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Customer Relationship Management in Indian Banking Industry

By: (Edited by) R K Uppal

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Ksh 6,850.00

Format: Hardback or Cased Book

ISBN-10: 8177081527

ISBN-13: 9788177081527

Publisher: New Century Publications

Imprint: New Century Publications

Country of Manufacture: IN

Country of Publication: GB

Publication Date: Jan 1st, 2008

Print length: 246 Pages

Weight: 486 grams

Dimensions (height x width x thickness): 22.10 x 14.40 x 2.50 cms

Product Classification: Banking

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Customer Relationship Management (CRM) is fundamental to building a customer-centric organisation. CRM system links together the customer data into single and logical customer repository. CRM in banking is a key element of differentiation that allows a bank to develop its customer base and sales capacity. The goal of CRM is to manage all aspects of customer interactions in a manner that enables banks to maximise profitability from every customer. Banks can develop customer relationships across a broad spectrum of touch points -- branches, kiosks, ATMs, internet, electronic banking, smart cards, call centres and phone banking. The full integration of these systems, their associated business processes, and the methods for which information is extracted and used, forms the basis for CRM. This book examines issues related to changing banking industry and the challenges in customer relationship management (CRM).

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