Business, Management and Accounting
4 years ago

Unlocking Customer Loyalty: How CRM Transforms Banking Industry Trust

1 view
Does Implementation of Customer Relationship Management (CRM) Enhance the Customer Loyalty? An Empirical Research in Banking Sector
Selvalakshmi Gopalsamy, Suganthi Gokulapadmanaban

Paper Summary

The article explores how customer relationship management (CRM) affects customer loyalty in the banking sector. The researchers surveyed 779 bank clients in India to see how CRM practices impact loyalty. They found that CRM positively influences loyalty through customer knowledge management, satisfaction, and trust. Providing reliable services and ensuring customer satisfaction are key for building customer loyalty in the banking industry.

Related papers

Business, Management and Accounting
4 years ago

Post Office Customers Not Loyal Enough: Upgrade Needed for Success!

Customer Relationships
Consumer Behavior
User Acceptance
1 view
Business, Management and Accounting
8 years ago

Customer Satisfaction and Trust Key to Banking Sector Stability in Romania

Customer Relationships
Social Media
User Acceptance
2 views
Business, Management and Accounting
6 years ago

Banking sector revolutionizes customer service based on socio-demographics.

Customer Relationships
Strategic Thinking
User Acceptance