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Customer Relationship Management & Its Role In Organisational Excellence

CONTENTS

I INTRODUCTION TO THE PROJECT 3-5
II CUSTOMER RELATIONSHIP MANAGEMENT 6-10
III REVIEW OF LITERATURE 11
IV RESEARCH METHODOLOGY 12-13
V RESULT & DISCUSSION 14-20
CONCLUSION 21
RECOMMENDATIONS 22
REFERENCES 23

INTRODUCTION

In India as early as Vedic era, banking existed in its crude form. In ancient Rome and Greece the practice of granting credit was widely available. As far as banking institution of banking nature is concerned the Bank of Venice, believed to be established in 1157 is considered to be the first and Bank of Barcelona established in 1401 the second.
According to the views of the Italian Business houses, carrying on crude form of banking was called “banchi bancheri”. The discussion on its definition will be inclusive and incomplete unless we discuss the definition given by Banking Company (Regulation) Act of India 1949 which is not only most acceptable but comprehensive as well.
According to the Act, banking means the accepting, for the purpose of lending or investment, of deposits of money from the public, repayable on demand or otherwise and withdraw able by cheque, draft or otherwise.

From the above discussion it can be concluded that :
▪ A bank is a commercial establishment- a dealer in debts, which
▪ Aims at earning profts
▪ By accepting deposits from the public, which is
▪ Repayable on demand or otherwise through
▪ Cheque, draft or otherwise and
▪ Which are used for lending and investment.

The Indian Bank Industry can be broadly classified into :
1. Public Sector Banks
2. Old and New Private Sector Banks...