Factors Impacting the Adoption of Customer Relationship Management Strategies in Commercial Banks with Special Reference to Salem City


  • G. Kalaiarasi
  • C. Mugunthan


Customer Relationship Management (CRM) is widespread business approach. It helps business to categorize its activities around the customer. CRM is not meant for only consumer goods and services companies; it is the secret of success of any type of business. Today, only those businesses that constantly strive to make the trust of their customers are successful. A good CRM plan is the structure of common rate for the entire parties involved in the process of business. CRM is a comprehensive move towards for innovating; enabling and growing customer relationship it provide flawless co-ordination between customer service, marketing, information technology and other customer related functions. It incorporates people, process and technology to exploit relationships with the customers. From the Bank’s indicate CRM is the management process of acquiring, retaining and rising customers. The victory or crash of a business depends on what of customer relationship training. In the modern world of competition, growing consumerism and information outburst, the one single aspect that stands out as the factor of triumph is the customer satisfaction. As electronic banking becomes more widespread, now-a-days customers are assess banks based more on their “high-touch” issue than on their “high-tech” issue mainly on the developing economy like India. At this milieu, the key crisis before the commercial banks in India which were operating in a privileged rule after nationalisation is their long-run survival and falsify way ahead by maintain their valued customers. This research analyses the factor impacting the adoption on CRM Strategies in Commercial Banks with special reference to Salem City.