It has become crucial for Public Sector banks to satisfy their customers because an increase in private sector banks has given investors a variety of options. The profitable clients must be kept around above everything else because it is generally believed that keeping an existing customer is less expensive than finding a new one. One of the newest developments in marketing thought is to be able to solve this issue is e-CRM. This paper reflects critical analysis of Electronic Customer Relationship in SBI and ICICI Bank of Southern Region of Kolkata.
Key words: Crucial, development, banks, customer relationship, demands.
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