International Journal on Customer Relations

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Employees' Perception on Electronic Customer Relationship Management in Banks: an Empirical Investigation in Tamilnadu


Affiliations
1 Vivekanandha Institute of Information and Management Studies, Tiruchengode, Namakkal District, Tamilnadu., India
     

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Today we have an emerging concept called ECRM, a means for the companies to conduct interactive and personalized communications with customer. Companies whether they are manufacturing or are in the service, need to adopt right customer relationship strategies in order to survive in the competitive world. Banks are using ECRM tools for creating relationship with their customers. Bank employees are working with these tools and success entirely depends on the ways in which it is properly adopted and used by these employees. This study was conducted with an objective to know the employee's perception on ECRM tools and effectiveness of usage of these tools.

Keywords

Customer Relationship Management, Electronic Customer Relationship Management, Private Sector Banks, Public Sector Banks
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  • Employees' Perception on Electronic Customer Relationship Management in Banks: an Empirical Investigation in Tamilnadu

Abstract Views: 405  |  PDF Views: 6

Authors

S. Kavitha
Vivekanandha Institute of Information and Management Studies, Tiruchengode, Namakkal District, Tamilnadu., India

Abstract


Today we have an emerging concept called ECRM, a means for the companies to conduct interactive and personalized communications with customer. Companies whether they are manufacturing or are in the service, need to adopt right customer relationship strategies in order to survive in the competitive world. Banks are using ECRM tools for creating relationship with their customers. Bank employees are working with these tools and success entirely depends on the ways in which it is properly adopted and used by these employees. This study was conducted with an objective to know the employee's perception on ECRM tools and effectiveness of usage of these tools.

Keywords


Customer Relationship Management, Electronic Customer Relationship Management, Private Sector Banks, Public Sector Banks

References