• P. Karunasree
• A.Sudhakar

In recent years, the banking industry across the world has been undergoing a rapid transformation. One of the approaches which is creating buzz in the banking sector is Customer Relationship Management. Implementation of CRM is the most important aspect in the banking industry and to enrich customer satisfaction, implementations of CRM Practices has become inevitable. Banks CRM System must capture customers life style, age, education, physical and psychological characteristics, preferences etc to discriminate customers into high and low value customer. Banks need to identify customers and the products that would be profitable and target the customers with products that are appropriate to their needs and service the customers with greater cost efficiency, which leads to customer loyalty. The objective of this paper is to study the perceptions of Non-business and business customers on the implementation of CRM Practices & Strategies in Private Sector banks ICICI & HDFC Banks in twin cities of Hyderabad and Secunderabad.

Customer Relationship Management, Strategies, Banking Sector, Customer Satisfaction

"A STUDY ON CUSTOMER RELATIONSHIP MANAGEMENT PRACTICES AND STRATEGIES WITH REFERENCE TO ICICI AND HDFC BANKS IN HYDERABAD AND SECUNDERABAD", International Journal of Emerging Technologies and Innovative Research (www.jetir.org), ISSN:2349-5162, Vol.5, Issue 4, page no.250-256, April-2018, Available :http://www.jetir.org/papers/JETIR1804269.pdf

"A STUDY ON CUSTOMER RELATIONSHIP MANAGEMENT PRACTICES AND STRATEGIES WITH REFERENCE TO ICICI AND HDFC BANKS IN HYDERABAD AND SECUNDERABAD", International Journal of Emerging Technologies and Innovative Research (www.jetir.org | UGC and issn Approved), ISSN:2349-5162, Vol.5, Issue 4, page no. pp250-256, April-2018, Available at : http://www.jetir.org/papers/JETIR1804269.pdf