CRM Practices in Oriental Bank of Commerce and HDFC Bank – A Comparative Study
The idea of Customer Relationship Management (CRM) is that it helps businesses use technology and human resources gain insight into the behaviour of customers and the value of those customers. If it works as hoped, a business can: provide better customer service, make call centers more efficient, cross sell products more effectively, help sales staff close deals faster, simplify marketing and sales processes, discover new customers, and increase customer revenues. It doesn't happen by simply buying software and installing it. For CRM to be truly effective an organization must first decide what kind of customer information it is looking for and it must decide what it intends to do with that information. The Indian banking sector is trying to survive this dynamic challenge of winning more and more customers and retaining them by giving customised services. Now, more and more banks are increasingly getting customer-focused by implementation of CRM. This paper presents a research study on status of the adoption and use of CRM in banking sector as a comparative study in Hyderabad city. For this a sample of 100 (50 each from select private and public sector banks) were considered in this study to understand the multi-dimensional setup of customer relationships and its effects in competitive banking environment.
2. Atul Parvatiyar, & Jagdish N. Sheth (2001). Customer Relationship Management Emerging Practice, Process, and Discipline: Journal of Economic and Social Research 3(2) 2001, Preliminary Issue, Pp. 1-34.
3. Balakrishnan, H & Krishnaveni, R. 2014. A Study on Customer Relationship Management Practices in Selected Private Sector Banks with Reference to Coimbatore District. The SIJ Transactions on Industrial, Financial & Business Management (IFBM), Vol. 2(1) Pp.15-20.
4. Bhaduri, S. 2005. CRM in banks – Serve thy customer, Business Line Internet Edition, Financial Daily from the Hindu group of publications.
5. Chary T. Satya Narayana & Ramesh, R. 2012. Customer Relationship Management in Banking Sector - A Comparative Study, KKIMRC IJRHRM, 1 (2), pp.20-29.
6. Day, G.S. 2000. Managing Market Relationships, Journal of the Academy of Marketing Science, 28(1): pp.24-30.
7. Ganesamurthy, K .,Amilan, S & M Jothi. 2011. The Customer's Attitude on CRM Practices of Commercial Banks in India: An Empirical Study (With Special Reference to Sivagangai, Tamilnadu), Global Management Review, Vol.6 (1).
8. Jitesh P, Kallol D, Vijaykumar, S. 2011. CRM best practices and customer loyalty. Euro. J. Soc. Sci., 11: Pp. 61-85.
9. Lambert, D., M. 2010. Customer relationship management as a business process, The Journal of Business & Industrial Marketing, 25(1), 4.
10. Lambert, D., M. 2010. Customer relationship management as a business process. The Journal of Business & Industrial Marketing, 25(1), 4.
11. Lau K, Wong S, Ma M and Liu C. 2003. Next product to offer for Bank Marketers. Journal of Database Marketing, 10(4), Pp. 353-368.
12. Lin Shengdong and Ke Xue. 2011. CRM practice in an emerging market the case of China Mobile: African Journal of Business Management Vol. 5(16), Pp. 6957-6963.
13. Malla Reddy M.,and Suresh,A. 2012. SBI Customers Perceptions on CRM: A Study Asia Pacific Journal of Marketing & Management Review Vol.1 (3), Pp.133-143.
14. Mayur Kumar, A. 2014. Study of Customer Relationship Management (CRM) Practices in organized retail shopping Malls at Bengaluru city in India, International Journal on Global Business Management and Research, Vol. 2 (2),Pp.11-20.
15. Rameeza Ejaz, et al. 2013. Impact of CRM Practices on Customers’ Behaviors, International Journal of Business and Management Invention, Vol. 2, PP.79-88.
16. Rangarajan. 2010. Effective Role of Customer Relationship Management in Banking Sector, Global Research Review, New Delhi
17. Ruchi. 2014. Customer Relationship Management: A Customer Retention Strategy, International Journal of Management Research & Review, Vol. 4(5), Pp.624-631.
18. Sachdev S. B and Verma H.V. 2004. Relative importance of service quality dimensions: A multi-sectoral study. Journal of Services Research, 4(1), Pp. 59-81.
19. Sanjay Kanti Das. 2012. Customer Relationship Management in Banking Sector: A Comparative Study of SBI and Other Nationalized Commercial Banks in India, A Journal of Economics and Management, Vol.1 (6), pp. 68-82.
20. Shibu. N.S. 2011. Customer Relationship Management and Banking Industry, Journal of Social Sciences, 36(17), pp.72-79.
21. Shibu. N.S. 2011. Customer Relationship Management and Banking Industry, Journal of Social Sciences, 36(17), 72-79.
22. Tanakorn Limsarun et al. 2010. The different perspective of Managerial and Operational Level toward Customer Relationship Management (CRM) Practice in Thailand, Asian Journal of Management Research, Pp.121-129.
23. Yatish Joshi and Ehtesham Ahmad. 2013. Customer Relationship Management in Banks, VSRD International Journal of Business and Management Research, Vol. 3 (6), Pp.253-256.
Copyright (c) 2018 International Journal For Research In Business, Management And Accounting (ISSN: 2455-6114)
This work is licensed under a Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
In consideration of the journal, Green Publication taking action in reviewing and editing our manuscript, the authors undersigned hereby transfer, assign, or otherwise convey all copyright ownership to the Editorial Office of the Green Publication in the event that such work is published in the journal. Such conveyance covers any product that may derive from the published journal, whether print or electronic. Green Publication shall have the right to register copyright to the Article in its name as claimant, whether separately
or as part of the journal issue or other medium in which the Article is included.
By signing this Agreement, the author(s), and in the case of a Work Made For Hire, the employer, jointly and severally represent and warrant that the Article is original with the author(s) and does not infringe any copyright or violate any other right of any third parties, and that the Article has not been published elsewhere, and is not being considered for publication elsewhere in any form, except as provided herein. Each author’s signature should appear below. The signing author(s) (and, in