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Building Profitable Customer Relationships with CRM & e-Governance in Banks

CSI Research Journal of India, Forthcoming

12 Pages Posted: 27 Nov 2007 Last revised: 3 Aug 2014

Dr. Deepak Agrawal

Indore Institute of Science & Technology

Date Written: 0ct 29, 2002


The techno-revolution governs the changes in economy. With high rate of change of technology, existing management practices and policies, marketing strategies need to be changed. IT is playing dominant role in today's business, in order to meet those opportunities, there is need of ensure, stable and conducive economy.

Keeping this challenge in mind it is an attempt to rediscover the power of upcoming technologies of digital revolution in the field of banking sector - the challenges and their impact on future economy.

Simultaneously, Customers Relations Management (CRM) helps in maintaining customer database and providing better services. The present level of MIS covers, basically, information needed for control, performance monitoring, decision making etc. and encompasses activities in administrative offices like processing of statutory returns, monthly/quarterly performance reports from branches, credit information personnel inventory, profit and loss accounts, funds management, and branch maintenance etc. The purpose of research is to elucidate the familiarity of the Internet by Bank customers (E-Governance). To understand the use of CRM in the banks. To know about the various aspects of analytic CRM and shows how can be best use to manage the customer life cycle more cost effectively.

Keywords: CRM (customer relationship management), ERP (enterprise resource planning), E (electronic), ATM (automated teller machine), M (money)

Suggested Citation

Agrawal, Dr. Deepak, Building Profitable Customer Relationships with CRM & e-Governance in Banks (0ct 29, 2002). CSI Research Journal of India, Forthcoming. Available at SSRN:

Deepak Agrawal (Contact Author)

Indore Institute of Science & Technology ( email )

Rau-Pithampur By-pass road
Indore, Madhya Pradesh 453331
009827214334 (Phone)

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