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(
    [id] => 8292
    [paper_index] => EW201709-01-002041
    [title] => A STUDY ON CUSTOMER’S PERCEPTION TOWARDS THE CUSTOMER RELATIONSHIP MANAGEMENT PRACTICES IN PUBLIC SECTOR BANKS IN TIRUNELVELI DISTRICT
    [description] => <p style="margin-left:.25in;">1. Aihie Osaeenkhoe (2007), Business process management journal Vol. 13, Issue:1, Ashok Kumar M., Selva Kumar S. (2006), &ldquo;Customer Satisfaction in Banks&rdquo;, P.S.G Journal of management research, Vol.1, No.4, Oct-Dec, P.P.101 &ndash; 110.</p>

<p style="margin-left:.25in;">2. Murthy, G.R.K. (2002), &ldquo;C.R.M in Banks, a tool to edge out competition&rdquo;, I.B.A. Bulletin, July P.P.15-20.</p>

<p style="margin-left:.25in;">3. Jha S.M.(2002). &ldquo;Service Marketing&rdquo; Himalaya Publication House, P.P.213.</p>

<p style="margin-left:.25in;">4. Prasad B.S.,(2005), &ldquo;Understanding C.R.M., Present and Future&rdquo;, ICFAI University Press. P.P.23.</p>

<p style="margin-left:.25in;">5. Shainesh G. &amp; Ramneesh Mohan (2001), &ldquo;Status of C.R.M in India; A survey of service firms&rdquo; C.R.M: Emerging concepts, tools and applications Sections V, Chapter 38, P.P.349-358, Tata Mc Graw Hill Publishing Company Limited, New Delhi.</p>

<p style="margin-left:.25in;">6. Sudheer Sharma and Akash (2008), &ldquo;C.R.M: A new challenge for the Banking Industry&rdquo;, Southern Economist, July 1, P.P.9-11.</p>

<p style="margin-left:.25in;">7. Ekpo IAH, Umoh Oji (2014), &ldquo;The informer Sector Today&rdquo;.</p>

<p style="margin-left:.25in;">8. Shil Nikhil and Das Bhagban, (2008) &ldquo;A Study of Customer Satisfaction with Regard to Banking: An application Q.F.D. The I.C. fair Journal of Management Research, Vol.1, 7, No.8 , P.P.7-226.</p>

    [author] => Dr.Lourdes Poobala Rayen
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    [doi] => 
    [year] => 2017
    [month] => September
    [volume] => 5
    [issue] => 9
    [file] => eprapub/EW201709-01-002041.pdf
    [abstract] => <p>&nbsp;Customer Relationship Management (CRM) is an approach to managing a company&#39;s interaction with current and potential future customers. The CRM approach tries to analyze data about customer&rsquo;s history with a company, to improve business relationships with customers, specifically focusing on customer retention, and ultimately to drive sales growth. The main objective of the study is to present the customer&rsquo;s perception towards the customer relationship Management practices and problem faced by the customers in relation to customer relationship management practices in public sector banks in Tirunelveli district.</p>

<p><strong>&nbsp;KEY WORDS:</strong> customer relationship management, customer retention, perception, sales growth.</p>

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    [journalname] => EPRA International Journal of Economic and Business Review(JEBR)
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    [eissn] => 2347-9671 (O), 2349-0187(P)
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