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CRM in Indian banking Sector: exploring the critical success factors

Author

Listed:
  • Manoj Patwardhan
  • Pankaj Srivastava
  • Kirti Kumar
  • Santosh Kumar
  • Abhishek Garg
  • Devesh Arya

Abstract

Customer Relationship Management (CRM) is no longer a new term but a reality for many organisations. Banking is a prime candidate for CRM transformation, as competition in this sector increases; an excellence in service becomes a critical success factor. The study discovers the factors that influence CRM in Indian Banking Sector and evaluates the current CRM implementation process. Respondents are from both private and public sector banks. Findings of this study have relevance for managers as these findings provide them with the current scenario of CRM. Further managers learn to identify CRM-related factors that could contribute to CRM implementation.

Suggested Citation

  • Manoj Patwardhan & Pankaj Srivastava & Kirti Kumar & Santosh Kumar & Abhishek Garg & Devesh Arya, 2009. "CRM in Indian banking Sector: exploring the critical success factors," International Journal of Business and Emerging Markets, Inderscience Enterprises Ltd, vol. 1(3), pages 282-295.
    • Handle: RePEc:ids:ijbema:v:1:y:2009:i:3:p:282-295
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