IJSSER

Title: A STUDY ON CUSTOMERS RELATIONSHIP MANAGEMENT OF ICICI BANKS IN COIMBATORE CITY
Authors: Mrs. S. Punitha Devi
\|\| \|\|
Mrs. S. Punitha Devi Assistant Professor, Department of Commerce, Kongunadu Arts and Science College, G.N. Mills, Coimbatore-29
MLA 8 Devi, Mrs. S. Punitha. "A STUDY ON CUSTOMERS RELATIONSHIP MANAGEMENT OF ICICI BANKS IN COIMBATORE CITY." Int. j. of Social Science and Economic Research, vol. 4, no. 5, May 2019, pp. 3839-3844, ijsser.org/more2019.php?id=292. Accessed May 2019. APA Devi, M. (2019, May). A STUDY ON CUSTOMERS RELATIONSHIP MANAGEMENT OF ICICI BANKS IN COIMBATORE CITY. Int. j. of Social Science and Economic Research, 4(5), 3839-3844. Retrieved from ijsser.org/more2019.php?id=292 Chicago Devi, Mrs. S. Punitha. "A STUDY ON CUSTOMERS RELATIONSHIP MANAGEMENT OF ICICI BANKS IN COIMBATORE CITY." Int. j. of Social Science and Economic Research 4, no. 5 (May 2019), 3839-3844. Accessed May, 2019. ijsser.org/more2019.php?id=292.
References [1]. Paul Greenberg. Customer relationship management in social CRM strategies, tools and techniques for engaging your customer. [2]. Paul Greenberg. Customer relationship management in essential customer strategies for the 21st century. [3]. Dr. K. GovindaBhat. Customer relationship management by. [4]. Donald A. Marchand, William J. Kettinger, John D. Rollins (2000), Information Orientation: People, Technology and the bottom line. [5]. M.P.Gupta and Sonal Shukla (2004). Leanings from Customer Relationship Management (CRM) Implementation in a Bank. Journal of Banking and Management, Vol-3, Issue1, pp.45-49. [6]. Vijay, P. and Divya, N. (2014). Impact of Corporate Social Responsibility Initiatives of Indian Banking Sector. International Journal of Business and Management. 7(12), 29-38. [7]. Rashmi (2015). A Study on Customer Relationship Management Practices in Banking Sector in India. Abhinav National Monthly Refereed Journal of Research in Commerce & Management, Vol-4, Issue-5, pp.24-28. [8]. Vikram B.B (2015). Customer Relationship Management in Banking Sector, Vol. 3, Special Issue 7, pp.34-39. [9]. Sandeep Kaur (2016). Importance of Customer Relationship Management (CRM) in the Indian banking Sector. Imperial Journal of Interdisciplinary Research (IJIR), Vol-2, Issue-12, pp.1308-1311. [10]. Renuga, V. & Durga, D. (2016). Customer Relationship Management in Banking Sector. International Journal of Engineering Science and Computing, Vol-6 Issue- 8, pp.2769-2770. [11]. www.crmnext.com [12]. https://www.scribd.com [13]. www.ijstm.com [14]. https://www.academia.edu [15]. https://salescrm.icicibank.com
Abstract: In India, the banking segment has developed through the some other internal factor of banking institutions. Customer Relationship Management (CRM) is an intelligent combined marketing and Information Technology (IT) for serving the customers with greater care. CRM is a process of identifying, attracting, differentiating and creating, maintaining and expanding customer relationship. The customer requirements and desires keep changing day by day routinely. The ICICI Bank has essentially focused on providing optimal value to customers through the way the bank communicates with CRM practices in Coimbatore. The ICICI bank has focused on automating and improving the business processes associated with managing relationships in the areas of sales, marketing and customers. The customers have faced some problems on CRM practices in the banks. So, the researcher has taken the issues to check the influences of the bank customer's experience and personal details on CRM practices of the ICICI banks in Coimbatore City. The investigator has adopted the exploratory and descriptive study. Based on the convenience sampling techniques, 100 bank customers were chosen from the ICICI banks in Coimbatore city. The primary data has been evolved and collected through the utilization of structure questionnaire in the study area. The simple percentage and Chi-square analysis were used for the analysis process in the research work.

IJSSER is Member of