CRM Practices in Commercial Banks – A Study on Bankers Outlook Analysis

Abstract

Nowadays, banking is predominantly a trust-based industry. Because customers trust banks to fulfill their promises, banks are able to control a large amount of their deposits, act as an intermediary, and also make up the payment system. The study will be helpful to the banking sector in comprehending how customers perceive and anticipate the CRM strategies used by the banks. Bankers can also determine how well they are able to maintain client relationships and what steps they might take to strengthen them. This study digs into the subtle nuances of CRM methods used by commercial banks and attempts to untangle customers' views and expectations of these strategies. By explaining customer perspectives, this study hopes to provide significant insights for banks to assess the effectiveness of their CRM efforts and identify options for strengthening client relationships. This study aims to provide actionable recommendations for improving CRM procedures by conducting a thorough investigation of bankers' perspectives, enabling banks to prosper in an increasingly competitive and customer-centric banking sector. This study seeks to delve into the complexities of CRM procedures within commercial banks, providing a thorough examination of bankers' viewpoints. By investigating how customers perceive and anticipate these techniques, banks can acquire crucial information about the effectiveness of their CRM operations. Furthermore, this study serves as a barometer for assessing the strength of current customer connections, allowing bankers to pinpoint areas for improvement and apply focused tactics to strengthen these bonds.