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Journal of Management Research and Analysis


CRM Practices in Public Sector Banks with Reference to Coimbatore City


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Author Details: R. Ganapathi

Volume : 4

Issue : 2

Online ISSN : 2394-2770

Print ISSN : 2394-2762

Article First Page : 35

Article End Page : 50


Abstract

Customers need friendly approach under the competitive world while rendering services to them. In the case service sector, it should find many innovative services in order to attract and retain them in the long run. In the public sector banks are established in order to render service to the public irrespective of considering age, gender, community, religion, education, occupation and the like. Rate of interest is common to everybody except senior citizens. Hence there is a need of close and smooth relationship with the all types of customers. In this context, the public sector banks are functioning and follow the traditional customer relationship management practices in rural areas and follow many innovative customer relationship management practices in urban areas. By keeping this view in mind, there researchers has conducted a study to find out the Customer Relationship Management (CRM) practices followed by the public sector banks in Coimbatore City. The present study covers the awareness of customers about the CRM practices of public sector banks, the factors influencing to select public sector banks by the customers and the opinion and experience of customers towards the CRM practices developed by the public sector banks. 

Keywords:
CRM Practices, Public Sector Banks, Customers Opinion, Coimbatore City