A Study of Electronic – Customer Relationship Management Practices in Indian Banking Sector with Special Reference to Karnataka

Dr. Harshal Borgaon; Dr. Prashantha C.

doi:https://doi.org/v3i2.05

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A Study of Electronic – Customer Relationship Management Practices in Indian Banking Sector with Special Reference to Karnataka

Harshal Borgaon, Prashantha C.

https://doi.org/v3i2.05

Published Online: January 24, 2018

Author Details ( * ) denotes Corresponding author

1. * Harshal Borgaon, Research Scholar, Centre for Management Studies, Jain University, Bangalore, Karnataka, India (harshalb80@gmail.com)

2. Prashantha C., Head – Research & Professor, Department of Management Studies, SDM College of Engineering & Technology, Dharwad, Karnataka, India (drprashanthac@sdmcet.ac.in)

This study revolves around eCRM practices in banking sector of Karnataka and some of the opportunities which are not keenly accepted by the customers of the banks in this region. The researcher has widely utilized the exploratory study to gain insights of the current eCRM practices in banking industry. This study focuses on the evolution & objectives of eCRM, current practices of eCRM services and to find out the various eCRM tools used by the banks. Lastly, the study reveals that there is wide opportunity to utilise the eCRM practices for a better competitive advantage.

Keywords

eCRM; Banks; CRM; Banking Industry

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