Influence of Process and Technology factors in Successful Implementation of CRM in Private Sector Banks

  • L.Jayanthi et al.

Abstract

fundamental developments. In the present Indian Banking Scenario, The Influence of Processes and technology has revolutionized banking services and practices. Observation on the recent restructuring, rebranding and reengineering efforts of many banks, states that the key motive is to utilize customer centricity as a strategy. Most of the Banks have invested in technology enabled Customer Relationship Management Software to utilize Customer information for enhancing business opportunities and access to customer support. Customer Relationship Management has become inevitable for growth and profitability of Banks in present scenario marked by rising competition, technological advancement and empowered customers. The CRM practices are adopted to generate better understanding of the customer for product development, segmentation, appropriate targeting, campaign management and maintenance of long term profitable and mutually beneficial relationships with customers .Thus, CRM is a logical progression of Core Banking Solution for Indian banks.

Published
2019-12-31
How to Cite
et al., L. (2019). Influence of Process and Technology factors in Successful Implementation of CRM in Private Sector Banks. International Journal of Advanced Science and Technology, 28(20), 95 - 101. Retrieved from http://sersc.org/journals/index.php/IJAST/article/view/2700
Section
Articles