Customer Relationship Management

ISBN Number : 978-93-5367-865-4

Library Price : Rs.995

Library Dollar Price : 40$

Book Edition : First

Year of Publication : 2020

No. Of Pages : 124

Book Weight :366

About The Book

Customer Relationship Management is a vital element in banking and also in any organization. The author has carried out a systematic study on the subject and has come out with most sucessful and valid results. The study enquires into most relevant aspects of customer relationship management, customer acqusition, customer response, customer knowledge, customer information system and customer value evaluation.

The contributions of the study are unique and stand testimony to the research on banking. The researcher notes that efficient, knowledgeable competent and versatile front-line is the prime requirement for successful banking. The banks need to become more customer-centric and emphatically need to improve their CRM practices to increase customer satisfaction. Future research can be extended to Information and Communication Technology.


Contents -

1. Introduction
2. Socio-Economic Status of Customers and Bank Employees
3. CRM Practices in Banks
4. Service Quality in Banks
5. Conclusions and Suggestions

About The Author

Dr. M. Pandya Nayak, Ph.D. in Commerce from Osmania University and prior to this is also an MBA from Sri Venkateshwara University 2010 and M.Com. from OSmania University in 2007, B.Com. from Osmania University in 2005. Presently, he is working as a faculty member in the Department of Commerce in Kollapur PG Center, Palamuru University. Prior to this, he has worked as faculty member P.V.R.R. College of Business Management, Ibrahimpatanam. He has varied exposure to research and published more than 10 articles in reputed journals and UGC approved.

Also, he has participated and presented research papers in more than 20 workshops/conferences/seminars of national and international levels. He has a strong base in the area of CRM in Banking. He can be reached at [email protected]

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