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Home»Articles»A Study of E-CRM Services of Commercial Banks in Virudhunagar District, Tamil Nadu

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Asian Review of Social Sciences (ARSS)

Editor Dr. Lakshmi Narayanan
Print ISSN : 2249 – 6319
Frequency : Quarterly

A Study of E-CRM Services of Commercial Banks in Virudhunagar District, Tamil Nadu

Author : M. Selvakumar, K. Siva Murugan and M. Maria Jansi Rani
Volume 4 No.1 January-June 2015 pp 7-16.

Abstract

Internet is an excellent example of a worldwide cooperative movement that is quickly spanning across countries. A few years ago Electronic Customers Relationship Management (E-CRM) was only for establishing relationship between enterprise and its customers. Today it is an integral part of the information technology strategy for banking industry. Most of the E-CRM developments are taking place in the E-Commerce domain whether B2B (Business to Business) or B2C (Business to Commerce). So now banks identify this internet banking as their thrust area. Electronic Customer Relationship Management (E-CRM) enables to store customer information in computers and they can be retrieved at the click of a button. These arrangements are becoming popular among private, public and foreign banks. This is what makes E-CRM in banking a challenging proposition. For example, bankers can make up queries on the fly, searching for the information that lasts them identify which customers to target with a new product or to find out which bank branches have high loan default rates. Users can just as easily save their search queries and use them as templates to gene rate additional query reports from the save data metrics. At the back end, the system provides analysis that can be tied to geographic, product, channel and customer dimensions. Bankers might need to address customers’ queries at a more personal level to convince them of the benefits and enable them to use the services to their fullest extent. This paper deals with customer’s opinion about E-CRM services of commercial banks in virudhunagar district

Keywords

E-CRM, Banking Products, Services

Full Text:

References

Asian Review of Social Sciences (ARSS) is a quarterly international peer-reviewed journal of Social Sciences. One of the objectives of this journal is to disseminate knowledge on various research issues connected with the topics include, but are not limited to:

Anthropology
Archaeology
Business Administration
Communication
Criminology
Economics
Education
Government

Linguistics
International Relations
Political Science
Sociology
Geography
History
Law
Psychology

Internet is an excellent example of a worldwide cooperative movement that is quickly spanning across countries. A few years ago Electronic Customers Relationship Management (E-CRM) was only for establishing relationship between enterprise and its customers. Today it is an integral part of the information technology strategy for banking industry. Most of the E-CRM developments are taking place in the E-Commerce domain whether B2B (Business to Business) or B2C (Business to Commerce). So now banks identify this internet banking as their thrust area. Electronic Customer Relationship Management (E-CRM) enables to store customer information in computers and they can be retrieved at the click of a button. These arrangements are becoming popular among private, public and foreign banks. This is what makes E-CRM in banking a challenging proposition. For example, bankers can make up queries on the fly, searching for the information that lasts them identify which customers to target with a new product or to find out which bank branches have high loan default rates. Users can just as easily save their search queries and use them as templates to gene rate additional query reports from the save data metrics. At the back end, the system provides analysis that can be tied to geographic, product, channel and customer dimensions. Bankers might need to address customers’ queries at a more personal level to convince them of the benefits and enable them to use the services to their fullest extent. This paper deals with customer’s opinion about E-CRM services of commercial banks in virudhunagar district

Editor-in-Chief
Dr. Lakshmi Narayanan
Department of Social Sciences, College of Arts and Applied Sciences, Dhofar University, Oman
[email protected]
Editorial Advisory Board
Dr. Mashitah Binti Hamidi
Department of Social Administration and Justice, University of Malaya, Malaysia
[email protected]
Dr. Jillian Ooi Lean Sim
Department of Geography, University of Malaya, Malaysia
[email protected]
Dr. Haris Bin Abd Wahab
Department of Social Administration and Justice, University of Malaya, Malaysia
[email protected]
Dr. Mohana Dass Ramasamy
Department of Indian Studies, University of Malaya, Malaysia
[email protected]
Dr. Ma Tin Cho Mar @ Noorjahan Bi Bi
Department of South East Asian Studies, University of Malaya, Malaysia
[email protected]
Dr. Asbah Binti Razali
Department of Anthropology and Sociology, University of Malaya, Malaysia
[email protected]
Dr. Azharudin Bin Mohamed Dali
Department of History, University of Malaya, Malaysia
[email protected]
Dr. Hasmah Binti Zanuddin
Department of Media Studies, University of Malaya, Malaysia
[email protected]

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    Editorial Note

    Editorial Dr. Lakshmi Narayanan

    Editor-in-Chief
    Dr. Lakshmi Narayanan
    Department of Social Sciences, College of Arts and Applied Sciences, Dhofar University, Oman
    [email protected]
    Editorial Advisory Board
    Dr. Mashitah Binti Hamidi
    Department of Social Administration and Justice, University of Malaya, Malaysia
    [email protected]
    Dr. Jillian Ooi Lean Sim
    Department of Geography, University of Malaya, Malaysia
    [email protected]
    Dr. Haris Bin Abd Wahab
    Department of Social Administration and Justice, University of Malaya, Malaysia
    [email protected]
    Dr. Mohana Dass Ramasamy
    Department of Indian Studies, University of Malaya, Malaysia
    [email protected]
    Dr. Ma Tin Cho Mar @ Noorjahan Bi Bi
    Department of South East Asian Studies, University of Malaya, Malaysia
    [email protected]
    Dr. Asbah Binti Razali
    Department of Anthropology and Sociology, University of Malaya, Malaysia
    [email protected]
    Dr. Azharudin Bin Mohamed Dali
    Department of History, University of Malaya, Malaysia
    [email protected]
    Dr. Hasmah Binti Zanuddin
    Department of Media Studies, University of Malaya, Malaysia
    [email protected]

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