Stock Image

Customer Relationship Management in Indian Banking Industry

R K Uppal

0 ratings by Goodreads
ISBN 10: 8177081527 / ISBN 13: 9788177081527
Published by New Century Publication, New Delhi, 2008
Used Condition: As New Hardcover
From Vedams eBooks (P) Ltd (New Delhi, India)

AbeBooks Seller Since January 30, 2009

Quantity Available: 1

Buy Used
Price: US$ 23.25 Convert Currency
Shipping: US$ 17.23 From India to U.S.A. Destination, Rates & Speeds
Add to basket

30 Day Return Policy

About this Item

Contents 1. Customer relationship management and profitability in banks/Sanskritirani Desai. 2. Customer relationship management in the banking sector/Anupma Sharma. 3. Customer relationship management in ICICI Bank/Hansa L. Manahor J. Sindhuja M. Daniel Rajkumar and Sree Sarika Bhuvaneshwari. 4. Measuring the success of customer relationship management outsourcing/Gianetan S. Sekhon R.K. Chauhan and Sawtantar Singh. 5. Customer awareness and satisfaction with e banking services a case study/Monika Aggarwal. 6. Corporate governance in banks/Aditya Gautam and Indu Gaba. 7. Corporate governance in India/Neetu Khanna and Shivani Gupta. 8. Corporate governance and transparency in banks/Leena Kakkar Preety Sharma and Pooja Mehta. 9. Economic reforms and public sector banks/Rajinder Punia and Himanshu Rampal. 10. Banking sector reforms issues policies and outlook/R.K. Uppal and Rimpi Kaur. 11. Banking insurance and financial sectors/Rajesh Marwaha and Pooja Chatley. 12. Value added accounting for evaluating performance of banks/Nazir Ahmad Gilkar. 13. Stress management in banks/Nitu Gupta and Ritu Gupta. 14. Business process reengineering/Nitu Gupta and Rimpi Kaur. 15. Business ethics an essential ingredient in corporate governance/Nitu Gupta. 16. Customer relationship management and banking industry/Sudhir Sharma and Akash Kumar. Index. Customer Relationship Management (CRM) is fundamental to building a customer centric organisation. CRM system links together the customer data into single and logical customer repository. CRM in banking is a key element of differentiation that allows a bank to develop its customer base and Sales capacity. The goal of CRM is to manage all aspects of customer interactions in a manner that enables banks to maximise profitability from every customer. Increasing competition deregulation and the internet have all contributed to the increase in customer power. Technology has reduced barriers to entry and exit for the customers making it easier to switch banks or brokers without feeling the pinch in the wallet. Retaining customers is a major concern for banking institutions which underscores the importance of Customer Relationship Management (CRM). Customers faced with an increasing array of banking products and services are expecting more from banks in terms of customised offerings attractive returns ease of access and transparency in dealings. By using knowledge of the customer banks can turn customer relationship into a key competitive advantage. Banks can develop customer relationships across a broad spectrum of touch points branches kiosks ATMs internet electronic banking smart cards call centres and phone banking. The full integration of these systems their associated business processes and the methods for which information is extracted and used forms the basis for CRM. This book examines issues related to changing banking industry and the challenges in Customer Relationships Management (CRM). The book should appeal to the students of economics commerce and business management. It would also serve the purpose of banking executives researchers and others interested in understanding CRM in Indian banking industry. 246 pp. Bookseller Inventory # 67463

Ask Seller a Question

Bibliographic Details

Title: Customer Relationship Management in Indian ...

Publisher: New Century Publication, New Delhi

Publication Date: 2008

Binding: Hardbound

Book Condition:As New

Edition: New

About this title

Synopsis:

Customer Relationship Management (CRM) in the Indian banking system is fundamental to building a customer-centric organization. CRM systems link customer data into a single and logical customer repository. CRM in banking is a key element that allows a bank to develop its customer base and sales capacity. The goal of CRM is to manage all aspects of customer interactions in a manner that enables banks to maximize profitability from every customer. Increasing competition, deregulation, and the internet have all contributed to the increase in customer power. Customers, faced with an increasing array of banking products and services, are expecting more from banks in terms of customized offerings, attractive returns, ease of access, and transparency in dealings. Retaining customers is a major concern for banking institutions which underscores the importance of CRM. Banks can turn customer relationship into a key competitive advantage through strategic development across a broad spectrum. This book examines issues related to changing banking industry in India and the challenges in CRM.

About the Author:

R. K. Uppal is head of the Department of Economics, DAV College, Malout.

"About this title" may belong to another edition of this title.

Store Description

A one stop shop for books from India. We can supply any title published in India by any publisher. We have an extensive annotated catalogue of books on the web. We have been supplying books from India to University Libraries, Art Museums, Botanical Gardens world wide for the past thirty years.

Visit Seller's Storefront

Terms of Sale:

We check every book for page mistake before they are shipped out. We take a lot of pain in our packing so that the books reach their destination in mint condition.

Name of the Company : Vedams eBooks [P] Ltd
Business Address: Vardhaman Charve Plaza IV, Bldg. 10, 2nd Floor, KP Block Commercial Centre, Pitampura, New Delhi 110034, India
e-mail address: vedams@vedamsbooks.com
Telephone Numbers: 00-91-11-27310611; 00-91-11-27310612
Fax: 00-91-27310613
Office Working Hours: 9 AM to 5 PM - Monday to F...

More Information
Shipping Terms:

Shipping costs includes insurance. Books lost in transit will be replaced immediately. Shipping costs are based on books weighing 2.2 LB, or 1 KG. If your book order is heavy or oversized, we may contact you to let you know if extra shipping is required.

List this Seller's Books

Payment Methods
accepted by seller

Visa Mastercard American Express

Check Money Order Invoice Bank Draft Bank/Wire Transfer