but
the cost of delivering the services are far more as compared to the actual service. Public Sector
Banks (PBSB) stood nowhere in trust because of poor delivery of quality service.
Isabelle Brun, Fabien Durif, Line Rihard (2014) explored the e relationship marketing and
identified the elements that are predominant to ensure the success through internet. The
exploratory Cognitive mapping technique was employed on the three types of respondents
banking experts, online customers and academic experts. Authors found the similarity of
traditional relationship marketing and e relationship marketing.
Chistine T Ennew, Martin R Binks, Brian Chiplin (2015) examined the customer satisfaction
and retention in UK banks and small business where key strategy is building and maintaining
loyal database. He developed the preliminary model. Discriminant Analysis was used.
Dr. MadhuJasola, ShivaniKapoor, underlined the significance of CRM in Indian Banking
Sector.Customer Relationship Management has emerged as a popular business strategy in today’s
competitive environment. It is a discipline which enables the companies to identify and target
their most profitable customers. CRM involves new and advance marketing strategies which not
only retain the existing customers but also acquire new customers. It has been invented as a
unique technique capable of remarkable changes in total output of companies. While the concept
of relationship marketing was formally introduced in early 90s when financial services, airlines
and other service institutions stated to ‘reward to retain’ the existing customers by introducing
loyalty programs, CRM is only a product of the late nineties. The purpose of this paper is to find
the differences in an organization’s services employing CRM vis a vis others, as perceived by the
customer. It also tries to find out the relationship between perception and satisfaction,
commitment and loyalty.
3. CONCLUSION AND DISCUSSION
In the current scenario, the importance of Relationship Marketing is increasing day by day.Banks
need to maintain relations with the loyal customers. Moreover, customers have todaybecome
more knowledgeable, sophisticated and assertive, with an increasing demand forcustomized and
innovative products and services. Customers are no longer interested in buyingoff the shelf
solutions, but require remedies that fit their business models and plans. It istherefore crucial for
banks to have strong relationships with their evolving customers, inorder to ensure they are at the
right place at the right time.In order to obtain and create the benefits, Relationship Marketing
needs to be managed correctlyin order to maintain, enhance and develop a long-term relationships
between businesses andcustomers. It is believed that trust, commitment and bonds hold important
roles in building up astrong relationship that create both social and economic benefits mentioned
above for both bankand customers.
8. International Journal of BRIC Business Research (IJBBR) Volume 4, Number 4, November 2015
8
Many research studies have been done in the various countries regarding this relationship
marketing concept. Few studies have been done in India. In 2009, it was examined that CRM
practices are being gradually practiced in the three sample banks of Pakistan. In the study done by
Kallol Das, CRM practices were explored. This study was conducted in Surat City. No strong
association between customer loyalty and CRM practices was found in 2009. Deployment of
CRM practices was not found to be profitable strategy. It is expected to have strong association
between customer satisfaction and relationship marketing strategies in NCR in current scenario.
Strategies for relationship marketing in Indian Banking sector can be explored and their impact
on customer satisfaction can be studied.
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AUTHORS
RupaliMadan is working as assistant prof. in YMCA University of Science &
Technology (a state university) since 2008. She has been teaching management
subjects to the graduate since 2006. She is pursuing Ph.d in area of Relationship
Marketing in Banking Sector.She has published the papers in national and
international journals.
Dr. RachnaAgrawal is associate prof. in YMCA University of Science and Technology,
Faridabad. She is having 13 years teaching & research experience. She has done her
research in International finance. Many paper in National and international journals have
been deposited in her account.
Dr. Mitu G Matta is associate prof. in Lingaya’s University, Faridabad. She has 13 years
acadamicexperience. At the research front, she has 15+ research publications in
International and national journals of repute in her credit.