An analysis of satisfaction among the customers and Successful factors of Customer Relationship Management

seetha lakshmi ramu, sowmya subramaniam



The study provides empirical evidence in the context of   Customer Relationship Management in banking sector at Tiruchirappalli Corporation. This paper is an attempt to analyse the various successful factors of CRM and the level of satisfaction among the customers, which is often been overlooked. The researcher explored the factors of CRM which influence the satisfaction among the customers. Findings indicate that customer acquisition and customer value is the major factor that is proficient in the bank. However Customer responses are needed more attention by the employees of the bank. These factors influence the customer satisfaction and loyalty. In today’s competitive environment, customers’ expectations are reaching the heights that bankers are unable to predict. To overcome this, banks have to focus on customer retention and earning new customers through attractive services by innovating and developing differentiated products.


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ISSN : 2251-1547