Title: A STUDY ON CUSTOMERS RELATIONSHIP MANAGEMENT OF ICICI
BANKS IN COIMBATORE CITY
Authors: Mrs. S. Punitha Devi
Mrs. S. Punitha Devi
Assistant Professor, Department of Commerce,
Kongunadu Arts and Science College, G.N. Mills, Coimbatore-29
MLA 8 Devi, Mrs. S. Punitha. "A STUDY ON CUSTOMERS RELATIONSHIP MANAGEMENT OF ICICI BANKS IN COIMBATORE CITY." Int. j. of Social Science and Economic Research, vol. 4, no. 5, May 2019, pp. 3839-3844, ijsser.org/more2019.php?id=292. Accessed May 2019.
APA Devi, M. (2019, May). A STUDY ON CUSTOMERS RELATIONSHIP MANAGEMENT OF ICICI BANKS IN COIMBATORE CITY. Int. j. of Social Science and Economic Research, 4(5), 3839-3844. Retrieved from ijsser.org/more2019.php?id=292
Chicago Devi, Mrs. S. Punitha. "A STUDY ON CUSTOMERS RELATIONSHIP MANAGEMENT OF ICICI BANKS IN COIMBATORE CITY." Int. j. of Social Science and Economic Research 4, no. 5 (May 2019), 3839-3844. Accessed May, 2019. ijsser.org/more2019.php?id=292.
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Abstract: In India, the banking segment has developed through the some other internal factor of banking
institutions. Customer Relationship Management (CRM) is an intelligent combined marketing
and Information Technology (IT) for serving the customers with greater care. CRM is a process
of identifying, attracting, differentiating and creating, maintaining and expanding customer
relationship. The customer requirements and desires keep changing day by day routinely. The
ICICI Bank has essentially focused on providing optimal value to customers through the way the
bank communicates with CRM practices in Coimbatore. The ICICI bank has focused on
automating and improving the business processes associated with managing relationships in the
areas of sales, marketing and customers. The customers have faced some problems on CRM
practices in the banks. So, the researcher has taken the issues to check the influences of the bank
customer's experience and personal details on CRM practices of the ICICI banks in Coimbatore
City. The investigator has adopted the exploratory and descriptive study. Based on the
convenience sampling techniques, 100 bank customers were chosen from the ICICI banks in
Coimbatore city. The primary data has been evolved and collected through the utilization of
structure questionnaire in the study area. The simple percentage and Chi-square analysis were
used for the analysis process in the research work.
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