E-Crm: A Perspective Of Urban & Rural Banks In Kerala

Electronic Customer Relationship Management (ECRM), a tool that believed to leverage customer retention, loyalty and to attract new customers , is the magical formula used as 21st century business strategy in banking to face competition .Customer Experience in ECRM for different customer segmentation is different. Long-term relationships with customers are more important. Long-term relationships, which rely on commitment and trust, unifying customer needs with Information and technology adaption is not possible. ECRM strives to identify customers that provide the greatest return to the banks coupling with human factor to it, and to optimize relationships with those customers needs are segmentised. To get loyalty from customers, their needs differ on geographical segmentation.