International Journals
Permanent URI for this collectionhttps://dspace.psgrkcw.com/handle/123456789/182
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Item EMPLOYEES’ PERCEPTION ON ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT IN BANKS: AN EMPIRICAL INVESTIGATION IN TAMILNADU(International Journal on Customer Relations, 2013-03) S, KavithaToday 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.Item EMPLOYEES’ PERCEPTION ON ELECTRONIC CUSTOMER RELATIONSHIP MANAGEMENT IN BANKS: AN EMPIRICAL INVESTIGATION IN TAMILNADU(International Journal on Customer Relations, 2013-03) S, KavithaToday 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.Item Features determining success of e-CRM – An Empirical investigation in banks(Journal of International Academic Research for Multidisciplinary (JIARM), 2014-01) Dr S, KavithaIn recent days ECRM – Electronic Customer Relationship Management has attracted many people and companies have started using e-CRM in order to attract new customers and retaining their existing customers. Service industries especially the banks are taking lot of initiatives to make the best use of e-CRM tools and techniques. This research is an attempt to identify what are the features of e-CRM which make the customers satisfied regarding the eCRM usage. A questionnaire was constructed and circulated among 250 respondents to identify their satisfaction on various features of e-CRM in banks. A model is developed and analyzed using regression analysis. The study revealed that customer satisfaction is a function of different features of e-CRM like Implementation, Security, Maintenance, Training, performance and Reliability. The study recommended the regression model for banks to determine the customer satisfaction on e-CRM.