Main Article Content
Abstract
Customer Relationship Management has been described in many regards; there are many and major variations in the implementation of it. It emphasizes IT and Technological perspective; it also focuses on the main consideration towards the benefits of customers, employees and banks. Towards Marketing aspect, CRM is a combination of business process and practice that seeks to understand the bank’s customers from the perspective of who they are, what they do, and what they are, what they do, and what they are like. All these focused on the evaluation of the critical satisfaction and the operational efficiency contributes to the profitability and reduction of frauds and errors in the phenomena of CRM. The study finds out the Customer Relationship Management Practices and Implementation Process in Commercial Bank, Chidambaram Town. The primary data were collected through a carefully structured interview schedule and also using the method of observation. Simple Random sampling method is used to obtain data from the study sample of the customers was adopted in the present study. Thus a total of 100 customers are drawn as sample of the study. Correlation, Regression and Factor analysis were applied. The findings and observations are the result and outcome of the interpretations made during the study of analysis.