A Comparative Analysis of E- Customer Relationship Management Practices in Public and Private Sector Banks: A Study in Erode District.

Abstract

The socio-economic development of the country depends on commercial banks. To improve people's quality of life, banks offer a variety of services. Rapid information technology improvements enable the banking industry to get the full benefits. The primary goal of marketing and business in general is to establish relationships with customers. Recurring clients are more important in service industries like banking since they are believed to cost only a small percentage of what is needed to serve a new customer in a service transaction. Only when banks address their customers' basic requirements do relationships develop. Improving bank performance requires effective customer relationship management. Almost all Indian banks are implementing CRM after realising that it is more expensive to acquire new customers than to retain current ones.