A study of Customer Relationship Management in Private Sector Banks

Abstract

Customer Relationship Management is a business strategy in this competitive scenario.II is being used as a tool to enhance a business and a firms profit. Banks are giving much emphasis on CRM to maintain old customers and make new customers. Geographical region Kurukshetra (Haryana) in India has been selected for this research paper. Multiple choice questions are drafted and random sampling is used/or this study. 86 private sector banks' customers have been selected/or the analysis- 43 /CIC/ banks customers and 43 AXIS banks customers. Mean score and percentage have been used for data analysis. After data analysis findings show that customers are satisfied fi-o,n service factors, staff factors, environment/actors apart from promotional factors. By promotional/actors customers are less satisfied.