Özet:

The present study on customer relationship management (CRM) practices will also be helpful to the banking sector in understanding how customers perceive and anticipate the services that will be provided by them. The Indian banking industry reacted to these developments by addressing the new problems of higher compression and uncertainty. Although the prudential and supervisory standards were implemented in accordance with global best practices to further improve the Indian banking sector, the on-going reforms give commercial banks more operational flexibility. The present study aims to analyze CRM practices followed by the commercial banks as perceived by the customers and the results indicate that the banker and customer relations are two types, namely general relations and special relation. As for the general relations a customer should satisfy themselves by getting the services from the banks without demand. Special relation is the banker should provide the services on demand of the customers subject to possibility

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