CUSTOMER EXPERIENCE MANAGEMENT IN PUBLIC AND PRIVATE SECTOR BANKS – A STUDY
Journal Title: IJAR-Indian Journal of Applied Research - Year 2018, Vol 8, Issue 8
Abstract
Organizations across the globe have seen Customer Experience Management (CEM) as a successor to the Customer Relationship Management (CRM). The current era of widespread technology enhanced the banks to adopt the new features and increased the level of customers to demand more. Indian banking sector in the post- demonetization facing a lot of challenges and found to be continuously involved in developing strategies for managing the experiences of customers. Banks introduced customer friendly technology in the process of developing relationship management systems and skills. The customer experience management in banks mainly focuses on providing potential level of proficiency in handling customers and delivering an amazing banking experience throughout the transactions performed by the customers. The banks in public and private sectors have been striving hard to attain the positive customer perception through effective experience management. This paper is an attempt to identify the customer perception towards customer experience management in State Bank of India (SBI) and Housing Development Finance Corporation (HDFC).
Authors and Affiliations
Prof. V. Narasimha Rao
Keywords
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