PECEPTION AND SATISFACTION OF BANK CUSTOMERS TOWARDS E-CRM WITH REFERENCE TO MALAPURAM DISTRICT

Today, among the Indian customers’ high expectations and technological innovations have increased a lot. For such a need, E-CRM is the best tool. This study provides a step in understanding the existing E-CRM Practices in Public Sector Banks from the E-Banking perspective. To achieve the customer requirement and to survive in the competition, the banks need to deliver best quality service.  The banks have to upgrade and constantly think of new innovative customized packages and services to remain competitive. The banks have come to realize that survival in the new e-economy depends on delivering some or all of their banking services on the Internet. The rise of E-banking is redefining business relationships and the most successful banks will be those that can truly strengthen their relationship with their customers. E-banking has become a necessary survival weapon and is fundamentally changing the banking industry worldwide. Today, the click of the mouse offers customers banking services at a much lower cost and also empowers them with unprecedented freedom in choosing vendors for their financial service needs. With rapid advances in telecommunication systems and digital technology, E-banking has become a strategic weapon for banks to remain profitable Digitalization of the entire banking services has become the mutual need of the bankers and customers. Cashless transaction is the buzz word of today’s Indian financial system. The E-CRM practice of Public Sector Banks is enriched through E-Banking and digitalization of banking services. The banking sector contributes positively in marching towards achieving the dream of “Digital india”.