Customer Experience and Perception on the CRM Practices of some Public Sector Banks with Reference to Coimbatore District, Tamilnadu.

The purpose of business is to create new customers and retain old customers. Customer orientation is the ultimate key to success of any business. Customer Relationship Management (CRM) is a comprehensive approach for creating, maintaining and expanding customer relationships. CRM does not just belong to sales and marketing. CRM is an intelligent blend of marketing and information technology for serving the customer with greater care and value. It is a new way of doing business covering all aspects. If any area is left out of CRM, the organization is exposed to greater risk. This article is focus on the dimension of perception towards customer relationship management in selected public sector banks at Coimbatore district [ABSTRACT FROM AUTHOR]