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Employees Perception on Electronic Customer Relationship Management in Banks: An Empirical Investigation in Tamilnadu

International Journal on Customer Relations

Volume 1 Issue 1

Published: 2013
Author(s) Name: S. Kavitha | Author(s) Affiliation: Associate Prof. - MBA, Vivekanandha Institute of Information and Mgt. Studies, Tamilnadu, India
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Abstract

Today we have an emerging concept called ECRM, a means for the companies to conduct interactive and personalized communications with customer. Companies whether they are manufacturing or are in the service, need to adopt right customer relationship strategies in order to survive in the competitive world. Banks are using ECRM tools for creating relationship with their customers. Bank employees are working with these tools and success entirely depends on the ways in which it is properly adopted and used by these employees. This study was conducted with an objective to know the employee’s perception on ECRM tools and effectiveness of usage of these tools.

Keywords: Customer Relationship Management, Electronic Customer Relationship Management, Private Sector Banks, Public sector banks

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