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Abstract

Customer relationship management practices are vital and it is a holistic move that assists banks to be more customers focused and implement relational and retention strategies in order to hold customer base for their better financial performance and service efficiency. This study reveals that significant difference exits among demographic features of customers and customer relationship management practices in new generation banks. Customer relationship management practices in new generation banks are highly, significantly and positively correlated with retention of customers. Thus, new generation banks should communicate customers regularly and effectively and they must ensure safety of transactions of customers. In addition, new generation banks should improve efficiency of complaint handling mechanism for their customers and they must provide superior services to their customers as expected by them.

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