Main Article Content
Abstract
Customer Relationship Management is an important and significant trend in all the successful organizations in the contemporary world. Its application is very evident in banking sector, especially private banks, where the success is measured by the number of loyal customers earned rather than the transactions and turnovers. This article focuses on the importance of different factors related to Pune’s private banks’ online infrastructure like synchronization of offline and online services and security of online services. We also look at how their perceptions about in-person banking services impact their opinion on the rating of online banking services. We also briefly touched upon electronic customer relationship management or eCRM, which will surely be the future of banking services.